topic Re: Sim swap and no more 4G in Android

Sim swap and no more 4G

Grilo — Tue, 28 Jun 2016 09:10:05 GMT

Hi everyone!

I'm a bit stumped with this one:

Was using my sim free S7 edge with an O2 contract that was coming to the end and the phone was working fine, with 4G.

Took out a new sim only 12 months contract, 4G ready. Asked CS to swap my old number to this new sim and they told me, from the minute I noticed the loss of signal, to swap the sim cards with the new one. Done all that and noticed that from the start, I would only get the H+ (No 4G). Waited 24 hours and yesterday decided to visit an O2 shop and explained that ever since inserting this new sim, have not seen the 4G indicator since, despite checking all settings on the phone that are correct. They also had a look at the phone settings and confirmed the are correct, so decided to give me another sim card. Inserted it and the problem is still here. All I get is H+, knowing that I am in a 4G area.

Has anyone here experienced a similar problem?

Thanks in advance for any help.

Grilo67

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 09:12:20 GMT

You haven't got 4g enabled on your account.
Call CS on 202 and ask them to enable it.

Re: Sim swap and no more 4G

jonsie — Tue, 28 Jun 2016 09:31:02 GMT

Ask them to check if you have the BB bolt on which seems to be the default but as above, it's more than likely 4G is not enabled.

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 09:35:10 GMT

@Toby @Martin-O2 as this happens regularly, is it worth you feeding back to someone that better training is required?
Both missing 4g and Blackberry bolt on default crop up regularly on here?

Re: Sim swap and no more 4G

Grilo — Tue, 28 Jun 2016 09:35:16 GMT

Well...

Took the advice of contacting CS and they said that they have made changes to my account and I should now be able to receive 4g from 2 to 24 hours.

Fingers crossed! Thanks for your help.

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 09:37:13 GMT

It will update at midnight when O2 run their system updates.
Reboot the phone when you wake up in the morning and it should be OK by then, if not done sooner.

Re: Sim swap and no more 4G

Grilo — Tue, 28 Jun 2016 09:39:42 GMT

Thank you. I will update as soon as I have news.

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 09:41:15 GMT

Re: Sim swap and no more 4G

jonsie — Tue, 28 Jun 2016 09:44:54 GMT

Hope it's sorted for you

Re: Sim swap and no more 4G

jonsie — Tue, 28 Jun 2016 09:58:42 GMT

I agree with the training issue @Toby surely it's not too difficult to check these things?

Re: Sim swap and no more 4G

Cleoriff — Tue, 28 Jun 2016 10:22:38 GMT

We have had so many people with this same issue it seems ridiculous...even to me...:smileysad:

Re: Sim swap and no more 4G

Martin-O2 — Tue, 28 Jun 2016 10:36:04 GMT

Hey guys,

I will raise this with the rest of the O2 team but just to clarify the issue the correct sims are being sent but 4G and various boltons are not activated on the sim following the sim swap process?

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 10:37:38 GMT

@Martin-O2 wrote:
Hey guys,

I will raise this with the rest of the O2 team but just to clarify the issue the correct sims are being sent but 4G and various boltons are not activated on the sim following the sim swap process?

Correct.

4g is being missed completely and the BB bolt on is applied by default because the correct checkbox isn't ticked.

Re: Sim swap and no more 4G

Anonymous — Tue, 28 Jun 2016 11:10:15 GMT

Hi folks. This happened to me on an android phone tariff upgrade, and am sure I ticked the smart phone box? Anyway rang c s and asked if it was 4g provisioned and it was on the blackberry tariff by mistake. Got a apology and 4g was active in the morning so all worked out in the end.

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 11:14:19 GMT

It doesn't appear to make any difference what the customer selects when ordering.
It's a lack of attention to detail by the o2 employee setting up the account on the system

Re: Sim swap and no more 4G

Anonymous — Tue, 28 Jun 2016 11:17:06 GMT

You may be right there.
Must be wasting a lot of time and money if the 20 GB is popular

Re: Sim swap and no more 4G

Martin-O2 — Tue, 28 Jun 2016 12:41:08 GMT

OK guys thanks for the clarification. I'll raise this with the O2 team.

Re: Sim swap and no more 4G

jonsie — Tue, 28 Jun 2016 12:46:23 GMT

@Martin-O2 wrote:
OK guys thanks for the clarification. I'll raise this with the O2 team.

......and that will help @Martin-O2....I'm very sceptical. This has been happening for 12-18 months.

Re: Sim swap and no more 4G

MI5 — Tue, 28 Jun 2016 12:47:03 GMT

Better than saying nothing, I guess.......?

Re: Sim swap and no more 4G

jonsie — Tue, 28 Jun 2016 12:52:05 GMT

I'm one of those who believes it when it happens............