topic Re: O2 failure to solve Android 5.0.1 upgrade problem in Android

O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Tue, 27 Jan 2015 11:25:38 GMT

After upgrading my Nexus5 from Android 4.4.4 to 5.0.1 I found it impossible to get a 4G connection (or even a 3G or any other connection apart from wifi). With 4.4.4, 4G had worked fine. After spending most of a day trying out most of the obvious solutions I signed up for a Live Chat (written of course) with an O2 lady in India. After asking me all kinds of irrelevant questions she emailed to me the same list of settings that I had had months before to put in manually (!) to get 4G working on 4.4.4 and which I had been entering repeatedly on 5.0.1 without the slightest success. When I told the lady in India this, she said she would just check the data service status in my postcode area, came back a little later and assured me that there was a problem in my area, the O2 engineers were working on it and I would have 4G very soon. I did my own check on O2 service status and found that everything was working normally. Nul points to the lady in India.

Next I took the Nexus into the O2 shop in Wimbledon. The friendly guy there had a casual look at it, tried putting in a new APN ("that normally works"), and when it didn't, said I would need to 'book it in' with an O2 guru at Clapham Junction where he made me an appointment for the following afternoon.

Two hours later I showed it to my adult son, a development economist, who fixed it in three minutes flat. (Don't ask me, or him, how.)

Nul points to the friendly guy in Wimbledon.

O2 is so good in so many ways, and so bad at technical advice and problem-solving. Why can't O2 send these complicated settings down the line and install them automatically in the device instead of making you get the settings from O2 and put them in manually? If Vodafone can do that, why can't O2?

Brian

Re: O2 failure to solve Android 5.0.1 upgrade problem

jonsie — Tue, 27 Jan 2015 12:16:48 GMT

Normally you just need to text ACTIVE to 2020, save the settings and reboot the phone.

Re: O2 failure to solve Android 5.0.1 upgrade problem

anticpated — Tue, 27 Jan 2015 15:36:05 GMT

Google is responsible for nexus updates. Try removing the apn settings and resetting the apn to the defaults.

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Thu, 29 Jan 2015 14:23:33 GMT

Any luck with the advice above @Anonymous ?

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Thu, 29 Jan 2015 14:34:41 GMT

>>Normally you just need to text ACTIVE to 2020, save the settings and reboot the phone<<

Thanks for that tip. No-one at o2 ever suggested doing that, either when I upgraded the smartphone for 4g or when I upgraded the OS to Android 5.0.1. The eventual solution to the problem involved manually entering the o2 settings each time (both times several times before it worked). No-one at o2 warned me that this would have to be done on either occasion. I wonder why? Do they think it would put people off paying extra for 4g?

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Thu, 29 Jan 2015 14:38:03 GMT

Thanks -- actually there isn't any problem now, I just wondered why o2 advisers had twice failed to carry out what turned out to be quite a simple operation, and why o2 required its customers to enter these intricate settings manually.

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Thu, 29 Jan 2015 14:43:00 GMT

>>Google is responsible for nexus updates. Try removing the apn settings and resetting the apn to the defaults.<<

Thanks. I had no problem at all with Google's Android update. The problem arose purely with the o2 settings for o2 4g, which are apparently quite different from the (Android?) default settings. Anyway it's all working fine at the moment -- thanks to my amateur-tech-savvy son, but no thanks to o2!

Re: O2 failure to solve Android 5.0.1 upgrade problem

MI5 — Thu, 29 Jan 2015 14:46:02 GMT

Should you ever need them in the future, they can be found here http://www.geeksquad.co.uk/articles/o2-apn-settings#o2%20Android%20APN%20MMS%20mobile%20internet%20settings

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Tue, 03 Feb 2015 11:55:38 GMT

Thanks for updating us @Anonymous I'm glad the community was able to help you Hope to see you around!

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Tue, 03 Feb 2015 13:23:04 GMT

I assume that this was an automated reply as neither o2 nor "the community" helped to solve the problem at all!!!

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Fri, 08 Jan 2016 14:42:54 GMT

I have the same problem on my galaxy s4, cannot get a 4g connection after 5.0.1 upgrade, phone service comes and goes, g service comes and goes but no 4g, I have another galaxy s4 with 4.4.2, when I put my sim in to that phone even thing works fine.

I've been to the O2 shop, guru did a factory reset but no luck, I've text active to 2020 saved the setting but still no luck.

This has happened just after my 18 month contract finished.

Somebody please help!

Re: O2 failure to solve Android 5.0.1 upgrade problem

Cleoriff — Fri, 08 Jan 2016 14:51:16 GMT

Hi @Anonymous

Have you got a 4G sim?

Re: O2 failure to solve Android 5.0.1 upgrade problem

MI5 — Fri, 08 Jan 2016 15:01:33 GMT

4g works fine on Lollipop I can assure you, so there is something else wrong with your phone or it's settings.

Anyway, you have a 2 year warranty so if it is broke, contact Samsung to get it fixed

Phone Support

0330 SAMSUNG (726 7864)

Re: O2 failure to solve Android 5.0.1 upgrade problem

Anonymous — Fri, 08 Jan 2016 17:05:41 GMT

yes the sim is 4g, my wife also has a samsung s4, the sim works fine on there, can u send me the setting and I will try manually.

Re: O2 failure to solve Android 5.0.1 upgrade problem

MI5 — Fri, 08 Jan 2016 17:08:37 GMT

Settings are here http://www.geeksquad.co.uk/articles/o2-apn-settings#o2%20Android%20APN%20MMS%20mobile%20internet%20settings