Hi all,
This is my first ever comment but i am in desperate need of help so i thought i'd try to get help here.
My problem is that I have an iPhone 5s on O2 pay and go. I got an email a few weeks ago saying that 4G is available in my area. So I set about getting a 4G sim. A sim came, I did the sim swap and then I found out it was a 3G sim. Since then i have been sent 8 sims. Since the first problem I keep going online and checking with an advisor before I do the sim swap. On 2 occasions O2 advisors have sent me 4G micro sims even though I made it crystal clear that I have an iPhone 5s and I need a nano sim. On other occasions I have been sent sims that do not say 3G or 4G and I ask advisors and they say it is a 4G so I do the sim swap and then I am told it is a 4G.
I have spoke to loads of O2 advisors about this problem and they do not seem to grap my issue - I know there is an issue in the area, however my main problem at the moment is that I am unable to get the carrier update. I have gone to general>about and nothing pops up to update carrier settings. I have plugged it in to my laptop and opened iTunes and still no update. I know there is an update as I do not have the new settings on my phone menu to allow me to enable 4G.
Also, my mum took it to the O2 shop and the advisor said it was my phone. He told my mum that the software should be 15.6 and mine ia 15.5. By this point I have already tried to restore the phone several times. So I then contacted Apple and asked for a replacement as it was only a few weeks old. There was a £29.00 for express delivery for a replacement as the other option would have left me without a phone for 7-10 days. I got the new phone, I put in the sim (what I thought was the 4G sim) and still no update.
Anyways, inbetween that an advisor said she would swap the tariff for me to start on my next anniversary date (last week). The anniversary date came and I was getting charged for calls and texts. When I went online the 3G tariff was taken off and no other tariff was replaced. So I complained and the 4G tariff was added to my account.
A member of the O2 complaints department sent me a 4G sim and I did the sim swap. When I do the 4G set up assistant it says that I have a 4G phone, a 4G sim, a 4G tariff and updated software on my phone, yet 4G won't work!?!?
I feel like I am hitting a brick wall. I have spoke to over 100 O2 advisors in the last few weeks and been sent lots of sims. I am extremely unhappy. I am being told contrasting information by everyone I am speaking to. Sometimes they are very unhelpful. On one occasion I spoke to a supervisor and I asked him for a refund (as it says online that if you are not happy with 4G - I am obviously not happy since I can't even get it - you can get a refund and be swapped back to 3G) however he said that I couldn't get a refund. I don't know what I am supposed to do. I am on pay and go. I have never had any issues with O2 in the past. 4G is definately available in my area and I have been promised by O2 that 4G is available on the iPhone 5s on pay and go so I have no idea why the carirer update won't work. I have had my general settings checked and reset and re-entered and also my network settings but they are ok it is just the carrier settings update that I am unable to get. O2 advisors have checked my account numerous times and they have confirmed that there is no issue with it.
I used to love O2. My signal used to be very good and reliable and now it is on and off for most of the day. I never used to have any problems until I started the process to 4G. I never had to contact O2 so much as I have done lately. I don't know anyone who has an iPhone on pay and go who has gone to 4G so I don't even know for sure it is available, but it says online that it is and I have been assured by the O2 advisors that it is. It is just really stressing me out. I am paying for 4G but I have no way of getting 4G right now and nobody from O2 seems to be helping me.
I have been looking online for numerous solutions to this problem but nobody seems to be able to help me.
I would be grateful for any advise that anyone can give me.
Thank you in advance.
