Issue with 4G/Data on account

[MikeM]

Hi,

I've had a problem using my data since the beginning of the month. As I can't report this to the helpdesk for understandable reasons Im not sure what to do. I don't have broadband at home so have an extremely slow internet connection so am struggling to keep in touch with people. 

The issue - Data connection not working on phone when either Auto or 3g is selected. It is showing the signal as 4G/3G but has an exclamation next to it. There are no network issues reported in my area.

• I have tried an o2 sim from a friends phone in my phone and this works correctly
• I have tried an EE sim in my phone and this works
• My sim does not work in another unlocked phone
• I have done a sim swap with a replacement sim i received for one of my daughters phones and never used and the issue is exactly the same
• Texts and Phone calls work correctly - MMS and Internet do not
• I have checked the APN settings and they are the same for my sim and the working o2 sim

I think its a problem with my account itself....

Can anyone help?

Thanks

Mike

[MikeM]

Just want to add - the phone is a ONEPLUS 7 but it worked perfectly upto the start of the month - and does work with a sim from another o2 account

[Cleoriff]

@MikeM 

You CAN contact O2 but be prepared for a long wait.

All contact numbers are in this guide

Guide: Coronavirus Community Help and Support 

[MikeM]

Thank you. I did try contacting O2 but the automated system decides my call is not important enough and I can't even sit in a queue.

I follow the problem with my account path but unless I want to upgrade or cancel the call gets disconnected. 

[Cleoriff · Accepted solution]

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@MikeM wrote:

Thank you. I did try contacting O2 but the automated system decides my call is not important enough and I can't even sit in a queue.

I follow the problem with my account path but unless I want to upgrade or cancel the call gets disconnected. 

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Then press the upgrade option. They will put you through to the correct dept.

[MikeM]

Thanks will give that a try

[jonsie]

Check your postcode again as some faults may only just have been reported @MikeM 

https://status.o2.co.uk/