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Posts: 79,947
Topics: 572
Solutions: 3,821
Registered: ‎04-01-2009

Re: After upgrade and sim swap lost 4G

They need to understand the problem and ask themselves why so many calls to customer service. ...

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Anonymous
Posts: 0

Re: After upgrade and sim swap lost 4G

I am also having the same issue: signed up recently and used backup phone (S4 LTE) until number was ported. No 4G.

 

O2 first claimed it was reception (my husband is on Tesco and gets 4G just fine) the phone (though it got 4G on Tesco SIM), then that I was sent a 3G SIM (though it says 4gpp).

 

Thanks to this forum I told O2 CS to specifically disable any Blackberry add-on (did select "smartphone" on sign up but just in case) and they said they did. But nothing has changed. Still no 4G.

 

Anyone at O2 able to fix this?

 

Thanks.

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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G

Ask them to also check they enabled 4G - there is another tick-box for that option too.
Changes take at least 24 hours and you should reboot your phone periodically to re-register on network.
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

Thanks, forgot to say - I did ask (again thanks to this forum) whether 4G is enabled on this contract and they said yes. Should I specifically mention checkbox Smiley Wink

Also checked the online 4G checker which allegedly checked SIM/contract is 4G enabled and phone.

Does anyone know the technical reason this is happening? Is the phone getting denied by the 4G tower?
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Posts: 79,947
Topics: 572
Solutions: 3,821
Registered: ‎04-01-2009

Re: After upgrade and sim swap lost 4G

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Anonymous
Posts: 0

Re: After upgrade and sim swap lost 4G

You know I was hoping this won't affect me (after reading comments on HUKD from other people that signed up before me and could not get 4G) - guess I was not that lucky ;(
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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G

Unfortunately you just need to keep calling until you find someone who can do their job properly.
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

Would any of the O2 people here be able to do it? Shall I PM somebody - perhaps they know how to fix it all?
Highlighted
Posts: 79,947
Topics: 572
Solutions: 3,821
Registered: ‎04-01-2009

Re: After upgrade and sim swap lost 4G

No one here can fix it, you need to call customer service and get them to sort it for you. Maybe ask for a manager...

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Posts: 100,623
Topics: 547
Solutions: 12,805
Registered: ‎04-04-2012

Re: After upgrade and sim swap lost 4G


@Anonymous wrote:
Would any of the O2 people here be able to do it? Shall I PM somebody - perhaps they know how to fix it all?

Just on the off chance, have you tried texting "active" to 2020 ?

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)