7. What should I do if I have a 4G SIM and a 4G device, but am not connected to 4G on the phone?

Please ensure that your device is connected to our 4G network.

Android 

Go to the Settings menu on your Android phone > Connections > Mobile Networks > Network Mode > Select 4G / LTE

iPhone 

iPhone> Mobile Data > Mobile Data Options > Voice & Data > Select 4G / LTE & VoLTE