LUMIA 920 not picking up 4G signal

[Anonymous]

Hi

I have a 4G pay monthly sim which I have been using in a Nexus 5 and when in a 4G area it connects to 4G as it should. No problems there.

I have recently bough a sim free Lumia 920 but for some reason it will not pick up the 4G signal on o2.. The phone is on the latest lumia os Black. It is set a "highest connection speed 4G" The phone picks up "G" "E" "H" & H+ but will not go to 4G?????

I have been into town this morning and took both the nexus 5 and the lumia. The nexus 5 had a EE sim in and the Lumia the o2.  The Lumia would not register higher than H+ so I took the sim out and swapped them over. The Nexus 5 with the o2 sim in picked up the o2 4G no problem and the Lumia displayed EE 4G symbol no problem, but swapping them back just does not register the 4G symbol when the o2 sim is back in the Lumia. I went to both the o2 stores and no one had any idea and neither one had a guru in.

I went through the 4G set up assistant on the o2 website and all the check boxes were ticked but the "latest 4G software" part had a ? next to it. 

I really don't understand why it is not piking up the o2 4G signal when the Lumia 920 is 4G enabled and has the 4G highest connection speed set and I'm on a 4G tarriff. I have checked the phone for updates but it says there is none available.  Do I need extra software/firmware from o2 to get it to display the 4G symbol???  It just seemd very strange the Lumia 920 picks up EE 4G signal when that is in it and the Nexus 5 picks up the o2 4G signal when the o2 sim is in there, but the Lumia 920 not picking up the o2 4G signal when the o2 sim is in there. I tried to search for manual networks and it came up with O2-UK 2g,3g,4g, but one it is on select automatic network it just won't go higher than H+

Any ideas as I need this to work on 4G as it is supposed to. I have even tried the field test ##3282 thing but that doesn't work and doesn't even access the LTE menu

[Anonymous]

All settings are correct but still no 4g

[Anonymous]

Apparently I've been told that although the phone may be 4G enabled it is not in the list of compatible devices for o2 4g, which is why it won't pick up the 4G, Only currently 625,925,1020 & 1520 are supported by o2 😞

[MI5]

Sounds like a cop out excuse.
Have you done a speedtest in a 4G enabled area with H+ showing?
It might just not be displaying 4G but actually receiving it?

[Anonymous]

No I haven't tried that, but it seems strange if you put a EE card in the phone it says 4G but not on the o2 one. Also when you go to o2 4G set up assistant in step 3 all the other lumias come up with a tick next to "4G latest version software" but the 920 has a question mark. It was the "dedicated 4G team" i spoke to who said it wasn't compatible, or there is a software/firmware issue.

[MI5]

Let us know what speeds you get then we'll know for sure....

[adamtemp64]

https://www.o2.co.uk/shop/phones/nokia/lumia-920/ says 4g there

[MI5]

I know it's a "get him off the phone" excuse, but just interested in the speeds obtained....

[Anonymous]

I've got a 920 and 4G works just fine. Do you have the max speed set to 4G on mobile network settings?

[MI5]

Yes, he does. It's in the first post.

[Anonymous]

Sorry I missed that.

I can confirm you don't need any additional software for 4G on a 920 though. My phone is an unlocked 920 running Lumia Black.