Mobile phone contract/ lack of service

born_again

boobyd said:

Thanks for the comments/replies.
To answer some.
Contract phone GalaxyS21
Tried another SIm,does the same
Locked to mast-Sky help/twitter came back to quote"Your phone will connect to nearest mast and can't select another one manually"
Have reset Network settings
When away from Home WiFi the phone tries to connect to masts as I am driving,it keeps "pinging" but the same message comes up " No internet connection,Sky network unavailable.
Thanks

Note the word nearest. As you move around another mast will become the nearest.

oldernonethewiser

Your phone isn't "locked" to any mast, as already pointed out.

Sounds like an issue with the phone.  What support do SKY give for contract phones?

400ixl

Was the other sim you tried from a different network (EE, Vodafone)?

Sounds like the phone is the issue if that was the case. I would start with a full factory reset. Then start with a non Sky sim and if that doesn't work it rules out the network.

RefluentBeans

boobyd said:

Thanks for the comments/replies.
To answer some.
Contract phone GalaxyS21
Tried another SIm,does the same
Locked to mast-Sky help/twitter came back to quote"Your phone will connect to nearest mast and can't select another one manually"
Have reset Network settings
When away from Home WiFi the phone tries to connect to masts as I am driving,it keeps "pinging" but the same message comes up " No internet connection,Sky network unavailable.
Thanks

So to confirm - the device won’t connect even when away from home (where there is a mast that is out and causing a dip in network coverage)? 

If that’s the case then it’s a separate issue to that single mast being out of service, and I don’t think it would be resolved by the mast being fixed. I think that’s a technical issue either with the phone and/or SIM card. I would contact Sky to explain that even when away from home, you don’t get coverage. 

If the mast isn’t functioning, then the device won’t connect to it. And as others have said, the device won’t lock onto a single mast indefinitely. That’s why you can use phones and sims from 20 years ago where the cellular network has changed completely but the device will still pick up a mast. 

Personally, I would try the sim in a different phone (away from home as there will likely be a network dip there) and if you have a different sim, you can try that in your Galaxy. That will be the first steps that Sky will tell you to do. Again you can test at home, but I’d also test at a different location far enough away from the faulty mast as there will
be a network dip in that area where the connections will be worse. 

EnPointe

OP sounds implausible and  impossible to diagnose remotely 

call centre answer  is  guff  except in that it's generally not possible using a standard phone to reject  an in-service cell from your network 

savergrant

Ayr_Rage said:

A phone will NEVER be locked to one tx/rx site, that's the whole point of MOBILE phones, they move their connections from cell to cell.

It sounds like a phone or SIM fault, suggest you check the APN settings of your handset and try the SIM in another.

PS. You don't get WiFi on mobile networks.

I guess they mean the phone isn't working as a WiFi hotspot, as it isn't connecting to mobile data.

born_again

EnPointe said:

OP sounds implausible and  impossible to diagnose remotely 

call centre answer  is  guff  except in that it's generally not possible using a standard phone to reject  an in-service cell from your network 

Phone in Airplane mode would give this issue..

PHK

Or with mobile data turned off.

TadleyBaggie

boobyd said:

Locked to mast-Sky help/twitter came back to quote"Your phone will connect to nearest mast and can't select another one manually"

Which is correct and doesn't mean it is locked to a particular mast at all, just that it will connect to the closest one to wherever you are at the time.

boobyd

Again thanks for comments suggestions.
Have done a full factory reset,same issue appeared.
At home using Home broadband fine.
Turn Home wi fi off, phone does work,can see 4g and the "data arrows" and pages load etc.
Go away from home ,15 -200 miles doesn't work,when driving get loads of pings.Sometimes a WhatsApp/ message might get through,sometimes might get phone calls,most times get no network  message 
Same message, No internet connection,Sky network unavailable.
Tried wife's phone SIM get same issue(Virgin/EE) ,I'm Sky/EE
Airplane mode off.
Mobile data on
Latest update from Sky is the local tower isn't working and further update on 22 Dec.
Doing most of chat through X as phone/ chat is painful trying to get some understanding.
Sky forum not much different to help on here.