Not registering on network issue

[Pete712]

Hi

My Huawei p20 mate is not registering onto any network on a German island I am currently working on. It will register on the O2 4g network when on mainland Germany but when on this island the O2 network is a O2.de 4g network and will not connect at all. Is this a limitation of my sim card or mobile phone? The sim has run out of contract 99 days ago but I've kept it rolling and had no issue using my data when in Spain, Netherlands and on the German mainland. 

[Katie_B]

Hello @Pete712. 

Welcome to the community. 

What Island are you currently on?

Is there any other available networks showing?

Katie

[Pete712]

Hi Katie

I'm currently on Heligoland.

I'm on here with some other co workers who have ee sim cards and see the same networks and are able to connect (Vodafone.de 4g, Telekom.de 4g and O2.de 4g) others use the O2 network but I can't get registered onto it. On the mainland in Germany it was O2 4g(without the .de in the network name)... I have a p20 mate huawei pro for now so just wanted to see if the issue is the sim or phone. 

I've had the sim for a while but nothing has indicated to me that it shouldn't work here from when I log into my ee account. Unlimited date from the mainland and good signal. On the ferry to the island the signal was lost (expected) but since cannot get registered on any of the networks available since.

Thanks for any help in advance👍

[Katie_B]

Thanks for getting back to me @Pete712. 

Have you tried connecting to other networks?

Katie

[Pete712]

Yes. It says unable to register on network.

Is there any reason to think that the sim is the issue? If not then I'll go buy a new phone as I can't use esim on p20 mate pro

[Katie_B]

Hi @Pete712. 

The SIM should not be the issue if you have been connected to a network whilst on main land. 

How long have you been out of the UK roaming for?

Katie

[Pete712]

OK thank you. 

Hopefully that's the case then. 

I took a flight to the Netherlands on tuesday and later on in the day drove up to Germany where I stayed the night. No issues with connection to the Kpn in the Netherlands and once in Germany connected to O2 4g. No issues there either.

I was in valencia the week before and no issues there too. I have unlimited data but even if that was an issue it shouldn't stop me from connecting to the network. 

[Leanne_T]

Hi @Pete712 

I would suggest getting in touch with our mobile care team from any other phone, they will get the account looked into to see if there is any reason at our end for this happening and help you further. 

Leanne.