@MI5 wrote:
@Anonymous are you sure you have a 4g sim?
Does the sim serial number start with "4ggp"?
Yes I'm sure it's a 4G SIM.
Look - I'm going to sign off off this thread now as it's going round in circles but before I do - I attach below a transcript from my online chat with Tesco where they confirm they don't support the LG G3 on their 4G network, along with the transcript of my online chat with LG support who confirm that they know this is the case. I've also posted somewhere above the comment from the Tesvo high level complaint team where they say they are investigating why they don't support the phone.
The phone is 4G and gets 4G with an O2 SIM in it - and as I've just experimented using my son's services - it gets 4G with an EE SIM in it. Why Tesco block it (and others) I have no idea. There is nothing wrong with my phone - there is everything wrong with the Tesco 4G network!!!!!!!!!
Please find a copy of your chat content below.
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General Info
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| Chat start time |
Jan 12, 2015 6:45:28 AM EST |
| Chat end time |
Jan 12, 2015 7:29:55 AM EST |
| Duration (actual chatting time) |
00:44:27 |
| Operator |
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Chat Transcript
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info: Welcome to Tesco Mobile live chat. Someone will start chatting with you soon.
info: We're really busy right now. Thanks for waiting.
info: You're through to.
: Hi I'm. How can I help?
: Hi, I have a SIM only contract with Tesco. Where I live 4G has recently been introduced where I live, but my phone doesn't seem to connect to 4G at all. I have an LG-G3 which is quite capable, but looking in the settings, it shows only GSM/WCDMA (2G/3G) as the network mode. There is no option for LTE (which I believe is 4G). I thought I got 4G within my contract - is there something I have to do to get it 'switched on'?? Mike
: I'll help you with this.
: OK thanks.
info: We'll email a copy of your chat transcript to (removed).
: For 4 G few things are required. 1st- 4G compatible handset, 2nd- 4G SIM card, 3rd- 4 G coverage 4th- 4 G data bundle 5th- Active 4 G services on the account. On your account everything is there except 4 G compatible handset.
: But the LG-G3 is 4G compatible as I understand it. It certainly says in the handbook that it is - and every search I do says that it is......
: So I'll check your account for 4g if 4G is added or not.
: Thanks
: My pleasure.
: Can you please tell me your full name and date of birth?
: Sure. It's (removed)
: Thanks.
: Can you please tell me the answer to your security question? It's the one you use when you call in.
: (removed)
: Question: Mothers maiden name?
: (removed)
: Thanks. Please give me a few minutes and I'll just have a look.
: Thanks for your help. I appreciate it.
: You're most welcome.
: Thanks for waiting.
: I've checked this for you and I can see 4G services already added in your account, and your phone is also 4G phone.
: So why can't I get 4G? s I say the Network mode only shows options for GSM, WCDMA or HSM/WCDMA Auto. There is no sign of LTE which is needed for 4G. As I understand it, this functionality is taken from the SIM card?
: Sorry, For HSM/WCDMA rear GSM/WCDMA
: I'll check settings for you.
: Many thanks
: My pleasure..
: Can I get your post code please?
: My wife has a Sony Experia Z Ultra and she gets 4G - and shows LTE under the Network Mode in settings, so I know 4G is available here.
Thanks.
: Seems to me that the fact there is no LTE available within the Network Mode is the issue ??? The phone was sourced in the UK (GiffGaff) and has the EUR software version
: Can you pleas tell me which version you are using?
: Software version*
: V20f-EUR-XX
: Android 5 (Lollipop)
: Thanks.
: I've checked with our support team and LG G3n handset is not compatible with Tesco network, that's why 4G is not working in your phone.
: Sorry, but I don't understand. How can one of the most up to date and advanced handsets no be compatible with the Tesco network?
: I agree with you however iPhone5, iPhone4 and LG G3 are not compatible with our network.
: But surely Tesco use O2 - and it's compatible with O2. It was purchased (SIM free) from GiffGaff who also use the O2 network - and it works there. I'd just like to understand if I can
: we share the network with O2 however both are different service providers.
: Are there any plans to enable the LG G3 to be compatible with the Tesco network? I ask as I was thinking of moving to EE after a long outage in the area, but changed my mind this morning - maybe I need to change it back again!!?????
: I can't comment on that however I can only forward your feedback so we can enable 4G in these handsets.
: And hope it'll enable soon.
: I'm sorry for the trouble, I wish I could do this for you.
: OK . I've been having an email exchange with Emma in Tesco Customer Care after I'd emailed the CEO regarding the outage. I'll ask if there is anything that can be done to enable these handsets - if not I'll have to move. Thanks anyway.
: Have a good day
: You too.
| Chat Transcript |
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02:50:22 PM [LG Mobile Phone Support] Good afternoon you're through to
Following this chat there is a short survey that will allow you to rate me personally today and the service I have provided. We appreciate all feedback given. How can I help you today
02:50:38 PM [] Hello there,
02:52:57 PM [LG Mobile Phone Support] Hello, how can I help?
02:53:01 PM [] I have an LG G3 which I purchased in October last year from GiffGaff (SIMfree). I use my Tesco SIM in this. Recently the networks in this area were upgraded and 4G became available. My wife has an O2 contract and gets 4G. I have a Tesco contract (they use O2) and can't get 4G. Tesco tell me that their network doesn't support the LG G3 for 4G. Is this true or is it a hardware issue?
02:53:27 PM [LG Mobile Phone Support] This is true, they do not support it
02:53:44 PM [LG Mobile Phone Support] They are what is called a virtual network
02:54:33 PM [LG Mobile Phone Support] They just purchase air time from in bulk
02:54:59 PM [] Is there anything I can do (other than keep pestering Tesco)?
02:55:38 PM [LG Mobile Phone Support] It would be up to Tesco to approach manufacturers
02:57:08 PM [] Thanks anyway. I think I'll move contracts and go to EE. Do you know if they have an issue with the LG G3 ??
02:57:37 PM [LG Mobile Phone Support] I think they can offer 4G on the handset
02:58:09 PM [LG Mobile Phone Support] Try an O2 SIM card
02:58:40 PM [] You've been very helpful and I thank you. Have a great afternoon/evening. I will try my wife's O2 card this evening and see if that works. If it does then that's the answer!!
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