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Anonymous
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Accepted Solution

After upgrade and sim swap lost 4G

Hi, i have upgraded to sim only tariff, received a new sim, inserted in the iPhone 6. Contacted O2 to activate the sim and bolt on. I have done this now about 5 times, and still no 4G. Just 3G or none. The O2 gurus and top tech guys keep telling me that it all looks good and will be fine in 2-24 hours but still not working. I have reseted data network many times as well. O2 told me that bolt on is added to my account but when i check in my app its not there. Its been going on for days now. I did try all solutions i've seen here, no luck. Anyone can help please?
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Posts: 86,543
Topics: 729
Registered: ‎14-01-2013

Re: After upgrade and sim swap lost 4G

[ Edited ]

Hi @Anonymous

We have had a few cases where customers have moved to sim only tariffs and 4G hasn't been set on their account. Have you got the iData bolt on?

Check your mast status to ensure 4G is working http://status.o2.co.uk/
You need to check your APN settings as well

http://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Connecting-iPhone-to-Data-Services/td-p/544210

*The Game Is On*

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Posts: 100,309
Topics: 546
Solutions: 12,749
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G

You will most likely have the blackberry Bolt on instead of idata.
Call and specifically ask them to check the type of bolt on you have.
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)
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Anonymous
Posts: 0

Re: After upgrade and sim swap lost 4G

Guys, thanks. APN is checked and fine. Network data reseted fine. Coverage is fine. Before upgrade i had 2 bolt ons. 1 standard rates in europe, 2 bolt on for iPhone. After ugrade, bolt on for iPhone is gone. O2 cust serv said is there and active. Still no 4G!!!
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Posts: 86,543
Topics: 729
Registered: ‎14-01-2013

Re: After upgrade and sim swap lost 4G


@Anonymous wrote:
Guys, thanks. APN is checked and fine. Network data reseted fine. Coverage is fine. Before upgrade i had 2 bolt ons. 1 standard rates in europe, 2 bolt on for iPhone. After ugrade, bolt on for iPhone is gone. O2 cust serv said is there and active. Still no 4G!!!

If you have checked in My O2 http://www.o2.co.uk/myo2 and there is no idata bolt on then you have to ring CS again and get it applied. You have ruled out everything else. It's the only thing that could be causeing this issue. Best time to ring and speak to someone is between 8-8.30am. I would do it again this morning

*The Game Is On*

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Posts: 100,309
Topics: 546
Solutions: 12,749
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G

The iData no longer shows on my wife's account, but she is still on it, so it won't necessarily show in your MyO2.
It needs CS to specifically confirm this along with an active 4g switch.
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)
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Community Manager
Posts: 6,850
Registered: ‎18-02-2016

Re: After upgrade and sim swap lost 4G

Hi @Anonymous I've responded to your PM about this issue so please take a look when you get a minute. 

 

 

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Anonymous
Posts: 0

Re: After upgrade and sim swap lost 4G

This is an ongoing problem with o2 when upgrading or changing tariff's via the o2 app or online you lose 4G after the tariff change...

 

I have been on a Sim 12M tariff for about 4 years now and decided this time to try the o2 app as not upgraded via this means before and all seemed to go fine, then I realised no 4G!

 

A new Sim had been sent via the post so thought I would do the Sim swap, still no 4G, the only successful way I have found is via an o2 shop which I had to visit today, within 10 minutes I had 4G, it appears to be a data problem so the helpful young lady told me in the shop, I had tried the online chat service and they told me I was setup as a blackberry (which I have never had) and it should be OK now it wasn't, I had tried the twitter o2 UK direct message option no joy with that...

 

It appears the ONLY successful way to upgrade or change your tariff is to visit an o2 shop and have them do it which they did today for me and signed me up again,  within 10 minutes I had 4G on my phone.... so in future I will be going to the o2 shop.

 

 

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Posts: 79,899
Topics: 572
Solutions: 3,818
Registered: ‎04-01-2009

Re: After upgrade and sim swap lost 4G

This has been a problem for over 12 months. We are aware on the forum and it's the first question we ask....

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Posts: 100,309
Topics: 546
Solutions: 12,749
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G

The system defaults to Blackberry and it is an issue we have raised previously with O2.
If they choose to do anything to fix the issue is another matter entirely.
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)