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.