cannot connect to internet with mobile data on samsung s8

[dave13710]

recently purchased a samsung s8 and i cannot connect to internet using mobile data.

i can send and receive texts and calls.

can connect through wireless network.

phone is unlocked but i have a sim only contract with EE.

sim card works fine in my old s5.

Any help gratefully accepted

[James_B]

Hi @dave13710,

Welcome to the EE Community. 🙂

Could you try updating your internet settings at setup-ee.wdsglobal.com/internet and let me know if that resolves the issue?

Thanks

James

[dave13710]

Hi,  have just tried updating internet settings. My phone does not appear on the drop down menu. My phone is samsung s8 SM -G950U. The closest i could find was SM-G950F.

I tried that but i still cannot access internet through mobile data. There is no 4g symbol showing on my phone.

could it be that my specific model is not supported?

[Leanne_T]

Hi @dave13710

Thanks for coming back to us. 

Do you have 4G turned on in your network settings? 

Do your APN settings match what is in this article, EE APN Settings: Where to find them?

Speak soon 🙂

Leanne. 

[wardi]

@dave13710  .. out of curiosity where did you buy the S8?  Was it advertised as a UK model?  According to my searches that is an American version.

[dave13710]

Hi.

 i tried the APN settings but i still am unable to connect to the internet.

i could do a factory reset again and see if that helps but i don't hold much hope.

[dave13710]

hi, i purchased the phone through Amazon from a company called GADGET - STORE.

It is a renewed phone, i have to say its in excellent condition.  The fact that the version was not listed has set alarm bells ringing. i can try and get a refund as it came with a 30 day free returns guarantee.  it did not state that it was uk version but it didn't state that it wasn't either!  i just assumed that it would be ok (wrongly, it seems)

[wardi]

@dave13710 .. if it helps I did have an American Galaxy S7 variant as my last phone, so did the wife.  They did have a fair amount of US AT & T guff on the devices which I deleted/disabled but apart from that they were unlocked and worked fine with an EE sim on both calls & data.  The only thing that didn't work was wifi calling which I don't need to use anyway.
If you're not able to connect to the internet I do wonder if the device is actually faulty?

[dave13710]

Hi.

 it was sold as renewed and looks to be in superb condition. As was posted above , im supecting that it is not a uk version. i can make calls and texts, my network shows up as ee but i just can't access internet with mobile data. ive followed guidelines on APN settings but no joy. i can't find any solution on samsung website either.

think i may have to try and return this and get a refund.

[Notdave]

You may have resolved the problem by now, but for info I have just been told that EE SIM cards will not provide mobile data on Samsung S8, was not told until after I signed up to EE. Am furious. Phone is still working well and I have no desire to pay for a new one just because EE can’t provide a working SIM. They need to make this info widely available to their employees and as part of the ordering process.