topic Re: ESim Data Issue in Tech Support

ESim Data Issue

Tootlesahoy — Tue, 14 Nov 2023 23:36:12 GMT

Hi there. I'm about to pull my remaining hair out with O2. I replaced my SIM with an esim to use the dual SIM on my phone. That was almost 3 weeks ago. Since then I've been unable to connect to 4G. I've seen others with the same problem here and the fix appears to be a disconnect and reconnect to the O2 network. But I can't get anyone from O2 to help. I've been sent a replacement esim, which was the same. I've tried the suggestions...deleting the esim and resetting the network settings. When I first called O2 they stated they'd raise it with the tech team and I'd receive a reply in 5 days. I heard nothing. I've opened chats and called several times. Nobody will disconnect and reconnect the service. Today I called again and they went through the same suggestions and said that it would take up to 30 days for an answer from the tech team.

I know this is a user to user forum, but I wanted to vent. I'm feeling very let down with the service. I'm a driving instructor and I rely on my data. Does anyone have any suggestions as I'm at a loss of what to try other then cancelling my service. Isn't this something O2 should have sorted out by now?

Re: ESim Data Issue

MI5 — Wed, 15 Nov 2023 08:03:43 GMT

@Tootlesahoy

Sadly we can do nothing here except sympathise.

Keep pestering O2 until you find someone to help.

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

Re: ESim Data Issue

Enlli — Wed, 15 Nov 2023 08:25:30 GMT

When you say can't connect to 4G. Do you mean a 4G signal or are you talking data? (people do get mixed up)

If it's data then O2 would be looking in the wrong place if you said 4G

Re: ESim Data Issue

MI5 — Wed, 15 Nov 2023 09:14:18 GMT

Makes no difference what O2 are looking for.

It's a known issue with esims that will not reconnect to data when leaving a wifi signal or when switching between bands.

As @Tootlesahoy has stated, the fix is a network reset account side which can only be done by tech services.

Toggling airplane mode will reconnect but it's no fix to have to do this everytime the data connection changes.

Re: ESim Data Issue

Oxonian — Wed, 15 Nov 2023 19:47:52 GMT

@Tootlesahoy

I believe that you Customer Service experience has been unacceptable and I suggest that you consider making a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please take note of Resolver in the first link. the have a reputation for facilitating satisfactory outcomes.

Re: ESim Data Issue

Tootlesahoy — Thu, 16 Nov 2023 10:36:00 GMT

Hi everyone. Sorry about the lack of reply. Our daughter was taken into hospital...bit preoccupied...she's getting better though.

Thank you for your replies. Some excellent advice. I am sorry I wasn't clear about 4G/Data. I could get calls and texts, but no internet and the 4G icon disappeared. I didnt realise it was classed as different (4G is not data) but O2 did ask me in detail regarding this. Unfortunately it's now gotten worse. I attempted to reinstall the esim, but now the qrcode is not valid. I currently have no service and am using my business line. I'm left with a 30 minute wait and chat is too busy. I think I'll try resolver and/or possibly changing service...I just feel that o2 has had its chance and I'm spending too much time on this. Now they cannot even contact me until a new esim comes and I haven't the will to continue. Meh.

Re: ESim Data Issue

Oxonian — Thu, 16 Nov 2023 19:48:38 GMT

@Tootlesahoy

Sorry to hear of your daughter's issues - hopefully all will be well soon.

Whether or not you leave O2, please keep us updated on developments. It is always interesting to learn as to how things are resolved, even if that is with a different network.

Re: ESim Data Issue

Tootlesahoy — Fri, 17 Nov 2023 13:36:42 GMT

Thank you. She's improving now, thanks.

I've started a complaint via resolver rather than get back in touch. If they fix it, it's probably just easier to remain with o2...and then I'll review my options when I replace my handset. I just cannot fathom why they haven't yet dealt with this issue...it's not an isolated incident and it's not a new issue either. Never had a problem for many years and then just o2 are incapable of implementing what appears to be such a simple fix in a timely manner. Oh well. I appreciate the help on here though. Thanks again.

Re: ESim Data Issue

Oxonian — Fri, 17 Nov 2023 19:56:08 GMT

@Tootlesahoy

Please keep us updated on developments.

Re: ESim Data Issue

Tootlesahoy — Sat, 25 Nov 2023 11:22:52 GMT

Just an update. I received a confirmation of my resolver complaint 9 days ago but heard no more. Asked twice on Twitter, no response. I've heard nothing else. Checked Spam. My phone line was completely disconnected after I tried it in another handset and I did receive another esim through the post, but I can't receive text message to swap the sim. I attempted chat several times, but I don't get connected and told to try later. Then I called twice. One time put on hold 30 minutes and another 45. I waited for about 10, but gave up. I don't have the time to sit on hold unfortunately. I'm just a bit stuck now.

