4G or not 4G
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4G or not 4G
01-02-2019 12:40 PM
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Now got a second sim just before Christmas and it had 4G in spasms, but generally 3G or E or edge or even GPRS. Swapped sims between phones and they behave the same whichever phone they’re in, ie the one that gets 4G gets it whichever phone it’s in, the one that doesn’t get it , just doesn’t get it so as to speak.
Any clues anyone?
Cheers, Bleakers
Re: 4G or not 4G
01-02-2019 1:32 PM
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@Bleakers64 wrote:
Swapped sims between phones and they behave the same whichever phone they’re in, ie the one that gets 4G gets it whichever phone it’s in, the one that doesn’t get it , just doesn’t get it so as to speak.
Any clues anyone?
Cheers, Bleakers
Yes
Plusnet messed up the profile associated with the sim that just doesn't get it.
(Not the on sim profile (probably) - the one in their systems)
- so replacing the sim probably wont make a darned bit of difference - unless a fresh correct profile is set up for the new sim and its not just 'pointed' to the same duff profile
Seems an all too common occurrence.
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Re: 4G or not 4G
01-02-2019 3:04 PM
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Hello @Bleakers64
I'm sorry to hear that you're experiencing this issue with your mobile. Please could you try the following to see if it helps resolve the issue?
1.
Turn the handset off
Take the SIM card out
Leave it for a couple of minutes
Replace the SIM card
Turn the handset back on again
It's important to remove the SIM from the handset entirely, to allow it to disconnect and establish a new connection to the network upon re-boot.
2.
Reset network settings:
Tap Settings > General > Reset > Reset Network Settings.
3.
Delete old network profiles:
Settings > General > Profiles > Select the profile you wish to remove and tap Delete Profile.
4.
Check for any issues by popping over to the following link and inputting your postcode:
https://myaccount.ee.co.uk/networkchecker/checkservice
5.
Manually disconnecting from the network:
Can you please try manually searching for a network and if given an option, attempt to connect to any other network that differs from EE/Plusnet. Once you've done this, leave it for a couple of minutes and then go back and select EE/Plusnet.
6.
Ensure handset isn't set to allow for 3G only.
7.
Try the SIM in another handset that is unlocked to all networks.
8.
Delete any old APN settings and insert the following:
Android
Go to Menu > Settings > Wireless & Networks (or More) > Mobile Networks > Access Point Names > Menu > New APN
Without changing any other settings, type in the following info:
Name: EE Internet
APN: everywhere
Username: eesecure
Password: secure
MMSC: http://mms/
MMS Proxy: 149.254.201.135
MMS Port: 8080
Authentication type: PAP
APN type: If there's a choice, choose internet+mms. If the keyboard appears, type *
Tap Menu, then Save
To start your new APN, make sure the line is ticked or the radio button is lit by tapping on it.
Check the notification bar for 4G, H, 3G, E or G with up and down arrows beside it. That'll show your connection is working.
9.
iPhone
Go to Settings > Mobile or Cellular > Mobile Data Network or Cellular Data Network > Access Point Names > Menu > New APN.
Without changing any other settings, type in the following info:
For Mobile data:
APN: everywhere
Username: eesecure
Password: secure
For MMS:
APN: eezone
Username: eesecure
Password: secure
MMSC: http://mms/
MMS Proxy: 149.254.201.135:8080
MMS Max Message Size: 1048576
Tap the left arrow at the top three times, then press the home button.
Check the notification bar for 4G, 3G, E or GPRS. That'll show your connection is working.
10.
Check for any updates and ensure the handset has been updated to the latest software.
Should you require any further assistance, please do get back in touch with us.
Kind regards.
Re: 4G or not 4G
01-02-2019 4:26 PM
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I contacted PN via chat the other night and it seemed that they were sure the problem is with the phone...
I’m sure the problem isn’t the phone as like I said, the sim does occasionally seem to get 4G but blink and you miss it...
Frustrating as not getting the service I am paying for...
Re: 4G or not 4G
01-02-2019 6:23 PM
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Re: 4G or not 4G
01-02-2019 7:54 PM
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Hi, so going through them.....
1.
Turn the handset off
Take the SIM card out
Leave it for a couple of minutes
Replace the SIM card
Turn the handset back on again
It's important to remove the SIM from the handset entirely, to allow it to disconnect and establish a new connection to the network upon re-boot.
Check, no change.
2.
Reset network settings:
Tap Settings > General > Reset > Reset Network Settings.
Check, no change
3.
Delete old network profiles:
Settings > General > Profiles > Select the profile you wish to remove and tap Delete Profile.
No such setting on an iPhone SE (this phone) Profiles as a title is not visible.
4.
Check for any issues by popping over to the following link and inputting your postcode:
https://myaccount.ee.co.uk/networkchecker/checkservice
My wifes PN sim showing 4G just about one metre from my phone, so that suggests no issues
5.
Manually disconnecting from the network:
Can you please try manually searching for a network and if given an option, attempt to connect to any other network that differs from EE/Plusnet. Once you've done this, leave it for a couple of minutes and then go back and select EE/Plusnet.
Check, no change
6.
Ensure handset isn't set to allow for 3G only.
In mobile data option, enable 4G, set to voice and data, data roaming on
7.
Try the SIM in another handset that is unlocked to all networks.
Yep, shows 3G, put it in the iPhone XR and still shows 3G
8.
