Just purchased a new (unlocked) iPhone 12 from Apple. Contacted customer services via the My O2 App who told me that:-
“Just to inform you there is no 5G available at your area. However, we are exploring our 5G all over UK soon and once its available we will certainly send you replacement 5G e-SIM. Meanwhile I can send you 4G e-SIM on your billing address with O2.”
So in other words they couldn’t (wouldn’t!) send me a 5g sim because I don’t live in an area with 5g coverage?! I pointed out that even if I was in a non 5g area the 5g SIM card should still work and would drop back down to 4g / 3G.
This is what they then said:-
“In order to use 5G services you would need to 5G handset with 5G network and 5G tariff. So, if I send you 5G SIM even your tariff needs to be 5G. However, 5G tariff would not work on 4G nework. I would appreciate if you could just contact us once the 5G network is available at your area and we would get every thing up to date at that time for you”
They’re now saying I’m not on a 5g tariff and that even if I were, it would not work on a 5g network?!
I insisted that I should be able to put a 5g esim in my iPhone 12 and it would still work in a 4g area, and here’s what they said:-
“if we upgrade your tariff to 5G you would not be able to use the 4G services at the area where there is no 5G. So, I would request you to please ait for sometime as we are expanding our network and soon 5G would be listed at your area.”
?!!!
Meanwhile from O2’s website :-
“All our sim only plans are set up for O2 5G – just let us know if your device is 5G ready, and we’ll make sure you get a 5G sim.”
No mention of any “5g” tariffs?!
I suspect Customer Services in this case have no idea what they’re talking about... can someone please confirm that if I just order a 5g e Sim and place it in my new iPhone 12 it will work normally - albeit in a 4G area?!
