No 4G, no internet

[Anonymous]

Hi folks.  New to O2 five weeks ago, on a SIM-only tariff with 500MB data.  Early on, I switched off mobile data to save the allowance.  I switched it back on after a couple of weeks and found I had no internet connection, and also no 4G signal.  I tried an O2 pay as you go SIM in the same phone and got 4G and internet straightaway, so it's not the phone.  I went to the O2 shop, who swapped my old SIM for a new one - still no 4G or internet.  They told me it was 'a problem with my account' to give it 24 hours - still no luck.  I called Customer Services twice today, both times I was told they would reset the account, and that I should try resetting network settings via the phone - still no luck.

I'm finding that O2 are geared towards kicking the can down the road rather than finding a resolution.  Can anyone suggest what the problem might be and what I can do?  Thanks in anticipation.

[adamtemp64]

What apn settings are in use ?

[Bambino]

@Anonymous The settings for Pay & Go and contract sims are different. Try texting ACTIVE to 2020 with your Pay Monthly sim in and save the settings and see if that works.

[MI5 · Accepted solution]

If you have reset your network settings it must be an account issue.
Most common problem is that they put you on a Blackberry tariff by mistake so call CS again and ask them to check.
Tell them to press save at the bottom of the page too after changing your tariff.

[Anonymous]

Thanks for the advice Bambino.  The response says they can't deal with my request for settings and asks me to contact CS, which is what I'm now doing, again.

[Anonymous]

Thanks for the advice MI5.  Tried CS twice just now, automated message first says the wait is more than 15 minutes, and then says 'we're closed right now' and disconnects me.  Looks like I'll be trying again tomorrow.

[Bambino]

@Anonymous Best time to try to call for the shortest wait time is between 8 and 8:30 am, if you can. Good luck. Let us know how you get on.

[MI5]

They should be open until 9.00pm unless they are running different hours for the BH although it's not stated on the website.

[Anonymous]

Many thanks @Bambino, @MI5, @adamtemp64, great to have such quick and helpful replies.  I'll try CS in the morning, and let you know how I get on.  Enjoy the rest of the bank holiday! 

[MI5]

You too mate