topic Re: Upgraded - can't connect to network in Sky Mobile

Upgraded - can't connect to network

Tom228 — Tue, 31 Dec 2024 18:14:33 GMT

I've upgraded to an iPhone 16 pro. Phone arrived yesterday, transferred sim from old phone, wifi worked, apps transferred over etc, but no network connection. I phoned Sky, they said coverage in my area was fine, and as sim worked in previous phone, must be a device issue. So they cancelled the order, and re-ordered to get me exactly the same deal, with a new device delivered today. Exactly the same problem. I can't believe 2 brand new iPhone 16 pros can't connect to a network. I think there's something I'm doing wrong/not doing, but Sky couldn;t tell me what that was yesterday, and now they've all gone for the evening on the phone and online chat (website says chat open till 8:30 - it is not. It stopped at 6.) What am I doing wrong?

Re: Upgraded - can't connect to network

caesarome — Tue, 31 Dec 2024 19:26:38 GMT

@Tom228

Have you tried to see if you can get the network settings sent to the phone:

Go to sky.com/networksettings (My Account > Mobile > Settings) and sign in with your Sky iD.
Select the mobile number or SIM name you're having trouble with.
Scroll to 'Resend network settings' and select Request settings.
Save the settings when your receive them and reboot your phone.

Re: Upgraded - can't connect to network

Tom228 — Tue, 31 Dec 2024 20:07:04 GMT

Hi @caesarome . Thanks for the suggestion. I tried this earlier, and nothing happened (I assumed as I can't connect to the network that's why nothing came through). I just tried again and I got "Sorry, we've been unable to resend network settings at this time. Please try again later."

I just tried the sim back in my original (old) phone, and it no longer works. So it seems the sim itself is now the problem.

Re: Upgraded - can't connect to network

caesarome — Tue, 31 Dec 2024 20:11:14 GMT

Have you tried adding the settings yourself:

Settings > Network & Internet > Mobile network Sky > (stroll down) Access point names

Click + (Edit acess point - details as follows)

Name: mobile.sky
APN: mobile.sky
Proxy: Not set
Port: Not set
Username: Not set
Password: Not set
Server: Not set
MMSC: Not set
MMS port: Not set
MCC: 234
MNC: 57
Authenication type: Not set
APN type: default
APN protocol: IPv4
APN roamimg protocol: IPv4
APN enable/disable (appears grey) -will switch to enabled)
Bearer: Unspecified
MVNO type: GID
MVNO value: 0C

To save press : (top right hand corner and press save)

Restart Phone

Re: Upgraded - can't connect to network

Tom228 — Tue, 31 Dec 2024 20:17:45 GMT

There is no Network & Internet option under Settings.

Re: Upgraded - can't connect to network

caesarome — Tue, 31 Dec 2024 20:30:43 GMT

Try this instead:

From the home screen, tap Settings.
Tap Mobile Service.
Tap Mobile Data Network.

Then enter the settings.

Re: Upgraded - can't connect to network

Tom228 — Tue, 31 Dec 2024 20:38:09 GMT

Some of the settings you quoted aren't there. But the ones that are there are already set to the ones you suggested.

Re: Upgraded - can't connect to network

caesarome — Tue, 31 Dec 2024 22:17:51 GMT

On Thursday when the phone lines are open again it might be worth using a different phone and calling them about this as they might want to send you a replacement sim to try.

Re: Upgraded - can't connect to network

Tom228 — Tue, 31 Dec 2024 22:19:53 GMT

Thanks. That's sounding the best option right now.

Re: Upgraded - can't connect to network

Kezza8 — Mon, 30 Jun 2025 20:37:33 GMT

I followed @caesarome suggestion and it seemed to be that the VPN I had on the previous phone, the 16 pro didn't like. If you have a VPN I'd delete it and see if that works. I deleted mine and it worked for me.

Re: Upgraded - can't connect to network

Assistance251 — Mon, 30 Jun 2025 22:24:42 GMT

Any advice would be appreciated as transferred from 02 to Sky and iPhone 16 pro max. Exactly same situation as to others and can only use internet when at home or connected to others WiFi. Have unlimited data package but haven't been able to use since phone was received. Have been sent a replacement phone which also did not work and even a new SIM card was sent. Have called helpline 5 times and was promised a call back within 3-5,working days but still no luck. Have tried all the suggested resets. Anyone have more ideas on how I can sort this?