Delete any old APN settings and insert the following:
Android
Not Android, not relevant
9.
iPhone
Go to Settings > Mobile or Cellular > Mobile Data Network or Cellular Data Network > Access Point Names > Menu > New APN.
Without changing any other settings, type in the following info:
For Mobile data:
APN: everywhere
Username: eesecure
Password: secure
For MMS:
APN: eezone
Username: eesecure
Password: secure
MMSC: http://mms/
MMS Proxy: 149.254.201.135:8080
MMS Max Message Size: 1048576
Tap the left arrow at the top three times, then press the home button.
Check the notification bar for 4G, 3G, E or GPRS. That'll show your connection is working.
No such menu exists
10.
Check for any updates and ensure the handset has been updated to the latest software.
Latest updates installed
So, any suggestions?
I am stuck with 3G
Re: 4G or not 4G
01-02-2019 7:55 PM
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Hi Adam,
who was Wakes.?
cheers
Re: 4G or not 4G
02-02-2019 10:55 AM - edited 02-02-2019 11:08 AM
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I seem to recall some obscure option with iphones to delete a previous network profile which causes issues with some iphones.
Not an Iphoner so cant remember the detail.
It relates to some iphones not showing the apparently more usual way to edit apn profiles and old network profiles causing issues
Brexit Promised cake .... But just delivers a stream of Cack
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Re: 4G or not 4G
02-02-2019 11:01 AM
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Cheers for that, but it’s fully unlocked and had a full data and settings reset, which should set it back to factory defaults?
very frustrating.....
Re: 4G or not 4G
02-02-2019 11:15 AM - edited 02-02-2019 11:19 AM
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If the phone has been fully reset,
Keeps pointing back to your (that sims) PN profile not correctly set, (eg 4g option set to 3g only) which will require tech staff to resolve in their systems and no amount of changing the phone and restarting will make the blindest bit of difference.
Only other possible issue is that the tower you are connected to doesn't allow 4g connection through PN
- duh forget that - other sim is fine
Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
Re: 4G or not 4G
02-02-2019 2:35 PM
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Hello @Bleakers64,
I am very sorry to hear that you are still having this issue and I apologise for the frustration caused.
Thanks for trying those steps. The next step would be to collate 3 examples of this issue occurring within 48 hours and send this to our operations team for further investigation.
Before we do the above, we need to pass security on your mobile account. Please could you provide:
- Your full name and confirmation you are the account holder
- Your full address with postcode
- Your mobile number
- Your account reference (if you have it handy)
Via PM.
Once you have sent this please give us a nudge here so we can pick it up as soon as possible.
Thank you.
Re: 4G or not 4G
02-02-2019 4:10 PM
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Hi Mads,
PM sent...
Not sure what you mean by collate 3 examples within 48 hours?
The phone seems a little more settled in that it’s keeping 3G rather than dropping to Edge, E or even GPRS, but seeing as I was expecting 4G....
cheers, any help appreciated
Bleakers
Re: 4G or not 4G
02-02-2019 4:21 PM - edited 02-02-2019 4:23 PM
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@Mads wrote:
Hello @Bleakers64,
Thanks for trying those steps. The next step would be to collate 3 examples of this issue occurring within 48 hours and send this to our operations team for further investigation.
How do you send three examples of it NOT having 4g?
This seems to be the Plusnet Fob Off for at least a week response, because in 5 days plus the odds are
* Nothing will have changed
* No one will have contacted you
* No one will know anything about it if you call them
You will be trapped in the Plusnet Fob Off loop -
Fob-Off:
Give 3 new examples and call back in 5 days
Goto Fob-Off:
I found the other iphone settings thing.
Settings
--> General
-->> Profiles and Device Management
delete old network carrier profile
Probably not relevant as your other sim works fine, but worth a try.
I've seen reported claims that even a reset doesn't clear some of these.
Brexit Promised cake .... But just delivers a stream of Cack
... and expects us all to just swallow it
Brexit - Built from Bovine Manure by Bots
Re: 4G or not 4G
02-02-2019 4:37 PM
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Thanks Rob,
If I go into settings / general / profiles it’s empty, nothing there.....
So frustrating when one sim is working fine and the other doesn’t....
I’ll wait and see what the tech team can come up with, but not holding my breath it will be a quick fix....
Bleakers
Re: 4G or not 4G
03-02-2019 2:00 PM
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@RobC - I assure you, we are not attempting to "fob off" OP in any way. We are just following the steps needed to diagnose the issues present. Whilst I understand you may have had frustrating issues/experiences with your own services where you may have felt this happened, I can promise that it would not have been intentional. We do our very best to assist all customers with all issues.
How do you send three examples of it NOT having 4g?
This would be something along the line of;
Example
Date:
Time:
Service Attempted: (Data - App/Browser etc)
Phone Number (if applicable) : (this would not be applicable for a data issue)
Error that occurred: (for example, no data connection)
Post Code:
The reason we ask for 3 of these is due to our Operations team requiring this amount of examples to send off to the relevant department to investigate the issue - without 3 examples this task would be pushed back on due to insufficient information included.
The examples can all be from the same location if required, however, if OP has noticed this at multiple postcodes (home, work etc) this would be beneficial.
The reason behind the 48 hour restriction is due to the amount of time that we are able to historically check for service affecting issues on an individual account / handset basis.
@Bleakers64 - I'll check in with @Mads and see if she has received you PM, but it may be beneficial and speed up the diagnostic process if you could send her a 2nd one with 3 examples such as I have mentioned above.
Thanks,
MoR
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