Mobile Data not working

[GJF]

Hi there,
On Monday morning the 4g on Samsung Galaxy S9 stopped working completely and hasn't been working since. When using mobile data the 4g icon is visible at the top of my screen however only one arrow is lit up underneath it. This is the arrow pointing up the way. The arrow pointing down is permanently greyed out. I have reset my phone, force restarted it, reset network settings and it still won't work. Obviously I am unable to take my phone into a store just now so any help/suggestions would be much appreciated!

[O2Dan]

Hi @GJF 

Have you checked your myO2 account to check you have data remaining?

[O2Hannah]

Oh dear! 😞 I'll see if I can suggest a few things. It's something I have seen in store a couple of times!

1. Have you double checked your APN settings? 

Type the following:

• Name: o2 Internet.
• APN: mobile.o2.co.uk (PAYG: payandgo.o2.co.uk)
• Username: o2web (PAYG: payandgo)
• Password: password.
• MMS Proxy: 82.132. 254.1.
• MMS Port: 8080.
• Authentication type: PAP.
• APN type: If you're given a choice of options, pick internet+mms. If the keyboard shows, type in a * symbol.

2. Do you have any other network sim cards available to test in your handset? This will help us determine whether it is a network fault or a handset fault.

3. Have you requested a sim swap from customer services? Call 202 for pay monthly or 4445 for pay and go. But please bare with them, they're very busy at present. 

4. Failing the sim swap, there may be a cheeky setting hidden somewhere in the depths of your account! I know we sometimes get the odd crossed wire. It's no ones fault, it happens to the best of us!

In this case, I would get in touch with customer services and see if you can escalate the issue to one of our lovely gurus. Someone from customer services should be able to have a good dig around the account and fix it for you.

Hannah

[GJF]

Yes I have, I still have 14.98gb left

[O2Hannah]

Let me know how you get on with the above suggestions!

[gmarkj]

Have you also checked status.o2.co.uk for any issues in your area @GJF?

[GJF]

Hi Hannah,

I tried those APN settings however they made no difference. I also dont have access to any other o2 Sim cards so cannot check that. As of just now I haven't requested a sim swap.

Regarding the network status I have checked multiple locations and where my data stopped working there were no issues with the network at that time.

[gmarkj]

Have you tried your sim in another device @GJF?
If it works then it would indicate a handset/settings issue.

[GJF]

Would my sim work in a non o2 phone? Excuse my ignorance 😂

[MI5]

@GJF 

Yes if the other phone was unlocked.