MOBILE NOT WORKING FOR FOUR WEEKS

[Anthony1]

Hello

For the past 4 weeks I have been unable to recieve or send emails from my mobile when indoors.

When I step outside emails start coming through.

I raised a case some three weeks back and was given a case number and then had a call from a tech team member who advised things would be monitored, that it was not a SIM problem, but probably network and someone would call me in 5 working days which has not happened.

Called in again yesterday, 7 April, and then had a text telling me everything fixed, which not the case as emails still not  working when indoors, so replied by text saying so and had another text that someone would contact me in 48 hours.

Today, 8 April, I am not getting emails when in OR out AND I can no longer send texts or whats app messages with photo attachments.

[SRV]

@Anthony1 In this case it is likely a network related issue to do with the signal strength in your area or possibly a SIM card issue.

As for the network status, you can monitor this with the My Network app which you can download for iPhone and Android (but you will unfortunately need an internet connection to do this!). From there you can receive text message updates for any events in your area regarding signal issues - or fixes.

You can also request a new SIM card, but this will require a call to customer services who are currently experiencing extending waiting times, plus 3-5 days postage in the worst case. It may or may not fix the issue, but a SIM swap won’t hurt and will at least rule it out as a point of failure.

Hope this helps.

[Anthony1]

@SRV thanks an engineer has tried calling me today and says he will call back Friday, will post when I have a resolution....

[Anthony1]

ok thanks but it was all perfect until 3 weeks ago just before lockdown...

[gmarkj]

Definitely sounds like a mast issue.
Have you checked your location on status.o2.co.uk and/or the my network app on Play store/iOS app store?

[Anthony1]

I am now not getting emails when when out in the street, it says " no connection" !

[Anthony1]

Tried most of these, but now I do not even get emails when out in the street, jus says "no connection"....