Connectivity problem

billdanderson1
Explorer
Hello, hope someone can help. We have 4 iphones and an EE modem all using 4G from a local mast. We are very rural so rely on a single mast and have done happily for several years. A few months ago one of our phones showed good 4G signal but had no internet or phone signal. It worked fine on our 4G wifi and on other masts when we went out of the area. After a week or so it started working again and we forgot about it. Then another phone got the same problem and that has largely persisted until today, with a few times where it has worked well but then lost it again. Now our modem has also stopped working after the mast had failed briefly for weather reasons. When it came back to life the modem wouldn't reconnect. I've had multiple calls with EE Support staff but not got a fix. We have had a new SIM, used Network reset and Network Selection but no change. The phone works perfectly everywhere else in the country but as soon as I come back into the range of my home mast it shows a good signal but stops working. Occasionally it has 'reconnected' to the mast and works fine but then i'll lose it again. I'd be very grateful for any possible explanation or solution? Many Thanks Bill
4 REPLIES 4
bristolian
EE Community Star
EE Community Star

@billdanderson1 wrote:
A few months ago one of our phones showed good 4G signal but had no internet or phone signal.

The signal provided by the site is identical whether it's used for data, voice or text.

Does your phone show VoLTE/4G-calling when it has problems? If not, what happens when you try making a call?

Thank you for your reply.
Phone shows 4G and a few bars, exactly as it does when all is working correctly.
If a phone call is attempted it tries to call for a long time but never manages to connect.
If I try to use a website it says I don’t have any internet.
Thanks
Bill


Sent from my iPhone
bristolian
EE Community Star
EE Community Star

Can you ensure that voice & data over LTE (4G) is enabled by following the steps on Apple support 

Can you also use the steps on this page and confirm which 4G band you are connected to when you have these problems?

billdanderson1
Explorer
Sent from my iPhone

> On 31 Dec 2022, at 12:34, Bill Anderson wrote:
>
> Thank you for your reply.
> Phone shows 4G and a few bars, exactly as it does when all is working correctly.
> If a phone call is attempted it tries to call for a long time but never manages to connect.
> If I try to use a website it says I don’t have any internet.
> Thanks
> Bill
>
>
> Sent from my iPhone

Sent from my iPhone