New EE Data SIM On A Pixel 7, 4G Connected But "No Internet Connection"

[KenAppleby]

I have a new EE data SIM installed in a Pixel 7. The Internet settings show "EE, 4G" and the settings show that data is being used, because the reported usage is going up.

But no applications can operate. They all say "no internet". The mobile data connection icon, the triangle in the upper right of the screen, shows an exclamation mark.

It appears that applications can connect, but no data are downloaded.

I have attempted to add a new Access Point Name for EE. I have reset the APN settings. But nothing works.

Can anyone please help or advise?

Thanks

[Leanne_T]

Thanks @KenAppleby 

I would suggest getting in touch with our customer care team who can check everything is set up on the account for data. 

Leanne. 

[KenAppleby]

I tried calling the technical support "mobile data" number before posting here. I got put through a number of menu options before being returned full circle back to the start. I would like to speak to someone in the customer care team but I can't find a way to do that. Can you advise please?

Ken

[Leanne_T]

Hi @KenAppleby 

Please call either 150 from an EE phone or 07953 966 150 from any other phone and select option 2, then select technical support. 

Leanne. 

[KenAppleby]

Hi Leanne_T

I have just logged in to My EE and entered the mobile number associated with the SIM.

I am told:

"We now know this is a 4GEE WiFi number

(Yep... 4GEE WiFi is what we call mobile broadband)

To finish setting up your account:

• Grab your 4GEE WiFi device
• Connect it to your tablet, phone or laptop
• Log in and continue"

This confuses me. I don't have a "4GEE WiFi device" to connect to a tablet, phone or laptop. I just have a mobile phone and a what I thought was an EE data-only SIM.

Any ideas?

Ken

[Leanne_T]

Hi @KenAppleby 

This is advice for if you are using a mobile WiFi device this would still work in a phone. 

Please call us as above and the team will help you further. 

Leanne.

[KenAppleby]

Hi Leanne_T,

Thanks for your help.

Problem sorted. I have not used a payg SIM before and didn't realise that you have to activate it AND top it up to start using it. The activation step is clearly stated to not be necessary in the materials that came with the SIM.

The customer support advisor was very helpful and the response very swift. She activated the SIM and I then started getting SMS messages telling me that I have used up all the data allowance. So with the advisor's assistance I bought a data package and the phone started working.

I then received SMS messages confirming this.

Confusingly, I have just received another SMS telling me I have zero credit.

Ken

[Leanne_T]

Thanks for coming back and letting me know @KenAppleby 

The credit would have been used to purchase the pack for the data allowance. 

Leanne 🙂

[XRaySpeX]

MyEE doesn't work for registering PAYG MBB devices or at least those with data SIMs. It stops at telling you to connect your device & login to it, but when you've done as instructed it doesn't have anywhere for you to say you've done it.

You may continue using your device but you just can't register it to MyEE.

1. Use Fast Top Up online with a UK bank card. You don't need to login or register anything. All you need is your mobile no.
2. Go to http://add-on.ee.co.uk/status from the device will tell you your usage & credit.
3. Go to http://add-on.ee.co.uk/purchase from the device to buy add-ons.

[XRaySpeX]

@Leanne_T : There are no Packs, only data add-ons, with PAYG data SIMs.

[Leanne_T]

Thanks @XRaySpeX 

Leanne 🙂