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.
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.
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