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Lost 4G connectivity in recent days

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rtsg7vyi
Dabbler
Posts: 16
Thanks: 2
Fixes: 2
Registered: ‎28-04-2018

Lost 4G connectivity in recent days

My last post on this seems to have got marked as spam to me so I'll try again. 

I noticed a couple of days ago that my phone no longer seems to be able to get a 4G connection. I had data issues after porting but that was sorted and things have been fine since that was fixed until now. I get 2G and 3G edge etc but no 4G. Data works but obviously much slower.

At the time I first noticed I was in North Wales for a few days and I put it down to local service limitations but having got back home to Shropshire I still cannot get 4G service in places I normally do. My partner has Plusnet mobile too and her 4G connection is working fine. I've tried restarting phone but no change.

Has anyone else had this happen and has it been solved?

Richard.

15 REPLIES 15
Plusnet Help Team
Plusnet Help Team
Posts: 801
Thanks: 137
Fixes: 21
Registered: ‎07-12-2017

Re: Lost 4G connectivity in recent days

Hi @rtsg7vyi, I'm sorry that you're having some issues.

 

So I can take a look into this for you, can you drop me a PM with the following details please:

 

- Your full name

- The mobile number in question

- Your full address including postcode

 

Thanks

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Lauren Barry
 Plusnet Help Team
rtsg7vyi
Dabbler
Posts: 16
Thanks: 2
Fixes: 2
Registered: ‎28-04-2018

Re: Lost 4G connectivity in recent days

Have had a new SIM sent out but still no 4G. Have Tried SIM in spare phone just on case but still not working. Get various variations of 2 and 3G connections only.
Plusnet Help Team
Plusnet Help Team
Posts: 389
Thanks: 47
Fixes: 29
Registered: ‎02-05-2017

Re: Lost 4G connectivity in recent days

HI @rtsg7vyi, thanks for getting back in touch.

 

I'm sorry that a new Sim Card does not appear to have resolved the issue. So we can look into this further for you, can you please private message:

- Your full name

- The mobile number in question

- Your full address including postcode

 

Let us know via this post once you've done so.

 

Thanks

 

If this post resolved your issue please click the 'This fixed my problem' button
 Alice Baillie
 Plusnet Help Team
rtsg7vyi
Dabbler
Posts: 16
Thanks: 2
Fixes: 2
Registered: ‎28-04-2018

Re: Lost 4G connectivity in recent days

Fix
My 4G issue has been resolved. It appears the 4G APN had disappeared from my network profile for some reason. This has been restored and I am now connecting to 4G again. 🙂
Plusnet Help Team
Plusnet Help Team
Posts: 779
Thanks: 110
Fixes: 31
Registered: ‎09-10-2018

Re: Lost 4G connectivity in recent days

Hi @rtsg7vyi, thanks for updating us all!

 

We're pleased to hear that this issue is now resolved for you.

 

Please don't hesitate to get back in touch if you need any further assistance - the Social Media Team is only a click away.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
sheffpete
Grafter
Posts: 34
Thanks: 6
Registered: ‎13-01-2018

Re: Lost 4G connectivity in recent days

Hi, Just followed this thread and didnt realise there was a 4G APN ... could you list what that is as I may have wrong settings enabled.

thanks.

rtsg7vyi
Dabbler
Posts: 16
Thanks: 2
Fixes: 2
Registered: ‎28-04-2018

Re: Lost 4G connectivity in recent days

This was a setting on Plusnet's network side rather than my phone that was corrected by Plusnet's operations team.
Plusnet Help Team
Plusnet Help Team
Posts: 450
Thanks: 60
Fixes: 25
Registered: ‎23-01-2018

Re: Lost 4G connectivity in recent days

Hi @sheffpete

 

We're sorry to hear that you are experiencing issues with your 4G connection.

 

Please feel free to PM your mobile number.

 

You can also find help regarding our APN settings here

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
sheffpete
Grafter
Posts: 34
Thanks: 6
Registered: ‎13-01-2018

Re: Lost 4G connectivity in recent days

Hi, Thanks for the reply's, my Samsung mobile requires MMS port and MCC fields to be completed before it will accept a new APN setting, any suggestions ? regards.
Plusnet Help Team
Plusnet Help Team
Posts: 450
Thanks: 60
Fixes: 25
Registered: ‎23-01-2018

Re: Lost 4G connectivity in recent days

Hi @sheffpete

 

I have tried to do some research regarding android phone set up (it's not our area sadly). I have found some information that may help from Samsung help websites.

 

1.

Open the Settings and tap Wireless and networks or More (this might be different on different phones).

2.

Choose mobile networks > Access point names.

3.

Tap the Menu button (three dots).

4.

Choose new APN and type in:

  • Name: Plusnet Internet
  • APN: everywhere
  • Username: eesecure
  • Password: secure
  • MMSC: http://mms/
  • MMS Proxy: 149.254.201.135
  • MMS Port: 8080
  • Authentication Type: PAP
  • APN Type - You might be given a list to choose from, or asked to type something in. If it's a list, choose internet+MMS. If you're asked to type something in, type a * on its own

5.

Press the Menu button and tap Save.

6.

Make sure the new APN is picked. You might need to tap the network name to turn it on.

7.

When your mobile data is working, you'll see 4G, 3G, H, E or G next to your signal bars at the top of the screen.

 

 

Please come back to me and let me know if this helps Smiley

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team
sheffpete
Grafter
Posts: 34
Thanks: 6
Registered: ‎13-01-2018

Re: Lost 4G connectivity in recent days

Thanks OllieC, its the MMS port and MCC fields that are foxing me, tried to leave blank but the phone insists it needs something input before it will allow me to save the other details, will do some further searching re the S4mini setup, might be a work around out there .... thanks again.
rtsg7vyi
Dabbler
Posts: 16
Thanks: 2
Fixes: 2
Registered: ‎28-04-2018

Re: Lost 4G connectivity in recent days

My MMC port not set. MCC is set to 234. These settings are listed somewhere in plusnet support phone setting info to do with APN settings
sheffpete
Grafter
Posts: 34
Thanks: 6
Registered: ‎13-01-2018

Re: Lost 4G connectivity in recent days

Strange that the S4mini is insisting on something in both before it will allow me to save.
Plusnet Help Team
Plusnet Help Team
Posts: 450
Thanks: 60
Fixes: 25
Registered: ‎23-01-2018

Re: Lost 4G connectivity in recent days

Hi @sheffpete

 

I just found the same also regarding MCC.

 

There's a handy website covering a number of handsets with our Sim's

 

You can follow this here

 

Kind Regards

If this post resolved your issue please click the 'This fixed my problem' button
 OllieC
 Plusnet Help Team