Moved from 3g to 4g. Network disconnected

[Jane4077]

I needed to replace my 3g SIM to 4g. I called to ask for a new SIM when it didn't work I called and it was confirmed I had been sent the wrong one, they then sent another one after I asked twice if this was definitely 4g. Now my mobile data will not work and my network status says disconnected. Everything else is working including WiFi.

Help please 

[Chris_B]

@Jane4077  Do you have a 4G device?  You nerd more then just a sim in order to have 4G.   

[Jane4077]

Yes my device is 4g

[Chris_B]

@Jane4077  Have you checked the APN settings on the device? Please see THIS   And have you tried restarting the device a few times as the sim needs to activate and this can take up to 24 hours

[Jane4077]

I've had the new SIM for one week so my device has been restarted a few times. No change though.

[Alex_H]

Hi @Jane4077

Welcome to the EE Community 🙂

What type of phone is it you are using? 

Have you been able to test the SIM in another working phone at all? 

Alex

[Jane4077]

It's Motorola G7 play. Calls,texts and WiFi all work,the service status is connected. I don't have another phone.

[Katie_B]

Hi @Jane4077. 

Thanks for getting back to us.

Have you been able to follow the advice above and check your APN settings?

Katie

[Jane4077]

Yes,It was working perfectly with my old SIM card it's only been since I received a text message saying my 3g SIM would no longer be able to use mobile data which is why I think I have been sent another 3g sim instead of a 4g

[Katie_B]

Hi @Jane4077. 

The SIM you have received should be a 4G SIM. 

Do you live near a local EE Store?

Katie