No data since I renewed my contract - O2 keep having me do the same steps over and over

[ChrisS1]

So at the start of September I Chose to upgrade my sim only package, going to an unlimited data one. I requested a new sim as I wanted to get a physical one rather than the esim I had been using since my previous phone was stolen., and it duly arrived on the 2nd September. At this point my phone was working fine on the old contract, and I had data.

I go to my o2 website and activate the sim - it claims to work. I put it in my phone - and it connects - but only to the cell network and I have no data at all. This seems very odd, I try various resets, no change. It's easy to tell there is no data as you never see anything like 3g/4g/5g in the connection bar, and of course no data goes through! The next day I contact support, they get me to try the usual resetiing things, of course nothing works. So they give me a new esim - exactly the same happens - phone and text work, no data. I end up going back to a physical sim. I contact support a couple more times - same happens. So by now its 5th September - I call support, explain it all yet again, and its raised as an issue and I get a text saying I will hear form the tech team withint 3-7(!) working days, not exactly quick when I have zero data and I am paying for unlimited. Anyway I do get a call from customer service  over the weekend, and I at least get some credit back as I explain its still not working.

So this morning I finally get a call - and guess what, they just went through the exact same steps as support already had, reset the mobile network settings, make sure it's all enabled, I explain other sims work in this phone, and if I try this sim in another phone it shows the same, so it's clearly not the phone. I keep mentioning it must be something odd with the account or some data bar or something, but okay, I follow the instructions, the last thing they say is do a reset of the network settings (which I had tried twice the week before) and someone will call you back in an hour or so to see if that helped. It o course did not, and its not 6 hrs later and still no call back. I am not sure what else I can do - every time I call I get sent round the same loop - the fact is I have had zero data sine my so called "upgrade" to a new 2 year contract...

I look at my account and it says I have unlimited data 

Though I notice it looks a bit odd when I click view allowance

Surely Unlimited should not say 0 mb?

Anyone got any suggestions what I can do next? if I call 202 I just get the same response every time, and they say someone will get back to you, which they may or may not do. Having just signed a new 2 year contract I am clearly very unhappy - though I guess I can argue they are not keeping the contract, which might invalidate it.

It's frustrating - I have had to buy a data sim (from another provider after this mess) as I need my phone for work purposes, and soon I go abroad for a while and need my roaming data back 😞

Thanks for any suggestions - my only remaining thought is to submit some official complaint, but that will take ages I am sure and still not actually resolve my issue.

Chris

[jonsie]

Have you tried changing the APN to 'mobile.o2.co.uk' in the network settings?

Note the small 'o' in o2

[ChrisS1]

Yeah that's one of the many things that was tried on the phone, the APN settings all look correct.

[ChrisS1]

They called again, asked all the same questions again and again it is getting sent to the technical team who might respond in another 3-7 days...