No 4G, no internet

[Anonymous]

Hi folks.  New to O2 five weeks ago, on a SIM-only tariff with 500MB data.  Early on, I switched off mobile data to save the allowance.  I switched it back on after a couple of weeks and found I had no internet connection, and also no 4G signal.  I tried an O2 pay as you go SIM in the same phone and got 4G and internet straightaway, so it's not the phone.  I went to the O2 shop, who swapped my old SIM for a new one - still no 4G or internet.  They told me it was 'a problem with my account' to give it 24 hours - still no luck.  I called Customer Services twice today, both times I was told they would reset the account, and that I should try resetting network settings via the phone - still no luck.

I'm finding that O2 are geared towards kicking the can down the road rather than finding a resolution.  Can anyone suggest what the problem might be and what I can do?  Thanks in anticipation.

[Martin-O2]

Welcome to the forums @Anonymous Please give us an update once you have spoken to customer services. 

[Anonymous]

Hi @Martin-O2.  Finally got my data services back today, after multiple calls to Customer Services.  Turns out there was a problem with the way my account was set up when I transferred my old number (from an O2 business account). This happened back on 25th July, so I've lost over a month's worth of data usage.  I've also discovered that I've lost the 12 month discount I got when I originally took the deal, because my sim was changed in an O2 shop (when we thought the problem might be with the sim), and the new sim is on a lower discount.  Not sure if I can face the prospect of further calls to CS to try and get this sorted out.

[MI5]

As I suspected, it would have been the wrong data tariff.
I also don't see how a sim swap (unnecessary as it was) would remove your discount.
You really do need to get an explanation for this as a sim swap just retains your original account details.

[Martin-O2]

@Anonymous OK good to hear your services have been returned! To get the discount and data reapplied you will have to speak with customer services again. 

[Anonymous]

Thanks @Martin-O2 and @MI5.  I got in touch with CS via Live Chat, which was easier than queuing on the phone.  They reinstated my discount, and gave me £10 credit for being without data services for six weeks.  Now hoping to just quietly enjoy using my phone.  Thanks for the help and advice.

[MI5]

You're welcome mate.
You know where to finds us now if you need us in future.