topic Issues with O2 data outside home wifi in Pay Monthly

Issues with O2 data outside home wifi

Stan2022 — Mon, 10 Jan 2022 15:44:26 GMT

My data is not working outside the house/wifi. I tried everything, Switching phone on/off. Followed previously presented advice about switching on airplane mode then off.

Nothing seems to work. Not just that. Paying for a service that we are not getting plus missing out on work emails and communications when we are outside the house.

Plus it is impossible to get in touch with customer service. Absolute nightmare.

I stopped, today, by o2 in Hampstead and the staff was on his phone and in his cuckoo land. I explained that I am an O2 customer and I am having problems with data. He said sorry we cannot help, check with your network provider.

Re: Issues with O2 data outside home wifi

MI5 — Mon, 10 Jan 2022 15:45:41 GMT

@Stan2022

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks

Re: Issues with O2 data outside home wifi

Stan2022 — Mon, 10 Jan 2022 15:52:23 GMT

I know that this forum is for customers. I have tried everything to no avail. I have been guided by o2 automated to check in here. I did check and it seems many are in the same position and without any help.
I tried chat/text/twitter DM, Instagram DM but no replies from o2.

Re: Issues with O2 data outside home wifi

madasaf1sh — Mon, 10 Jan 2022 17:11:18 GMT

@Stan2022

What phone do you have ?

Have you checked your APN Settings under Mobile Data settings?

Do you get any error messages

Re: Issues with O2 data outside home wifi

MI5 — Mon, 10 Jan 2022 17:47:11 GMT

@Stan2022

It's pointless being directed here as we cannot access accounts.

Try resetting your network connections or check your apn against those listed in these guides.

https://community.o2.co.uk/t5/Android-Devices-Samsung-HTC-Sony/Connecting-Android-Phone-to-Data-Services/m-p/544202#U544202

https://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Connecting-iPhone-to-Data-Services/m-p/544210#U544210

Also check if there are any issues in your area O2 Service Status

But, if it is account related, You need to contact O2.
All numbers are in this guide
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

Re: Issues with O2 data outside home wifi

Stan2022 — Mon, 10 Jan 2022 18:13:05 GMT

Thanks!

iPhone XR

correct setting for APN: idata.o2.co.uk

Re: Issues with O2 data outside home wifi

Stan2022 — Mon, 10 Jan 2022 18:16:23 GMT

Thanks.

All settings have been checked.

Also network status checked (in two places: near home and where I was today) and this was good as I was able to communicate with O2. I sent them a description of the problem. Hopefully someone will get back to me and help to sort the problem. It could be a sim issue rather than a phone issue.

Re: Issues with O2 data outside home wifi

MI5 — Mon, 10 Jan 2022 19:05:59 GMT

@Stan2022

Worth trying a new sim.

You can pop into any O2 store and they will swap it for you for free.

Re: Issues with O2 data outside home wifi

Stan2022 — Mon, 10 Jan 2022 19:27:30 GMT

That was the plan. Hence, I popped, as previously indicated, to the O2 Shop in Hampstead where I was and they were not helpful. I am now waiting for customers service to get in touch so I shall ask them for an activated sim card. The shop's needs a reactivation which can be a long process to call O2, wait for them to answer, then to take action

Re: Issues with O2 data outside home wifi

lewys-gp — Tue, 11 Jan 2022 12:51:57 GMT

Hi, @Stan2022. Good luck with this. If you can keep us updated, I'm sure the members above and any other customers with similar issues who come across this thread, will appreciate it. Thanks.

Re: Issues with O2 data outside home wifi

Stan2022 — Tue, 11 Jan 2022 13:09:58 GMT

Sure, will do!

Still no news from O2 although the return email suggested a 24 hrs period before they reply. It has been more.

The problem still there and unlikely to be rectified without O2's intervention.

Re: Issues with O2 data outside home wifi

Stan2022 — Tue, 11 Jan 2022 14:13:12 GMT

Just heard from the genius O2. Although in my communication to them I had explained all the steps that I have already done in an attempt to resolve the problem, they sent me exactly what I told them that I have done. Please see below what they have sent me.

Hi, we're sorry to hear you're having issues with using your mobile data. Is this happening when you're in a certain area or everywhere you go? Please try these steps, they can help

https://bit.ly/37CQWva

Re: Issues with O2 data outside home wifi

Stan2022 — Tue, 11 Jan 2022 17:29:01 GMT

I have yet received another useless and stupid reply from O2.

I had told them that I did a network check and eliminated it as the problem., as part of my communication with O2 via their network status check site, .. In spite of clearly articulating this in writing and instead of sending me a new sim, as requested, ..they wrote to enlighten me about network status check.

It is becoming so frustrating. I am giving them 48 hrs, if no joy, then I am shopping with the huge option to move to another network.

Re: Issues with O2 data outside home wifi

madasaf1sh — Tue, 11 Jan 2022 17:55:00 GMT

@Stan2022

Contact Customer Services and tell them that you want a new sim card or pop into an o2 shop and they will give you one there and then.

The Network Check Pages to be fair are not customer services and go to the NOC Engineers, who will just ignore any CS requests, as they only see correlation data, and technical data.

@O2Ryan @O2Emma

Can you helpm here at all as the user is going round and round in circles

Re: Issues with O2 data outside home wifi

O2Emma — Tue, 11 Jan 2022 17:59:40 GMT

Hi @madasaf1sh I will look into this thanks. 😀

Re: Issues with O2 data outside home wifi

O2Emma — Tue, 11 Jan 2022 18:01:28 GMT

Hi @Stan2022 I will send you a private message so I can look into this for you.

Re: Issues with O2 data outside home wifi

Stan2022 — Tue, 11 Jan 2022 18:17:06 GMT

Nothing funny about it Ms Emma

I have contacted O2, as much as it is hard to do so, and to get the repetitive non sense by cutting and pasting without reading or rationalising and twice.I very much doubt it if they can read English or comprehend it. Useless O2. Get me a PAC no was the last request.

Re: Issues with O2 data outside home wifi

madasaf1sh — Tue, 11 Jan 2022 18:20:45 GMT

@Stan2022

She was grinning at me for tagging to help, and not at your issue.

@O2Emma is a part of o2's customer services team based in the UK and will deal with the issue, and I have no reason to doubt that, that is why I tagged her into this thread to help you.

Re: Issues with O2 data outside home wifi

O2Emma — Tue, 11 Jan 2022 18:25:15 GMT

Sorry if my message to @madasaf1sh has offended you was not laughing at you and appreciate it is not a laughing matter if you can check your private messages I have sent you one so I can investigate your data issue as I am one of the O2 advisors on community to help.