topic Re: H+ when I should get 4G in Pay As You Go

H+ when I should get 4G

Welshyyyyy — Sat, 21 Jul 2018 16:57:23 GMT

Hi, I just joined O2 last week (from EE), and have just noticed that where I am sitting at the moment I have H+ signal (Motorola phone)
My girlfriend is sitting next to me and has full 4G on her Samsung (also on O2)
My phone is 4G compatible, is there a setting that I need to check somewhere to get 4G?
I looked at another similar question and it mentioned to check the SIM card to make sure it has 4G on it, and it has. Anything else I can check or does it need a call to O2?

Thanks in advance

Re: H+ when I should get 4G

MI5 — Sat, 21 Jul 2018 17:01:20 GMT

Check your network settings and make sure you have 4g or LTE selected.

If you have, you will have to call to check that you have the correct data bolt on as you may be on Blackberry data by mistake.

Re: H+ when I should get 4G

Welshyyyyy — Sat, 21 Jul 2018 17:27:31 GMT

Thanks, yes 4G is selected. I'll ring up later
Thanks for the reply

Re: H+ when I should get 4G

MI5 — Sat, 21 Jul 2018 18:00:00 GMT

No worries mate.
Check your apn too, just in case.........
https://www.teamknowhow.com/discover/discover/o2-apn-settings#Android%20APN%20settings%20for%20O2

Re: H+ when I should get 4G

pgn — Sat, 21 Jul 2018 19:00:22 GMT

I get H+ in the notification bar when on the 2G/3G setting, which is actually faster than the other setting, 4G, when contention for the 4G signal is high.

Re: H+ when I should get 4G

Welshyyyyy — Sat, 21 Jul 2018 19:49:54 GMT

Thanks, I did try the online chat earlier, the guy I was speaking to didn't seem to know what the issue was, and after about 15 minutes suggested I reboot the phone.. So as that didn't do anything I came back and saw your post, I've just added the APN settings, will need to check tomorrow when I'm back in a 4g area (which I'm not at the moment). I did try my girlfriends sim in my phone earlier when we were in a 4g area and I only had H+ again so that would point to the APN settings I guess... Will confirm tomorrow, thanks for the advice

Re: H+ when I should get 4G

MI5 — Sat, 21 Jul 2018 19:53:55 GMT

If you need to speak to them, call.
Don't waste your time with chat.....

Re: H+ when I should get 4G

anticpated — Mon, 23 Jul 2018 06:48:07 GMT

You could also check whether there is a fault in your postcode area. Although resetting the APN should rule out any configuration errors.

Re: H+ when I should get 4G

EmilieT — Mon, 23 Jul 2018 10:11:01 GMT

Hi @Welshyyyyy, did changing the apn settings sort this out? It'll be very interesting to know how you're getting on with this

Oh and to the forum!

Re: H+ when I should get 4G

Welshyyyyy — Mon, 23 Jul 2018 15:36:13 GMT

I amended the APN settings but it's made no difference, in in a 4g area at the moment but still only getting H+

Re: H+ when I should get 4G

MI5 — Mon, 23 Jul 2018 16:17:19 GMT

Likely the wrong data bolt on then.
Give customer services a call.

Re: H+ when I should get 4G

Welshyyyyy — Mon, 23 Jul 2018 17:18:41 GMT

Thanks, will call them later, is it usual to have the wrong set up from day one?

Re: H+ when I should get 4G

MI5 — Mon, 23 Jul 2018 17:19:30 GMT

Happens often.

Re: H+ when I should get 4G

Welshyyyyy — Tue, 24 Jul 2018 10:46:24 GMT

Okay so I rang customer services last night and they removed/re-added something.. And I was told to reboot the phone after an hour and it should be okay. But it's still the same, just getting H+. I tried my girlfriend's SIM (O2) in my phone afterwards and I still couldn't get 4g even though she could. So is there an issue with the phone, or a compatibility issue?
I was on EE until I swapped to O2 and had no issues getting 4g so the phone (a Moto Z Play) is fully 4g capable. Confused now...

Re: H+ when I should get 4G

MI5 — Tue, 24 Jul 2018 10:50:08 GMT

Does your sim get 4g in your girlfriends phone?
If not, your sim is faulty or the change hadn't gone through when you tried.
It usually only updates stuff like that after midnight on the day the change was made.

Re: H+ when I should get 4G

Welshyyyyy — Tue, 28 Aug 2018 20:23:36 GMT

OP here... Issue still not resolved
I have had a new SIM and had my number transferred from the old SIM to the new one and I still can't get 4G.. Not sure what else to do
I've spoken to two people, and both say that everything looks okay
My phone is capable of 4G (as I had it previously when I was with EE), so any ideas why I can't get 4G welcomed please

Re: H+ when I should get 4G

MI5 — Tue, 28 Aug 2018 20:29:55 GMT

So just confirm please if your sim gets 4g in your girlfriends phone or not?
and your girlfriends sim gets 4g in your phone?

Re: H+ when I should get 4G

Welshyyyyy — Tue, 18 Sep 2018 10:15:57 GMT

So, to cut a very long story short (and also cutting out the frustrating hour I spent in the O2 shop trying to fix this), it would appear that O2 and the Motorola Z Play are not 4G compatible. I found one post on a forum that seems to back this up but it is also location related apparently (you can get 4G in some places but not others even though you may be in a 4G area)
Very odd
I have since tried an EE SIM, and a Vodafone SIM and get 4G straight away on both. O2 sim does not want to know when I try, so the upshot is that as Vodafone is the SIM that works on 4G in both the locations I need it I'm going over to them
Thanks for everyone's advice, it was much appreciated

Re: H+ when I should get 4G

MI5 — Tue, 18 Sep 2018 10:24:20 GMT

Sounds like it's only Band 3 compatible.
O2 use both band 3 and 20 but 20 is the most prevalent.