Re: ESim Data Issue

Oxonian — Sat, 25 Nov 2023 14:40:52 GMT

@Tootlesahoy

I cannot find any timescales elucidated on the Resolver website. However, O2 say :-

"If we’re unable to agree on a resolution, or we take more than 8 weeks to respond, you may wish to escalate this by contacting the relevant Ombudsman....".

Hence, I think that you can take it that for Resolver to facilitate a satisfactory outcome with O2, we are talking about weeks rather than days.

Please keep us updated.

Re: ESim Data Issue

Tootlesahoy — Sat, 25 Nov 2023 18:09:32 GMT

Well now. Just a short while after posting previously, I decided to try calling O2 again. The automated service had a little difficulty understanding me and put me through to an advisor first time. I calmly relayed the entire situation and he was absolutely brilliant. He registered my SIM, called back within 30 minutes to see it was working and then put me on hold whilst he contacted his manager to give him a disconnection code and he stated that I'd be due some recompense without a prompt or request from me. I was told it could take 24 hours to reconnect and he stated he will call tomorrow when he starts his shift. I have just reset my esim and my data is working. What an absolute treat that advisor was. Just shows how getting the right person on the line makes a huge difference.

I can't forgive O2 making it so difficult to contact them. I wish they'd get this esim issue under control too. I'm just relieved to get my line and data connection working again. It's been a huge concern for the past month. I've tried not to get angry about this. I understand these things happen too, but I feel I've been more than patient. Nevermind. Sorted now. I just have to decide what to do when my contract is up...after all, this is really the only problem I've had with O2...but it was pretty bad. Thanks again for all the support.

Really appreciated being allowed to bend your ears too.

Re: ESim Data Issue

pgn — Sat, 25 Nov 2023 18:31:39 GMT

Super news! Persistence and multi-vectored requests: Chat, phone, Social Media - how many are doing the same, soaking up cycles that O2 Customer Support could do with pointing at the real issues people have? Glad you seem to be on the way to a conclusion, @Tootlesahoy.

Re: ESim Data Issue

MI5 — Sat, 25 Nov 2023 18:56:12 GMT

Good news @Tootlesahoy 👍

Re: ESim Data Issue

Oxonian — Sat, 25 Nov 2023 19:24:24 GMT

@Tootlesahoy

Glad you are sorted.

Just bear in mind when your contract ends that the Customer Service might not be any better elsewhere. For example, take a look at Three's community forum and read the complaints and cries for help on there.

If you decide that you really must leave O2 but their network works for you, you consider either Sky or Tesco. Both are MVNOs who operate on O2's network and have good customer service satisfaction scores. My personal experience with Tesco was excellent.

However, you'll need to ensure that you are signing-up like for like. For example, I left Tesco PAYG and moved to O2, only to find that whilst the former make 5G available on PAYG, the latter do not.

Re: ESim Data Issue

Tootlesahoy — Sat, 25 Nov 2023 21:41:39 GMT

Oh I know what you mean. No point cutting off your nose and all that. I originally moved from EE due to an issue and to be fair, O2 has been pretty good up until this. I was starting to believe the only way to solve this was to close the account.

The thing is. The chap today, he was so professional and to the point. He checked the case, didn't ask me to try the steps already taken...he listened, and dealt with it. It was sorted in no time and he went a long way to restore my faith in good customer service. Having worked in CS myself, I understand that there can be issues out of your control or incorrect information to work from. There's little point ranting at the person on the line, but I do believe that the previous two calls and multiple chats could have been handled better. The frustration of getting hold of someone to help doesn't build confidence in the service.

One call which I completely forgot about until just now. Mid call, I was asked to wait until they checked something and I got the...'we're now closed message' and the line went dead. I appear to have tried to purge that from my memory.

Anyway. It's fixed now. I'm mightily relieved and hope that O2 address this issue to save any other poor sap going through the same as myself. All for an esim.

Re: ESim Data Issue

Oxonian — Sat, 25 Nov 2023 21:57:11 GMT

@Tootlesahoy

What's the phrase : act at speed, repent at leisure ?

If you decide to leave O2, make sure that you are leaving for the right reasons and going somewhere that will be an improvement. 😀

Re: ESim Data Issue

SB17-24 — Sun, 26 Nov 2023 14:38:48 GMT

@Tootlesahoy I’m having the EXACT same issue with O2. With shoddy customer service. Mainly by their tech team. No one calling back.

What did you ask the customer service team to do exactly? I’ll try my luck and guide them the same way. Hope it resolves as it a real inconvenience just now.

Re: ESim Data Issue

Oxonian — Sun, 26 Nov 2023 14:28:29 GMT

@SB17-24

You need to tag @Tootlesahoy.