Can't access internet over mobile data

[Xa2]

I have a pay as you go contract and a Moto g6 phone. Connecting to WiFi is fine but I have tried everything to use the internet over mobile data including buying a 2.0 GB data add on but nothing has worked. I cannot get mobile data to work at all. 

[Xa2]

I followed all the instructions and installed the EE internet but unfortunately that hasn't worked

[Leanne_T]

Thanks @Xa2 

Can you try the SIM card in another phone to see if you can use data? 

This would help us to know if this is the SIM or phone. 

Leanne.

[Xa2]

I'll see if I can try that

[Leanne_T]

Let me know how you get on @Xa2 

Leanne 🙂

[Xa2]

The SIM card didn't connect to the internet over mobile data in another phone. Also I tried another person's SIM card in my phone and that worked. I was able to access the internet over mobile data.

[Christopher_G]

OK, thanks @Xa2 

Was the other SIM you used in your phone an EE SIM?

Chris

[Xa2]

No, it was a Virgin SIM card.

[Christopher_G · Accepted solution]

OK, thanks @Xa2 

I think it's going to be best to speak with our technical support team so they can check how everything is set up from our side for you.

Chris

[Xa2]

After talking with technical support it turns out my SIM was still on a 2g plan, which explains a lot. Technical support were able to change it over to 4g and mobile data now works. Thanks for all the help community EE team.