Phone not connecting to network

[TruffleP20]

Help! My phone has not been connecting to the network for the past few weeks, anywhere I go. 

Symptoms include:

• Not being able to make or receive calls or texts
• Apps not being able to connect to the internet

All the while my phone shows full/near full signal strength and a 4G connection. 

I've tried a number of technical support options that have had me:

• Turn mobile data off and on
• Reset network settings
• Manuallys select a nework
• Reset my APNs
• Disable any VPNs
• Carry out a soft reset
• Carry out a full factory reset

I've also checked that the apps all have permission and my data allowance is sufficient.

My device is a Huawei P20 Pro.

Any advice how I could fix this? This is my last resort before getting a new phone.

Thank you!

[Leanne_T]

Hi @TruffleP20

Thanks for coming to the community. 

Have you been able to try the SIM card in another phone to see if the same happens? 

Thanks 🙂

Leanne.

[bristolian]

Hi @TruffleP20 

When your phone shows a signal and you try to make a call, what happens?

Is your phone an EE-supplied device, and does the phone show "VoLTE" next to your signal indicator?

[TruffleP20]

Hi @bristolian ,

Thanks for responding. 

When I try and call out my screen says dialling but I get no ring tone and the device I'm calling gets no notification.

As I look at it currenty there is no VoLTE symbol.

Any thoughts what it could be?

[TruffleP20]

Hi @Leanne_T 

Yes, I have tried that too and the SIM functioned fine in the other phone.

[James_B]

Hi @TruffleP20,

That indicates it could be a hardware issue with your phone. Please get in touch with Customer Care so our Tech Gurus can run through some diagnostics with you.

They'll be happy to help. 🙂

James

[TruffleP20]

Thanks @James_B  but I've already done that and they were unable to resolve the issue.

What else would you reccomend?

[James_B]

Hi @TruffleP20,

Have you let them know the results of swapping the SIM into another phone?

James

[TruffleP20]

Hi @James_B , yes that's where we started before runnng through the list of items in my original post. 

[Chris_B]

@TruffleP20  do a full factory reset of the device do not restore your device from any backup.  See how that goes.  If that’s okay restore from your backup if the problem comes back go through all again and delete that back up and set your device up from scratch again. 

if possible and this is the best thing you can do is a fresh install of the device OS not just do the on-board reset of the device.