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4G not working on my mobile number

deen13
2: Seeker
2: Seeker

I have never used 4G on my mobile number. I recently upgraded to a 4G phone, and got a new SIM card with my same number as I wanted a nano SIM card. I am only getting 3G on my phone, and no 4G. After inserting a SIM card with a different phone number, 4G worked on my phone. I have tried all of the troubleshooting steps mentioned, and still only have 3G on my previous mobile number. 

 

I have also been in touch with online chat support and tried all of their troubleshooting steps. Can someone please advise a way forward? 

9 REPLIES 9

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @deen13

 

So just to recap....

 

When you insert another sim card in your phone you recieve a 4G Data Connection which shows the phones settings are correct and 4G is available in your area. 

And thus can only point to an account or sim card issue. 

First call Customer Services on 191 and ask them to check that your Account is provisioned for 4G.

If necessary ask them to reset your account and or ask for a Super Users help. 

 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

Hi, unfortunately these steps have not helped resolve the issue. The telephone team advised they have escalated it to their technical team, but couldn't give me a timeframe for having it resolved. 

BandOfBrothers
17: Community Champion
17: Community Champion

Hi @deen13

 

 

As I mentioned in my earlier reply from what you have said this is most likely Account based so to contact customer service. 

I see you have and they've escalated this to be investigated. 

I hope this situation is resolved asap for you. 

Current Phone  >

Samsung Galaxy s²³ Ultra 512gb Phantom Black.

 

 

JohnJ
Moderator (Retired)
Moderator (Retired)

@deen13 Sorry to hear that you're having trouble with your 4G connection. 

When you called us, did we advise you what the cause might be?

Did they advise you on replacing your SIM card?

Once we know this we’ll be able to advise you correctly.

Hi,

 

I already replaced my sim last week. However they suggested I tried doing it again. I’m still waiting to try this.

 

They also said it’s likely it would need to be resolved by their higher technical team, which they are still waiting for. 

chistery
16: Advanced member
16: Advanced member

What phone do you have? Can you set it to 4G only and see what happens?

It’s not an issue with ththe phone.

At the store, they tried my sim on a different phone and 4G did not work 

The issue has been resolved by the Vodafone network team. I don’t know how they did it. 

Gemma
Community Manager
Community Manager

@deen13 - I’m glad to hear that 4G is working for you now.

Thanks for the update! ☺️