Hi, I am A. Stevens here to help with your question!
I need to get a little more information from you about the issue so that I can give you the best answer.
Could you let me know what make & model your Android phone is?
Please let me know when you return, so that we can continue working on this question. I will respond as soon as possible when I see your reply.
I took the phone into the EE shop and they have sorted out the problem many thanks