No mobile data on new sim

[SpinyNorman]

Hi,

My old number has just been ported and I am currently able to call and text. However, no mobile data?

I have tried the forum suggestions, apn settings, restarts etc. My allowance remains unused and my browser states no internet connection.

Also, only 2g, 3g and lte showing in network mode

Have used iqmobile on ee network from current location previously and get excellent data connectivity.

Samsung s10.

[Leanne_T]

Let us know how you get on after speaking to our customer care team if this is still happening this morning @SpinyNorman 

Leanne 🙂

[SpinyNorman]

Hi,

Haven't managed to speak to anyone. The automated seevice didn't seem to have a specific option for mobile data so I chose 'unable to make/receive calls' as that has been intermittent too.

The recording said it would check my line and send a text then hung up, that was 20 minutes ago and not received anything.

[Leanne_T]

Hi @SpinyNorman 

If you have no signal showing the text will not be received, please try selecting mobile queries, tech support and the option to speak to an agent to get this looked into 🙂

Leanne.

[SpinyNorman]

Ok having spent most of the day trying to get this sorted ee cs have deemed my phone 'too old' for their sim and advised me to buy a new phone.

I have put in motion cancelling my contract (under 14 days), and have been sent a bill for the 24 month full amount??

I've just purchased a new smarty sim which works on my phone just fine. It's a shame I couldn't work this out with ee but if I have to update my phone to keep up with their modern sims it's just not practical.

[Leanne_T]

Hi @SpinyNorman 

Did you request to cancel the contract when you spoke to the team? 

Where did you purchase the SIM contract? 

Leanne 🙂

[bristolian]

I would be extremely sceptical that your issues have anything to do with the age of either your phone or your SIM, that sounds like a well-intentioned CS agent guessing.

Far more likely, given that the phone works with other MVNOs, is that there is a settings issue with it - and it's using an incorrect config.

What was the outcome of installing EE's config from https://setup-ee.wdsglobal.com/internet ?

[SpinyNorman]

Yes, they gave me the 0800 number to call but long wait times. Automated message suggested I send an email to channel.returns@ee.co.uk but that never got the automated response. So I filled the online form which states response within 72hours. I needed the pac code for smarty which I think triggered the final bill. Im sure the billing issue will be sorted. The sim was purchased on the ee website.

[SpinyNorman]

Yes, I think you may be right about the settings  but the config page didn't change anything unfortunately.

[bristolian]

Be aware that cancellation & porting-out are two different processes. If you cancel via the returns process, I would expect this to cancel your account and disconnect your number.

Porting out is a different process and may not co-exist with a 14day return.

[SpinyNorman]

The text I received states the charge for "ending your contract early....." I believe this is automated and a mistake. I have 14 days to cancel and I cannot afford to wait more than 3 days for ee to respond especially as I care for a couple of family members and am point of contact for medical/ care facilities etc. Unless ee is run by the mafia I can't see a problem.