3 and 4g

[Anonymous]

I have had my phone since July this year. I have never had a 4 or 3 g service even though my contract and phone was for this use. I am also in a 4g area and my partner who has the same phone and contract receives all the signals. My phone has been away for repair by 7, yes, 7 engineers yet it still does not pick up 3 or 4g. I have totally lost faith in the phone and my contract but 02 shop just keeps saying we will send it away again. The phone is not fit for purpose as far as I'm concerned and is useless for what I need it for. The 02 shop has tried to contact the area manager to see what they can do but he seems to busy to even answer them. Anyone who can give me advice or my rights would be much appreciated.

[MI5]

First thing to do is put your sim in your partners phone to see if your sim gives 3g/4g on it.
If it does we can look at problems with your phone, if not it's an issue on your account that CS need to address.

[Anonymous]

Silly question probably but do you have mobile data turned on

[Daddydoink]

Which phone do you have please?

[jonsie]

If the sim works ok in your partners phone, then after 7 attempted repairs for the same fault you are entitled to a replacement phone from O2.

[Anonymous]

I have a galaxy A3 and I have put my sim in my partners phone and then that phone does not pick up 3 or 4g. Before anyone asks, it is the third sim that 02 have given me for the phone so surely it still can't be the sim. I have asked again at the store to see the area manager but he can't be reached and the store manager tends to leave the shop when I turn up. All I want is for my phone to work as per the contract I signed in July. They will not change my phone or cancel and restart my contract unless the area manager says so which makes me wonder what the store manager actually does there. Anyone out there who knows my rights would be a great help.

[MI5 · Accepted solution]

Call 202. Sounds like data is turned off on your account. No need for area managers or store managers to give any sort of approval at all, CS can see all they need on the computer.

[jonsie]

You need the account resetting. At least you have ruled out the phone being an issue. A new sim won't resolve the issue. You do need to get someone in customer service to take ownership of the problem. My email to Mr. Dunne would have gone already.