Mobile data

[JulieTRose3]

I am having problems with mobile data when away from the house. I keep getting the message “could not activate mobile data network”. My mobile data is switched on and I have tried the recommended fixes like turning on and off. Please advise. 

[Leanne_T]

Hi @JulieTRose3 

Thanks for coming to the community and letting us know what you have tried already. 

Has the data worked for you previously? If so, when did this message start showing when using data? 

Have you made any account changes recently? 

Speak soon 🙂

Leanne.

[JulieTRose3]

Hi Leanne, 

Yes the data has always worked fine.  It is only in the last few weeks that I have been having this problem.

I upgraded my plan a couple of days ago but I have had the problem prior to that.

Thanks

Julie 

[Leanne_T]

Thanks for the extra details @JulieTRose3 

What device are you using? 

Could you try logging into the EE app, selecting your profile, then Settings and Permissions, do you have use mobile data turned on? 

Leanne.

[JulieTRose3]

I am using an iPhone 13 Pro.

i have checked in the EE app and yes the mobile data is switched on.

Julie

[Leanne_T]

Perfect, thanks for checking @JulieTRose3 

Could you try resetting the network settings, to do this please go into your iPhone Settings > General > Transfer or reset iPhone > Reset > Reset Network Settings. 

This will remove any saved WiFi passwords, once this has been done can you try again and let me know how you get on? 

Leanne 🙂

[JulieTRose3]

Thank you, I have done this and will let you know if it works when I am next away from the WiFi.

thanks for your help

Julie

[Leanne_T]

No problem @JulieTRose3 

Hope this sorts it for you. 

Speak soon 🙂

Leanne. 

[JulieTRose3]

Hi Leanne

Unfortunately this has not sorted the problem and my mobile data is still not working.

Could you please advise urgently as I am missing important calls.

Thank you

Julie

[Peter_W]

Hey again @JulieTRose3, I'm disappointed to hear that you've not noticed any improvement after giving this a try. 

Since you first noticed this have you been unable to get online full stop, or will it work some of the time and not others?

Also when you look next to your signal bars, do you see a 4G/5G indicator next to them?

Peter