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candlelight
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No 4G/LTE on samsung J5

I have Samsung J5 mobile with option for LTE access (4G)

I am now on my 4th sim sent from virgin and still have no 4G access and virgin tell me my phone is receiving a 4G service. I've passed the refresh date.  My wifes 4G sim works in my phone but after hours on multiple calls to customer service I still do not have 4G access. Otherwise the sim works fine for calls and texts.

Please help.

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Re: No 4G/LTE on samsung J5

Hi candlelight,

 

Welcome to the community and thanks for posting. I deeply apologise for you not being able to access 4G despite calling up and having numerous SIM changes.

 

I'd like to try and get to the bottom of this for you. Could you please answer the following questions:-

 

What network type do you currently have selected? Instructions to check as follows:-

Apps > Settings > Mobile networks > Network mode > LTE/3G/2G

 

Have you tried your SIM in your wife's phone?

Do you get 4G when you do this?

What symbol is showing on the top right? (3G, H+, 4G etc)

Can you access mobile data in general?

 

If your handset has the incorrect APN settings then this might cause a problem. You can enter them manually by looking here or you can select your handset from the list here and you'll get the update directly.

 

Look forward to your reply.

 

Thanks


Rich
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candlelight
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Re: No 4G/LTE on samsung J5

Thank you.  It was eventually solved by the phone customer service team who discovered that the number had been registered with virgin for 4G but not with EE they then registered the number with EE from your end and now all is good.  I am a happy customer but frustrated that the customer service team didn't pick up on this error earlier

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