topic 5G not working on iPhone 13 pro and unconsented tariff change in Pay Monthly

5G not working on iPhone 13 pro and unconsented tariff change

MK6 — Wed, 20 Apr 2022 13:07:02 GMT

I recently purchased an iphone 13 pro max from Apple, and put my sim into the phone and it worked except 5G never connected. I know I get 5G in my area as my Mums phone gets full bars all of the time. I put her O2 sim into my phone and 5G connected instantly, confirming that my phone was working fine. I have spoken to O2 on multiple occasions (quite literally 10 times over chat and call in the last week) and they have either told me its working fine, or that I need a new sim. Every advisor has sent me a new 5G sim, and I have done 4 sim swaps since last week, with no 5G at any point of time. I work in London - and 5G has also never connected there anywhere during or travelling to work (colleagues on o2 were getting 5G signals on iphones) I was told there were issues with masts in certain areas in one of my calls which clearly is not the reason I am not getting 5G. I had one advisor do something on my account and change my tariff without my consent also, and the next advisor claimed I was never on my initial tariff (25GB) despite me having evidence of an email from O2 confirming my tariff when I changed over to it. On top of this, when I was sent a replacement sim someone had turned the sim I was using off during easter weekend, so I had no signal for 4 days. I initially called to get 5G activated, but now have been switched tariff, have no 5G and lost signal for multiple days.

Re: 5G not working on iPhone 13 pro and unconsented tariff change

Bambino — Wed, 20 Apr 2022 13:13:05 GMT

@MK6 Have you contacted Apple? They may be able to help: Official Apple Support

Re: 5G not working on iPhone 13 pro and unconsented tariff change

MI5 — Wed, 20 Apr 2022 13:52:20 GMT

@MK6

Although 5g is free it still needs to be enabled on your account.

Check with O2 that they have ticked the 5g box in your account settings.

Re: 5G not working on iPhone 13 pro and unconsented tariff change

RafaC — Thu, 21 Apr 2022 15:38:02 GMT

Hey @MK6 were you able to sort it out?

Re: 5G not working on iPhone 13 pro and unconsented tariff change

MK6 — Thu, 21 Apr 2022 16:49:23 GMT

Yes- o2 on the phone weren’t helpful but via Messenger whoever helped me was a godsend, they solved all of the issues and as of this afternoon 5G works as it should.

EDIT: issue was something to do with my account, they fixed it on their end.

Re: 5G not working on iPhone 13 pro and unconsented tariff change

RafaC — Fri, 22 Apr 2022 08:02:39 GMT

Glad to hear that it got sorted out @MK6!