New customer to Sky Mobile

[Jackie198]

Put new sim in mobile for Sky Mobile, activated, it obtained PAC to keep old number - all was well, except was unable to access data.  Am supposed to get 10Gb but had 9.9 Gb unused after 3 weeks.  Followed help online, spoken to three Sky customer services ops, the last one sent me a new sim.  I've activated the new sim but still not able to access apps away from my home wi-fi.  There must be a setting out of sync somewhere, but what?  Thanks in anticipation of any help possible.

[63johnw]

Hi @Jackie198  what phone do you have ? Have you checked the correct APN is stored ?

[Jackie198]

I have a Motorola G73 - it's about 15 months old and has been fine until I switched to Sky.  I've seen APN somewhere but don't know what it is, sorry. 😞

[63johnw]

Hi @Jackie198  look in settings, network and internet, mobile network, tap on the sim (if more than one) , tap on access point name (APN). 

what does it say ?

[Jackie198]

Hi, 

in Network: Au-tomatically select network - that is switched "on"

Greyed out  below that is choose network and that is Sky - also greyed out.

Access point names - nothing showing

below which it says Allow 2G - and that is switched on.

I'm sorry I'm being dim, but have never had to look at this stuff before 'cos it has always worked 😐

Thanks for your interet.

[63johnw]

Is mobile data switched on in your phone settings @Jackie198  ?

[twilight+princess]

Try resetting the network settings. Settings > System > Reset options > Reset Mobile Network Settings > Reset settings.

[Jackie198]

Thank you.  I've tried and this doesn't seem to have worked either.

Thanks for taking the time to help - looks like it's going to be another phone call.🙄

Best wishes

Jackie

[Jackie198]

Yes, it is.

[twilight+princess]

If you try the sim in another phone does the problem remain?
If you try another sim in the phone does the problem remain?

[Jackie198]

No, but I will try this - good idea!  Will let you know - just have to charge the old phone up 🙂

[twilight+princess]

It'd rule out which is causing the problem - phone or sim.

[Jackie198]

Thank you Virginia for your reply.  Unfortunately my old phone is refusing to charge up.  Can't face phoning Sky yet - will have another go next week.  Hopefully they can talk me through what's wrong.  If it is the phone, then I'm going to have to put up with it 'cos can't afford another one yet !😏

Thanks you to everyone for you help.