No internet access

[Juliedawn]

Since having a new SIM card in November I have been unable to get internet access outside my house. What can I do?

[Northerner]

Hi @Juliedawn 

• What device do you have.
• Are you on EE PAYG or pay monthly contract.
• Is data active on your device.

Thanks 

[bristolian]

Assuming you're referring to mobile data... do you get coverage in this location?

That helps ID if you're reporting... poor coverage? Or a problem using mobile data when coverage is shown?

If the latter - can you make & receive calls in the same location?

[barbara561]

I have the same problem......I can text, message etc, but have no access to the internet.

[Peter_W]

Hey there @barbara561, thanks for reaching out to us here on the Community 😊

If you're unable to get online on your mobile, I'd love to check over a few details to see if we can things working as they should be. 

What model of phone are you using, and is it 100% of the time that it's not working, or only at certain times?

Peter

[barbara561]

I am using an iPhone 15.

it connects fine in my house but outside I can't access the internet.

[Peter_W]

Thanks @barbara561 

When you're connecting at home do you have home WiFi that you use, or will the phone work via its own data connection. 

Also when you head out and about, do you see a 4G or 5G indicator next to your signal bars?

Peter

[barbara561]

I use my BT Broadband at home.

just checked outside.....says not connected and its 5G next to signal bars

[Peter_W]

Cheers @barbara561, let's try a bit of troubleshooting to see if we can get this working!

Can you please go into your settings and select Mobile Service, then make sure the option for mobile data is showing as on?

We've got a really useful help guide that gives a walkthrough on how to do this if you're not sure, too.

Peter

[barbara561]

yes mobile data is on