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Richard
Richard, Engineer
Category: Electronics
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Experience:  Electronics Engineer
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I have a brand new Huawei Y7 2018. I am unable to connect to

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I have a brand new Huawei Y7 2018. I am unable to connect to the internet on 3G or 4G and have these turned on. Also I am unable to receive incoming text messages. Thank you
JA: What device are you trying to connect?
Customer: Huawei Y7 2018
JA: How long have you had your Y7?
Customer: 1 week
JA: What have you tried so far?
Customer: I have set it up and turned on 3G and 4G but nothing
JA: Anything else you want the Electronics Expert to know before I connect you?
Customer: Also I can send Text messages but not receive them

Hi there and welcome

Are you able to send text messages?

Please let me know

Customer: replied 2 months ago.
Customer: replied 2 months ago.
No thank you

Ok, is it just from one person you cannot receive messages?

Customer: replied 2 months ago.
I can receive texts from BT and you but not other people. I am also more concerned to resolve the lack of 3G / 4G

If you receive text messages from some you can then receive from all.

The service does not use 3G for this, its done via the SMS protocol

For the internet, go to settings, connections mobile data and switch it on there

let me know how you go

Customer: replied 2 months ago.
I had already done all that and nothing.

ok, what do you mean with all that?

Please tell me what you have done and what happens when you did it

Customer: replied 2 months ago.
I went into settings, went to wireless & networks, went to mobile network, mobile data is on data roaming is on.

Now open the internet browser and tell me what happens when you go to a website

Customer: replied 2 months ago.
It say no internet!

Hold the power button until you see a menu and choose power off

then power it on and tell me how it now functions please

Customer: replied 2 months ago.
what do you mean by functions? phone is back on

functions being how it now functions.. does it now have internet, is that functioning

Customer: replied 2 months ago.
with the wifi off 4g is now working. Do I need to turn the wifi off when I leave my home?

No, you can leave it on

It just needed a restart as you saw, it will now be ok

Any issues, please let me know and thank you for allowing me to help you today. My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen then submit before you leave today. If you need more assistance, please use the reply box and let me know.

Customer: replied 2 months ago.
I had 4g working with the wifi on my phone off. I have turned the wifi on the phone and the 4g went. I have turned the wifi on my phone and the 4 g hasn't come back on my phone. how do I get 4g back

Is 3G or any service there?

Customer: replied 2 months ago.
No service at all

go to settings, connections, mobile data

is it on?

Customer: replied 2 months ago.
turned on still but no services

restart the phone again, does it come back on?

Customer: replied 2 months ago.
4G has come back on after restarting the phone

is Wifi on?

Customer: replied 2 months ago.
No I had left it off

turn it on, then off

Does 4G come back on?

Customer: replied 2 months ago.
No 4G, I only seem to get 4G when I restart the phone with wifi already turned off

Go to settings, apps

Select the three dots then show system apps

Then locate Google Services Framework

Select it then storage then clear data

Once done, restart the phone and tell me how 4G operates

Customer: replied 2 months ago.
All done. When phone restarted with wifi off, 4G came on. I turned the wifi on and then shortly off but no 4G came back

Ok, we will need to reset the Phone, this will remove all your data from it and return it to new, so save any personal data from it first

Then go to settings, search for Factory Reset

Run this and when done, setup the phone and tell me how it now functions please

Customer: replied 2 months ago.
All done and it works !!! When I turn off wifi I get 4G and then turn on wifi 4G goes and then wifi off 4G back. Many thanks

You are welcome and thank you for allowing me to help you today. My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen then submit before you leave today. If you need more assistance, please use the reply box and let me know.

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