Loss of 4G

[Anonymous]

I recently upgraded my iPhone 6 plus tariff from 3GB data on 4G to 6GB on 4G. I received a new sim which I installed as per instructions only to find that I can no longer receive 4G. I queried this with my local O2 shop, who tried various options and eventually told me they could not help and I should go to Apple, even though their diagnostic test found no fault with my phone. I asked if they would reverse the upgrade and they said no. So I am now paying an increased amount for a slower service (i.e. 3G not 4G). This treatment can't be right, surely? Do I really have to return my fault-free phone to Apple? Help!

[Curr946]

hmm, was it just the plan you upgraded. Not sure why you needed a new sim. Have you tried the sim in another phone. Make sure they still have idata on your account.

[Cleoriff]

Check your network status here http://status.o2.co.uk/

Remember to get a 4G signal you need a 4G phone a 4G sim and a 4G tariff.... and it to be activated on your account...

[MI5]

I guess this is a simo tariff?
We have had a number of similar issues where 4g isn't enabled on the account so I suggest you call 202 and ask cs to check for you.

[Bambino]

Very confusing. All the OP was doing was increasing the amount of data. Why would CS send out a new sim and advise him to use that one? Makes no sense.

[MI5]

Maybe a change of phone occurred at the same time?

[Anonymous]

To the OP. In mobile data is there a tick next to 4G?

Settings>Mobile Data>4G

[Anonymous · Accepted solution]

Funny you say that about Sim only tarrifs and no 4G. I recieved my new sim only sim card with 6GB data yesterday and even though the coverage checker shows good indoor 4G signal here I could only get 3G on my iphone 5s. I checked the APN settings were correct and that 4G was ticked in the data settings but no 4G.

Anyway looking at my account online it was set up with the blackberry 6GB bolt on and not the iphone one (aparently it defaults to this), so a nice lady on webchat offered to switch it over from midnight. After midnight I checked and still no 4G and it was still showing the blackberry bolt on in my o2, however thois morning 4G works and its changed to the iphone bolt on in my o2. So it seems that even if your using the correct idata APN it wont work on 4G unless you have the correct bolt on for iphone on your account, but 3G data will work.
Just sharing my experience in case it helps anyone.

Cheers

[MI5]

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@Anonymous wrote:

Cheers

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So it seems that even if your using the correct idata APN it wont work on 4G unless you have the correct bolt on for iphone on your account, but 3G data will work.

100% correct and thanks for letting us know.

[jonsie]

I'm not sure that the default is a Blackberry bolt on, much more likely an error by whoever does the upgrade. I had no such problems when upgrading my sim only tariff.