{"solutions":[{"name":"Data roaming is turned off","description":"To use your phone's internet connection when abroad, data roaming needs to be turned on.","guide":{"blocks":[{"title":"Find "Mobile Data Options"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Mobile Data."},{"note":null,"overlay":null,"text":"Press Mobile Data Options."}],"content":"
  • Press Settings.
  • Press Mobile Data.
  • Press Mobile Data Options.
","info":""},{"title":"Turn data roaming on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Data Roaming" to turn the function on or off."}],"content":"
  • Press the indicator next to "Data Roaming" to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning data roaming on or off","description":"You can limit your data usage when abroad by turning off data roaming. You'll then not be able to access the internet using the mobile network when abroad. You can still use Wi-Fi even though data roaming is turned off.","id":106,"deviceId":9821},"content":"Turn on data roaming."},{"name":"There's an error in the operating system on your phone","description":"If there's an error in the operating system on your phone, it may help restarting it.","guide":{"blocks":[{"title":"Restart your phone","steps":[{"note":null,"overlay":null,"text":"Press and hold On/Off."},{"note":null,"overlay":null,"text":"Simultaneously, press and hold the Bottom volume key until your phone restarts."}],"content":"
  • Press and hold On/Off.
  • Simultaneously, press and hold the Bottom volume key until your phone restarts.
","info":""}],"name":"Restarting your phone","description":"If your phone is slow or freezes, it might help to restart it.","id":11,"deviceId":9821},"content":"Restart your phone."},{"name":"Mobile data is turned off","description":"To use your phone's internet connection, mobile data needs to be turned on.","guide":{"blocks":[{"title":"Find "Mobile Data"","steps":[{"note":null,"overlay":null,"text":"Press Settings."},{"note":null,"overlay":null,"text":"Press Mobile Data."}],"content":"
  • Press Settings.
  • Press Mobile Data.
","info":""},{"title":"Turn mobile data on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to "Mobile Data" to turn the function on or off."}],"content":"
  • Press the indicator next to "Mobile Data" to turn the function on or off.
","info":""},{"title":"Turn use of mobile data for applications on or off","steps":[{"note":null,"overlay":null,"text":"Press the indicator next to the required application to turn the function on or off."}],"content":"
  • Press the indicator next to the required application to turn the function on or off.
","info":""},{"title":"Return to the home screen","steps":[{"note":null,"overlay":null,"text":"Press the Home key to return to the home screen."}],"content":"
  • Press the Home key to return to the home screen.
","info":""}],"name":"Turning mobile data on or off","description":"You can limit your data usage by turning off mobile data. You'll then not be able to access the internet using the mobile network. You can still use Wi-Fi even though mobile data is turned off.","id":105,"deviceId":9821},"content":"Turn on mobile data."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/apple/iphone-7-ios-11-0#calls--contacts--messaging/troubleshooting/it-s-not-possible-to-make-voice-calls","relatedProblemId":8,"condition":"Can you make a voice call?","question":"It's important to find out if you can make a call. If you can't make a call, you need to solve this problem first. When the problem is solved, you will most likely also be able to use your phone's internet connection."},"name":"It's not possible to use my phone's internet connection","description":"If you can't use your phone's internet connection, there may be several causes of the problem.","textWhenNotSolved":"Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.","id":21}

It's not possible to use my phone's internet connection

If you can't use your phone's internet connection, there may be several causes of the problem.

It's important to find out if you can make a call. If you can't make a call, you need to solve this problem first. When the problem is solved, you will most likely also be able to use your phone's internet connection.

Can you make a voice call?

Yes No

We found 3 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 3: Data roaming is turned off
You can limit your data usage when abroad by turning off data roaming. You'll then not be able to access the internet using the mobile network when abroad. You can still use Wi-Fi even though data roaming is turned off.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press Mobile Data.

Step 3 of 5

Press Mobile Data Options.

Step 4 of 5

Press the indicator next to "Data Roaming" to turn the function on or off.

Step 5 of 5

Press the Home key to return to the home screen.

Solution 2 of 3: There's an error in the operating system on your phone
If your phone is slow or freezes, it might help to restart it.
Previous slide
Step 1 of 2

Press and hold On/Off.

Step 2 of 2

Simultaneously, press and hold the Bottom volume key until your phone restarts.

Solution 3 of 3: Mobile data is turned off
You can limit your data usage by turning off mobile data. You'll then not be able to access the internet using the mobile network. You can still use Wi-Fi even though mobile data is turned off.
Previous slide
Step 1 of 5

Press Settings.

Step 2 of 5

Press Mobile Data.

Step 3 of 5

Press the indicator next to "Mobile Data" to turn the function on or off.

Step 4 of 5

Press the indicator next to the required application to turn the function on or off.

Step 5 of 5

Press the Home key to return to the home screen.

Unfortunately, our troubleshooting system can't solve the problem with your phone. Please go to our device repair page for more help.
We are pleased that the problem was solved.
Last updated: 3/4/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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