Lost 4G connection

[PaolaG]

Up until 3 weeks ago I had a 4G signal. This has just stopped working. I am not on flight mode, am in an area with a strong signal, tried a factory reset (and lost my photos!), haven't used up my data and my husband's EE sim card in my phone (the same make and model as mine - Samsung A40) does have a 4G signal. My sim card in his phone doesn't. Any ideas? 

[Leanne_T]

Hi @PaolaG 

Thanks for coming here. 

Can you make and receive calls? 

Leanne.

[bristolian]

This sounds like a SIM or account issue. Are you getting coverage from 2G/3G, or no coverage at all?

In hindsight, it's always wise to backup personal data before factory resets.

[PaolaG]

Hi Leanne

Thank you for your help. Yes, I can make and receive calls.

Paola

[PaolaG]

Thank you for your help.

I have no coverage at all. 

[Katie_B]

Hi @PaolaG. 

Does your phone show as connected to 2/3G or does it show No Service?

Katie

[PaolaG]

Hi Katie,

I cannot get 2G 3G nor LTE at all

[Christopher_G]

OK, thanks @PaolaG. The best thing to do is speak to our technical support team by calling 150 from an EE phone. They'll be able to check your account to make sure everything is OK from our end.

Chris

[PaolaG]

Thank you Christopher. I will call.