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Technical or specialist issues? Ask our Gurus

Chris_K
O2 Social Media Team
O2 Social Media Team
  • 1640 Posts
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  • 151 Solutions
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Welcome to the brand new O2 Guru board Welcome
While our stores are temporarily closed due to the COVID-19 crisis, our amazing O2 Gurus are working from home and are here to help customers with any technical related issue you may be having. Our Gurus are absolute wizards and can help with a huge range of questions or issues, including:

  • Network queries
  • Device help & setup
  • MMS Issues
  • SMS Issues
  • Email setup
  • App suggestions
  • Data back Up
  • Using your device – Hints and Tips

 

Who are our new O2 Gurus?
There's quite a few, with some more being added soon, so click the tag below to see the current list of O2 Guru support members


General questions/issues?

If your issue is more of a general one and doesn't fit in with any of the above, then while our Gurus may still be able to help, this will be better suited for one of our amazing Community regulars or O2 Support staff to answer for you. Please create a thread and ask your question on the relevant board.


Hi. I'm from the Social Media Team.

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Cleoriff
Level 94: Supreme
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@VAD 

You can put the old sim in. Everything is changed on your account not the sim.

*The Game Is On*

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Message 81 of 119
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Aria84
Level 1: Joiner
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Hello, my daughter has a few apps from Google playstore which won't work properly. I've tried uninstalling and reinstalling playstore updates, deleted and reinstalled the app multiple times, but still not working. It's a game called PKXD - I tried download it to my Huawei and it works fine 🤷🏻‍♀️
Message 82 of 119
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gmarkj
Level 52: Innovator
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What phone/device is she using?
Does the device need a software update?
Some apps don't like certain display sizes, so will play up but it might also be that the device is old and not able to run the app.

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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woodmj
Level 2: Apprentice
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Hi, I note when I'm at home 4G is on band 20 & band 40. When band 20 is connected I get a good 4G+ connection but the trouble is my phone clings to the weak band 40 signal most of the time which is quite unreliable I assume because of the low signal strength. I just wondered why my phone would do this as it means I get a weak & unreliable band 40 service over a strong & reliable band 20 service. Phone is a Galaxy S10+ on a Refresh contract upgraded through O2 direct.
Message 84 of 119
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Kay13
Level 1: Joiner
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Just recently changed from pay as you go to a pay monthly account. I have received txt about my O2 rewards.hoe do I add this money to my account to reduce cost of next bill

Message 85 of 119
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MI5
Level 94: Supreme
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@Kay13 

You'll need to call customer service to transfer your reward balance.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 86 of 119
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Audrey3
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How do i get help topping up my computer its on a dongle it keeps saying failure when i try.?
Message 87 of 119
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Oana2
Level 1: Joiner
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No network nearly 3 weeks now. Can make and receive calls and texts but can't go online. Reported few times. When check for issues it says a phone doesn't work as it should in the area. For 3 weeks now! My husband is on O2 in the same room as I am and didn't encounter ant issues at all. Help please.
Message 88 of 119
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gmarkj
Level 52: Innovator
  • 7475 Posts
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Have you checked that the APN (settings for using data) are correct?
Depending on the phone you are using (Apple or other) you need different settings - both of which are on the link below:
https://lowdown.carphonewarehouse.com/how-to/o2-apn-settings/40702/

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

Message 89 of 119
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Chris_K
O2 Social Media Team
O2 Social Media Team
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Hey all,

Just a quick heads up that @O2LaurenC is joining us for a while, while our stores remain closed in Scotland, England and NI. We may have a couple more joining over the next few days, who we'll give you a heads up about if that happens.

Feel free to say hello, but you'll see Lauren here and there, popping in on threads where she may be able to offer help or assistance slight_smile


Hi. I'm from the Social Media Team.

Message 90 of 119
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