Pay and Go iPhone 5s on O2 with 4G nano sim

[gemz4the1]

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.

[Anonymous]

I would say the fact that O2 have repeatedly lied/misled them

[gemz4the1]

Band Of Brothers - the annoying thing is that I get a sim and I am told it is 4G and therefore I get the sim swap done, then after the sim swap has been a success I am told that it is not a 4G sim - so I don't know which is correct and which isn't.

[Anonymous]

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@Anonymous wrote:
I would say the fact that O2 have repeatedly lied/misled them

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Damien,

I see no facts here but a lot of forum discussion.

To the OP can you post the transcription logs from Live Chat confirming 4g is available for the iPhone 5s on pay as you go go go please.

[Bambino]

If it doesn't work, it doesn't work. If you have written quotes from O2 advisors, take it up with them, but what they say and the reality of it is totally different. You're entitiled to go elsewhere to look for 4G. It will come to Pay & Go eventually, but if you're desperate for it now, you'll have to look elsewhere. Good luck.

[Anonymous]

Yes that would be good

[Anonymous]

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@gemz4the1 wrote:

Band Of Brothers - the annoying thing is that I get a sim and I am told it is 4G and therefore I get the sim swap done, then after the sim swap has been a success I am told that it is not a 4G sim - so I don't know which is correct and which isn't.

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On my pay as you go go go nano sim it says " 4G PG2" on it.

I ordered mine from here https://www.o2.co.uk/freesim/ 2nd choice down.

Does yours say the same ?

@Toby

@Anonymous

Can you please look into the OP's current issue and PM them to clarify 02's stance on the 4G service for pay as you go.

[gemz4the1]

Here are bits of different conversations - I have always made it clear that I am pay and go - I do not have transcripts of the earlier chats with advisors nor do I have transcripts of the telephone conversations with the O2 Complaints department -

Gemma: is it definately an o2 pay and go 4g nano sim?
Hayden: Yes Gemma
Hayden: I confirm that
Gemma: your website says it is not yet available for the iphone. if thats true i'd rather be told....and i'll gladly wait
Hayden: Also, let me tell you that it'll be a blank SIM.
Hayden: You can do a SIM swap on the website or get in touch with us
Hayden: We'll move your number, services and credit on the Nano SIM
Gemma: thats the problem i had the first time - i did a sim swap and only realised afterwards that i was sent a 4g micro and although i tried to cancel the request right away it still went through and my phone went off
Hayden: Since you have an iPhone 5s, you can use 4G Gemma
Hayden: Its not available on iPhone 5

Hayden: I once again apologize for the inconvenience caused
Hayden: And once again confirm that the SIM I sent is a 4G Nano SIM

Gemma: why does it say on your website that the pay and go 4g nano sim is not yet available?
Hayden: May I know where did you check that?
Gemma: on your website. when i go to your shop online to order a sim only. i go on the 4g pay and go go go section and it says theres a standard/micro sim or a nano sim and a nano sim cannot be chosen and it says next to it (nano sim currently not available)
Hayden: It might be possible that its not available on the website

(sim received from complaints department)

O2 : Sean: It is a 4G sim.
Gemma: pay and go?
O2 : Sean: Correct.
O2 : Sean: 4G Pay & Go.

(chat with an advisor once the sim swap was complete - this was the same sim from the  complaints department)

Al: From where you got this SIM Card?
Gemma: a member of the complaints department at o2 sent me it
Al: Okay.
Al: I'll check this for you.
Gemma: thank you
Al: I can see that it's not a 4G Pay & Go SIM Card and this is the reason you're not getting the 4G services.

Gemma: if this doesn't work then what will be the problem? i was told it was either the sim or the phone and the phone has been replaced by apple. i have tried to update the carrier settings on my phone and i have also plugged it in to itunes to update but it wont
O2 : Sean: It will work, once the new 4G sim is put in.

[Anonymous]

Looks like they have misled you to me

[gemz4the1]

I am now being told that it is an issue with Apple in that that they have not yet authorised O2's new settings for 4G on pay and go and that is why I have not yet received the updated carrier settings. 

I wish I was told this weeks ago!!

I asked why they are now (finally) giving 4G nano sims out in O2 stores as the nano sims are for the iPhone 5s and the sims are to use the 4G service so they should not be given out if it is not possible to use it, however I was not given an answer......

Also, O2 need to send a memo to all of their staff in order to avoid them giving out incorrect and confusing information.

[Anonymous]

Although the chats transcripts you copy and pasted are a bit chopped up I can see the structure.

Live Chat obviously have lost what your asking for in translation.

I believe other phones are starting to use the nano sim card too.