Sim disconnects when connecting to mobile banking and cart checkouts

[abrotherton]

My new sim disconnects from a 4G router when connecting to mobile banking and cart checkouts. This happens on all connected devices (Windows, Mac and Android). All other services seem fine, and connection speeds and signal strength are all good.

Any ideas?

Many thanks.

[Leanne_T]

Hi there @abrotherton 

Thanks for coming to the community. 

Could you possibly try the SIM card in a different device/mobile to see if the same happens? 

Speak soon. 

Leanne.

[abrotherton]

Hi @Leanne_T

As suggested, I've tried the router SIM in my phone and it all works fine. Excellent!

I then tried my phone SIM in the router. It all works fine. Very strange! 

The only difference between the SIM cards is the associated EE package.

Unfortunately, this still leaves me we a router SIM that drops the connection when I try to use mobile banking or a cart checkout.

Router SIM in phone - Success
Phone SIM in phone - Success
Router SIM in router - Fail
Phone SIM in router - Success

Thanks

[Leanne_T]

Hi @abrotherton 

Thanks for coming back to me and for trying this. 

To get this looked into, please call us and our tech guides will run through some troubleshooting with you to let you know what is needed to get this resolved. 

Our Contact EE page has full contact details 🙂

Leanne. 

[abrotherton · Accepted solution]

So, after speaking with EE tech support and the router manufacturers, I changed the mobile interface and SIM connection settings from 'Mobile-DATA' to 'Cellular-PPP'.

Cellular-PPP Settings...

Service Type: UMTS/GRPS
APN: everywhere
PIN: xxxx
Authentication: PAP
Username: eesecure
Password: secure
Dial Number: *99#

The issue is now resolved!

[Leanne_T]

Thanks very much for coming back and letting us know @abrotherton 

Glad to hear this is now sorted for you and this information is very helpful for other users too 🙂

Leanne.