[English] Request for Customer Service. No Data after getting a new phone.
vor 3 Jahren
Hello, I'm trying to see if I can get in contact with someone from Telekom in regards to a new phone I got not working. I switched the sim card from my old phone into the new one but it's not showing any data and I can't call when I'm outside of my house/not on Wifi. Thank you and I look forward to hearing from someone!
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Did data work with the old phone and does it still work when you put the SIM card back in the old phone (assuming you still have the old phone).
What make and model is your new phone?
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vor 3 Jahren
Can you make those WhatsApp calls via mobile or does it only work via wifi? If WhatApp works via mobile, then mobile data would obviously be working.
It wold be helpful if you could upload a screenshot from the android diagnostics screen. The screen is available via a chatcode:
1. Open the phone keypad and type *#*#4636#*#*" ("*#*#INFO#*#*). This should take you to a screen titled "Test" with three options, click on "Phone information".
2. Scroll down about half way and click the "RUN PING TEST" button.
2. The phone info screen should look like the example attached from my phone (my phone is a Pixel 6, so should be similar to yours). Please take as many screenshots as needed to capture the entire Phone info screen.
3. For data privacy reasons, use an image editor to to erase all personal information from the screenshots (i.e. your IMEI , IMSI and phone number in the upper part of the screen and the TAC and CID numbers further down).
4. Upload the screenshots here
This Phone info screen contains information on the attach status to the mobile network of your phone, data service, whether VoLTE is enabled etc, hopefully this gets us closer to the problem.
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vor 3 Jahren
Good evening @TheRekindler ,
thanks for writing us and explaining your current problem with your new mobile phone.
As I could read @lejupp is still here for you and had already ideas what could be the reason.
Can you give us the mentioned screenshots so we can have a look in the details to find the problem?
Best regards
Sarah D.
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