Old number switch to EE but only get 3G signal

[Alex_VL]

Hi, I recently made the switch from 02 to EE (started the transfer on Monday) and until today (Wednesday) I am not to make or receive calls and is the same for texts. Mobile Data doesn’t work and only get a 3G signal. I’ve restarted my devices many times and still get the issue. An agent I spoke to said that with the transfer there will be a period where I will get disruption but should be working by midnight. Come midnight it’s still not working. Can anyone help with this issue. I do need my sim to work since it’s important for the job I do. 

kind regards

[Chris_B]

@Alex_VL   What phone is it ?  As you need to change the APN settings for android or if it’s an iPhone you need to delete a profile.  

[Alex_VL]

Hi Chris, The phone I have is an iPhone 12. I don’t know how to go about deleting a profile. 

[Kirigaya_Kazuto]

Hi

If you go into the settings -> Mobile Service -> Mobile Data network, you should be able to see the APN settings there

[Alex_VL]

Hi

when I go to my mobile service settings I see that I don’t have the Mobile Data Network setting at all. 

[Leanne_T]

Hi @Alex_VL 

This should show for you even with no signal or data, if you go into the iPhone Settings, do you have Mobile Data below Bluetooth? 

Leanne.

[Alex_VL]

Hi 

yes there is a mobile data setting, I go in there and the only options it shows me are 

• Mobile data (This is currently on and is giving me 3G)
• Mobile Data options (gives options such as data roaming, Voice and Data and low data mode)
• Network Selection (which has EE selected)
• Wifi Calling
• Network Provider Services (which only gives me the contact number 150 and the EE website)
• SIM Pin

no setting for APN

[Leanne_T]

If you go into Mobile Data Options, then Voice&Data, Mobile Data Options, can you change to 4G? Do you have VoLTE showing ON?  @ @Alex_VL 

Leanne. 

[Alex_VL]

The current setting for that is on 5G auto. VoLTE is not showing

[Leanne_T]

Thanks @Alex_VL 

In this case, we will need to get this looked into for you. 

Please call us from any other phone on 07953 966 150 and the team will get this looked into for you. 

Leanne.