{"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 networks"","steps":[{"note":null,"overlay":null,"text":"Slide your finger downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the settings icon ."},{"note":null,"overlay":null,"text":"Press Connections ."},{"note":null,"overlay":null,"text":"Press Mobile networks ."}],"content":"
  • Slide your finger downwards starting from the top of the screen.
  • Press the settings icon.
  • Press Connections.
  • Press Mobile networks.
","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":15517},"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 lower part of the Volume key until your phone restarts."}],"content":"
  • Press and hold On/Off.
  • Simultaneously, press and hold the lower part of the 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":15517},"content":"Restart your phone ."},{"name":"Your phone hasn't been correctly set up for internet","description":"Several functions on your phone require an internet connection, e.g. when you use the internet browser, send email messages and install apps.","guide":{"blocks":[{"title":"Find "Access Point Names"","steps":[{"note":null,"overlay":null,"text":"Slide your finger downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the settings icon ."},{"note":null,"overlay":null,"text":"Press Connections ."},{"note":null,"overlay":null,"text":"Press Mobile networks ."},{"note":null,"overlay":null,"text":"Press Access Point Names ."}],"content":"
  • Slide your finger downwards starting from the top of the screen.
  • Press the settings icon.
  • Press Connections.
  • Press Mobile networks.
  • Press Access Point Names.
","info":""},{"title":"Create new data connection","steps":[{"note":null,"overlay":null,"text":"Press Add ."},{"note":null,"overlay":null,"text":"Press Name ."},{"note":null,"overlay":{"top":1756,"left":412,"text":"EE Internet","position":0},"text":"Key in EE Internet and press OK ."}],"content":"
  • Press Add.
  • Press Name.
  • Key in EE Internet and press OK.
","info":""},{"title":"Enter APN","steps":[{"note":null,"overlay":null,"text":"Press APN ."},{"note":null,"overlay":{"top":1752,"left":384,"text":"everywhere","position":0},"text":"Key in everywhere and press OK ."}],"content":"
  • Press APN.
  • Key in everywhere and press OK.
","info":""},{"title":"Enter username","steps":[{"note":null,"overlay":null,"text":"Press Username ."},{"note":null,"overlay":{"top":1747,"left":422,"text":"eesecure","position":0},"text":"Key in eesecure and press OK ."}],"content":"
  • Press Username.
  • Key in eesecure and press OK.
","info":""},{"title":"Enter password","steps":[{"note":null,"overlay":null,"text":"Press Password ."},{"note":null,"overlay":{"top":1756,"left":369,"text":"secure","position":0},"text":"Key in secure and press OK ."}],"content":"
  • Press Password.
  • Key in secure and press OK.
","info":""},{"title":"Enter country code","steps":[{"note":null,"overlay":null,"text":"Press MCC ."},{"note":null,"overlay":{"top":1756,"left":388,"text":"234","position":0},"text":"Key in 234 and press OK ."}],"content":"
  • Press MCC.
  • Key in 234 and press OK.
","info":""},{"title":"Enter network code","steps":[{"note":null,"overlay":null,"text":"Press MNC ."},{"note":null,"overlay":{"top":1752,"left":384,"text":"33","position":0},"text":"Key in 33 and press OK ."}],"content":"
  • Press MNC.
  • Key in 33 and press OK.
","info":""},{"title":"Select authentication type","steps":[{"note":null,"overlay":null,"text":"Press Authentication type ."},{"note":null,"overlay":null,"text":"Press PAP ."}],"content":"
  • Press Authentication type.
  • Press PAP.
","info":""},{"title":"Enter APN type","steps":[{"note":null,"overlay":null,"text":"Press APN type ."},{"note":null,"overlay":{"top":1761,"left":456,"text":"default","position":0},"text":"Key in default and press OK ."}],"content":"
  • Press APN type.
  • Key in default and press OK.
","info":""},{"title":"Save data connection","steps":[{"note":null,"overlay":null,"text":"Press the menu icon ."},{"note":null,"overlay":null,"text":"Press Save ."},{"note":null,"overlay":null,"text":"Press the field next to the data connection to activate it."}],"content":"
  • Press the menu icon.
  • Press Save.
  • Press the field next to the data connection to activate it.
","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":"Setting up your phone for internet","description":"The internet connection is shared by many functions on your phone such as internet browsing, receiving email messages and installing apps. You can access the internet as soon as you've inserted your SIM. If this isn't the case, you can set up your phone for internet manually.","id":71,"deviceId":15517},"content":"Set up your phone for internet ."},{"name":"Mobile data is turned off","description":"To use your phone's internet connection, mobile data needs to be turned on.","guide":{"blocks":[{"title":"Turn mobile data on or off","steps":[{"note":null,"overlay":null,"text":"Slide two fingers downwards starting from the top of the screen."},{"note":null,"overlay":null,"text":"Press the mobile data icon to turn the function on or off."}],"content":"
  • Slide two fingers downwards starting from the top of the screen.
  • Press the mobile data icon 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":15517},"content":"Turn on mobile data ."}],"intro":{"relatedProblemPath":"/content/ee-web/en_GB/help/help-new/phones-and-devices/samsung/galaxy-s10e#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 4 possible solutions to your problem.

Click Start the guide to see the solutions.

Solution 1 of 4: 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 6

Slide your finger downwards starting from the top of the screen.

Step 2 of 6

Press the settings icon.

Step 3 of 6

Press Connections.

Step 4 of 6

Press Mobile networks.

Step 5 of 6

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

Step 6 of 6

Press the Home key to return to the home screen.

Solution 2 of 4: 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 lower part of the Volume key until your phone restarts.

Solution 3 of 4: Your phone hasn't been correctly set up for internet
The internet connection is shared by many functions on your phone such as internet browsing, receiving email messages and installing apps. You can access the internet as soon as you've inserted your SIM. If this isn't the case, you can set up your phone for internet manually.
Previous slide
Step 1 of 26

Slide your finger downwards starting from the top of the screen.

Step 2 of 26

Press the settings icon.

Step 3 of 26

Press Connections.

Step 4 of 26

Press Mobile networks.

Step 5 of 26

Press Access Point Names.

Step 6 of 26

Press Add.

Step 7 of 26

Press Name.

Step 8 of 26

Key in EE Internet and press OK.

Step 9 of 26

Press APN.

everywhere
Step 10 of 26

Key in everywhere and press OK.

Step 11 of 26

Press Username.

eesecure
Step 12 of 26

Key in eesecure and press OK.

Step 13 of 26

Press Password.

secure
Step 14 of 26

Key in secure and press OK.

Step 15 of 26

Press MCC.

234
Step 16 of 26

Key in 234 and press OK.

Step 17 of 26

Press MNC.

33
Step 18 of 26

Key in 33 and press OK.

Step 19 of 26

Press Authentication type.

Step 20 of 26

Press PAP.

Step 21 of 26

Press APN type.

default
Step 22 of 26

Key in default and press OK.

Step 23 of 26

Press the menu icon.

Step 24 of 26

Press Save.

Step 25 of 26

Press the field next to the data connection to activate it.

Step 26 of 26

Press the Home key to return to the home screen.

Solution 4 of 4: 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 3

Slide two fingers downwards starting from the top of the screen.

Step 2 of 3

Press the mobile data icon to turn the function on or off.

Step 3 of 3

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: 28/3/2019
Simon H posted this. Got a comment? Good or bad, we'd be pleased to hear from you.
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