topic Re: O2 info given out to consumers via twitter re iPhone incorrect data settings in Discussions & Feedback

O2 info given out to consumers via twitter re iPhone incorrect data settings

darrengf — Wed, 20 Jun 2018 20:40:01 GMT

So as you all know, we see many people on here regarding iPhone data settings not working while abroad.

this is now the info that is given on twitter

1 they asked for a pic of the settings. Bare in mind this person has been using an iPhone, been abroad and nothing has change at all.

2 they then sent this back

3. The person said do I need to change them back on the return.

o2 advise was no, they will work fine and you just carry on.

My main issue is that having 2 lots of settings by o2 is constantly causing this issue. Malgmate all the settings as one, no matter what phone you have. All other networks can do this.

but the info been given, Is also worrying me. If the person has been using a iPhone before, never changed their tariff and been overseas, why all of a sudden should settings need to be changed, unless there on the wrong tariff in the first place.

I've been to many places and have never ever once changed my settings. From USA To Europe. Using on aircraft to ships.

@Marjo @Martin-O2 @EmilieT is this something that can be looked at or even fed back. One of the big issues we have in the forum.

what does everyone else think?

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

Cleoriff — Wed, 20 Jun 2018 21:10:36 GMT

We see so many people on here who have issues using iPhones when abroad. Only with O2.

It doesn't affect everyone with an iPhone, so I can never understand why it affects some.

Often it's too late, unless people come here to ask for advice when they are already abroad.

Nothing worse than being on holiday with an iphone only to find it doesn't work.

I would also go as far as saying, the average person with a mobile has limited understanding of APN settings and indeed how to change them

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

MI5 — Wed, 20 Jun 2018 21:16:57 GMT

I've lost count of the number of times this has supposed to have been fed back.
It either isn't, or the message ain't getting across.

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

darrengf — Wed, 20 Jun 2018 21:20:23 GMT

I know. I’ve lost count too.

i just can’t inderstand how it’s that difficult to get correct.

o2 system knows what SIM card the phone is in with in seconds. So therefore it should just alternate on the system no matter what.

It used to be all down to visual voicemail etc, however EE has visual and you don’t have to change settings no matter what you put your sim in. In fact EE don’t even show you the settings, so you don’t even get an option to mess with them.

come on o2, something needs to change re this,

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

MI5 — Wed, 20 Jun 2018 21:21:42 GMT

Yeah I know, but EE's systems just work

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

AyeAyeAye — Wed, 20 Jun 2018 22:11:07 GMT

idata apn stems from 2007 when iPhone was exclusive to o2 in UK and there was specific iPhone plans on o2, idata apn was for unlimited data

https://www.apple.com/uk/newsroom/2007/09/18Apple-Chooses-O2-as-Exclusive-Carrier-for-iPhone-in-UK/

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

jonsie — Wed, 20 Jun 2018 23:09:44 GMT

I thought they had gone some way to sorting this out as when you upgrade or change your tariff online, it does ask you if you are using android or iPhone now.

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

Anonymous — Wed, 20 Jun 2018 23:11:04 GMT

Idata is still active but no unlimited data I’m afraid as O2 scrapped that

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

EmilieT — Thu, 21 Jun 2018 15:09:39 GMT

Thanks for your feedback around APN’s. There should be no need to change APN’s when going abroad from the UK. Without seeing your account it’s difficult to say for sure, but one thing that could cause this is being on the wrong data bolt-on. From your screenshots we can see you’re on an iPhone, but if your tariff/account is setup with a standard smartphone data bolt-on (typically mobile.o2.co.uk APN) and within the UK you’re using the iPhone data bolt-on (idata.o2.co.uk), this could cause you data issues – not constantly, but switching from your home network to a foreign one could be enough to trigger such issues.

A common ‘quick fix’ for if/when you experience data issues on an iPhone is to go to Settings > General > Reset > Reset network settings. Beware, this will clear any Wifi passwords that are saved on your phone, so you may need to re-enter these passwords when you use them again

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

MI5 — Thu, 21 Jun 2018 16:12:14 GMT

@EmilieT We know what the issue is and how to fix it.

The point is though that despite this being a regular issue on the forum, the information isn’t getting back to customer service or they are ignoring it.

There should not be a need for different apn’s either. One will do for all contract iPhones which will prevent the issue but unless customer service set up the accounts correctly we will continue to get these posts.

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

Cleoriff — Thu, 21 Jun 2018 16:22:17 GMT

I agree with @MI5 on this. O2 are the only network, to my knowledge, where customers with iPhones have problems with APN settings when abroad.

The numerous posts we have on here stating their iphone doesn't work when out of the UK is actually beyond a joke.

You also have to consider the poor customers who don't come here for advice. Spending a holiday or business trip abroad with a non working phone is a poor experience when they are paying for a service.

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

MI5 — Thu, 21 Jun 2018 16:46:31 GMT

Saves o2 money though 😛

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

Cleoriff — Thu, 21 Jun 2018 17:00:04 GMT

@MI5 wrote:
Saves o2 money though 😛

Yes it does, whilst the customer pays through the nose for a contract they can't use fully when abroad...

Re: O2 info given out to consumers via twitter re iPhone incorrect data settings

MI5 — Thu, 21 Jun 2018 17:11:56 GMT

You got it.