Galaxy A14 says 'not registered on network' some but not all of yesterday.

[slenderella22]

My Galaxy A14 was purchased on a monthly contract from EE in July last year. However the last couple of days it intermittently keeps coming up with 'not registered on network'. I have tried

Restarting  several times. Checking Wi Fi connected and even tried a reset. My local EE shop is in the next town and I do not drive so cannot easily get in. Is it likely to need a new SIM?. I cannot work out how to get the SIM card out as a friend suggested taking it out and re inserting it. I have no other mobile phone to try it on. We do have a mobile phone in my town but it has mixed reviews. I am the carer of my older 85 year old husband so finding this very stressful - be first to admit not really a 'techie'. Is there anything else I can try? I do use my phone a fair bit to get taxis.  I have checked network coverage and it seems ok. I am rather confused as to why it happens sometimes but not always and this is a total nightmare as do need to make calls when out to get taxis.  Thanks for reading so far any ideas would be very much appreciated. 

[XRaySpeX]

@slenderella22 : Why does WiFi need to be connected for a mobile?

[Ali_A]

Hi @slenderella22 

Welcome to the EE Community

I can understand how worrying it can feel if your mobile device is not functioning as intended when you rely on it so much.  

The error message you're receiving could be caused by the SIM card or there may be signal disruption in the area. 

Do you know of anyone else who uses EE near you? Have they been experiencing the same problem? 

You can check the signal in the area at EE Coverage & Network Status Checker | Check your signal 

If no one else is facing an issue and the signal is fine, it could be a SIM card problem. 

Visit our Samsung A14 Device guide for details of how to remove the SIM card. 

It's best to contact Customer Care if you continue to have the error message. The technical team will run a diagnostics and send out a replacement SIM card if required. 

Ali  

[bristolian]

Try a manual network search, to identify if EE coverage is currently available. Settings > Connections > Mobile networks has this option

[slenderella22]

Thanks

I took SIM out but unfortunately broke the tray and I think bent my SIM card.

I phoned EE tech support  and they were very good. New SIM being sent out.  I should with a Galaxy A14 have Wificalling option but do not think I have and the lady did say that since they were made at different factories then maybe my phone does not have this option. It would apparently enable me to make calls with a non working SIM and also make the calls more stable. 

What I do find worrying is that apparently my area has been having issues and I think that the messages I got which I told the technician about suggested this. She actually volunteered this. So really I did not NEED to play around with my SIM. I am the first to admit to not being technical so I am rather upset. I have to wait for the SIM card and then hope my drawer from a previous Samsung works and then try and put it in my phone when none of this was necessary.

Moral of this story? Phone EE next time when I get 'not connected to Network' and 'Call forwarding Service activated' and when I get a new mobile phone ask them to ensure WiFi calling is enabled. If I cannot get working still under warrenty so will have to return for repair. 

I would have gone into the EE shop but in next town and public transport not ideal plus I am a carer of an 85 year old so limited to how long I can be away from home for. A taxi will be £50. I do rely on my mobile so frankly I am not happy. That said, the technician was very helpful and honest and tried her best. Just PRAYING I can get the SIM in without any issues. The taxi fare would be around £50 return. It has been rather a hard' learning experience' and I still have a non working mobile phone. 

[bristolian]

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@slenderella22 wrote:

EE tech support ...the lady did say that since they were made at different factories then maybe my phone does not have this option. It would apparently enable me to make calls with a non working SIM and also make the calls more stable. 

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WiFi-calling requires a working SIM just as much as the mobile network does. The menu options are driven by phone software, not by which factory a device was made in.

[Leanne_T]

Morning @slenderella22 

Thanks for coming back to us with an update. 

Once you have received the SIM in the post if this shows no service you may need to get in touch to activate the SIM, if not and signal is showing this will be ready to use 🙂

For details on WiFi Calling, please see our Using WiFi Calling Help page.

Please let us know how everything goes once all set up with the replacement 🙂

Thanks.

Leanne.