No Internet!!

[Rob195]

For three days now thre has been no data connection here at HS9 (Isle of Barra)  I've been to all parts oof the island and whilst I can get a good mobile signal from all the masts there is no internet connection at any of them.  Service and Coverage checker both say "Good" or "Very Good" for each place. Can someone sort this?

[bristolian]

I'd recommend using the "report a problem" link on the status checker, to provide details for further checks. Sounds like you might be using the coverage check rather than status check.

Presumably voice calls are OK? I'd be quite surprised for there to be a loss of data on the NW of the island especially. Edit: Looks like there may have been an issue logged around Castlebay previously, but that appears resolved.

[Rob195]

Thanks for your reply.  The answer was very simple, a very helpfull EE assitant (Janice) walked me through it.  Somehow the setting " Mobile Data Access the internet through your mobile network " had been turned off!  Not by me ....I didn't know that "switch" was there or how to find it!  What is curious though is that my data usage on my EE page says:-

26.8GB left of 26.8 GB - Using stay connected data

But don't worry, you'll stay connected with slower speeds. To get back to full speed you can buy data or wait until your allowance starts again.

On looking at what stay connected data is info on EE page says it is limited to 0.5 mps which is not great.  Incidentally my allowance in my package is 25Gb and I always gift 4GB from my wife's phone as she never takes it out of the house.  Janice yesterday couldn't really explain but did reassure me that I had 27.3 GB left -yesterday,

[Peter_W]

Good afternoon @Rob195.

I'm glad to hear you've managed to get back up and running with your data again 😊

When it comes to the allowances, this isn't something we'd be able to check directly from our end, but it seems odd you'd be told this is using Stay Connected if you still have an allowance remaining. 

Where is it showing this, in the app or via the text service?

Have you had a chance to try a speed test to see if the speeds are actually being capped, too?

Peter

[Rob195]

Thanks again Peter.  I'm afraid it doesn't make any sense to me but then much of the interwebby thingy doesnt.  The message about stay connected data was in the My EE webpages after I'd logged in and found my way to the check usage bit.  After I posted the earlier mail I went out and about driving around the island and stopping within line of sight of each of the masts.  Speed varied between 39 and 113 mps so no restrictions there!  Also opened a few apps, including banking and no problem there either.  Which makes the message about "stay connected data" even more curious.

Cheers

Rob

[Peter_W]

Thanks @Rob195, I'm glad to hear that everything seems to be working as it should do!

It's worth checking the app to see if this shows the same, and I'd recommend keeping an eye on the allowance to see how this changes whilst you continue to use your data. 

If you did encounter any issues with speeds and notice a restriction, please let us know and we can take another look 😊

Peter

[Rob195]

Hi Peter

All still seems ok.  The EE app is showing my data allowance left with no mention of "stay connected data" but the page within My EE on the website is still showing the stay connected message:-

26.7GB left of 26.7 GB - Using stay connected data

But don't worry, you'll stay connected with slower speeds. To get back to full speed you can buy data or wait until your allowance starts again.

Add more data

More info

The numbers are the same!

Well as long as it works - what the heck but it will be interesting to see what happens on July 23rd when my data allowance resets.

Cheers and thanks for your interest

Rob