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Subscription pack - mobile data has stopped working

Kerryd27
Investigator
Investigator

‎08-02-2023 02:16 PM

My sons Samsung mobile data has not been working lately even though he has his full allowance still available. We have checked all settings, could there be an issue with the Sim card, it is a subscription pack sim card?  He is able to text and call and internet only works with wifi. 

0 Helpful
10 REPLIES 10
XRaySpeX
Grand Master
Grand Master

‎08-02-2023 03:26 PM

What does texting AL to 150 from it fully report verbatim (it is free)?

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC => 2020: EE 40 Meg FTTC => 2022: EE 80 Meg FTTC (no landline number)
Kerryd27
Investigator
Investigator
In response to XRaySpeX

‎08-02-2023 03:43 PM

Hi it says…

Your current balance as of today 15:36 is £0.35. You have 493 minutes, unlimited texts and 14.9GB remaining until 25/02/2023 for your £10 Pack. Your remaining data includes 5.0GB of rolled over data. Your last top up was £10.00 on 09/07/2020 at 18:39. For more info on your packs, add-ons or free boosts, go to MyEE. ee.co.uk/myee

For info on our other Text Services, reply HELP or go to ee.co.uk/textservices

0 Helpful
Jon_K
Former EE Employee
In response to Kerryd27

‎08-02-2023 05:06 PM

Hi @Kerryd27 

Can you try restarting the phone?

Is data enabled within Settings?

Jon

0 Helpful
Kerryd27
Investigator
Investigator
In response to Jon_K

‎08-02-2023 05:37 PM

Hi yes he has tried switching it off, checked settings and he took sim out and put it back in. But still no data? 

0 Helpful
Jon_K
Former EE Employee
In response to Kerryd27

‎08-02-2023 06:49 PM

Is mobile data turned on in Settings, @Kerryd27?

Are you able to try the SIM in another phone to see if the data works?

Jon

0 Helpful
Kerryd27
Investigator
Investigator
In response to Jon_K

‎08-02-2023 08:21 PM

Hi 

He put it in another phone and it worked. He also tried the other phones sim in his phone and that worked but he put his sim back in his phone and that doesn’t work. It’s strange. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Kerryd27

‎09-02-2023 07:55 AM

Thanks for trying that, @Kerryd27.

That is really unusual. I would recommend speaking to our technical support team so they can look into this further for you.

Chris

0 Helpful
Kerryd27
Investigator
Investigator
In response to Christopher_G

‎09-02-2023 09:15 AM

Hi we have managed to sort it. He had his networks settings wrong. It needed to be LTE?  he said and it had changed 🤷🏼‍♀️ 

Thank you all for your help. 

0 Helpful
Christopher_G
EE Community Support Team
In response to Kerryd27

‎09-02-2023 09:41 AM

Ah that explains it, @Kerryd27.

Thanks for coming back to let us know. 🙂

Chris

0 Helpful