new 4G SIM: "IMEI number not recognised"

[Colin4]

I've just 'upgraded' my pay monthly 12 month contract and been sent a new 4G SIM card.

When I follow the steps at https://www.o2.co.uk/4g/setup, as instructed, I can't find my handset in the list, so enter my IMEI number.  I'm then told "IMEI number not recognised".

Is there any way of reaching o2 help by e-mail/webform these days?  I'd like to know how to proceed.

(My existing SIM card already handles 4G, so I'm not sure whether I can safely ignore the new SIM card/problems with setup.)

Thank you,

Colin

[adamtemp64]

if it is an upgarade and same size sim just use the old sim if not same size http://swapmysim.o2.co.uk/ is what you need

[Cleoriff]

Hi @Colin4

No way via email at all ...you will need to contact them via phone or live chat http://www.o2.co.uk/contactus

[Colin4]

thanks @adamtemp64 and @Cleoriff.

If anyone has a channel to o2, it would be useful to tell them to correct their printed instruction cards: directing users to o2.co.uk/4G/setup when they should be going to a different page is confusing, and wastes time.

[adamtemp64]

@Martin-O2 can you feed this back

@Colin4 hope you are sorted now

[Colin4]

Thanks @adamtemp64

I've got a signal on my new SIM card now, but it no longer has the "4G" logo next to the signal strength indicator.  Thus, I wonder if I've lost the 4G that my previous SIM had.

Does anyone know how I can check this and, if I have lost 4G, how to regain it given that o2's page doesn't recognise my IMEI?

Thank you,

Colin

[adamtemp64]

All sims are now 4g the old 4g setup is not required.

It may take a while for the new sim to fully provision the odd turn off and on etc should do it

What phone and tariff are you on ?

[Anonymous]

The 4g shows up when you have mobile data switched on

[MI5]

4g still needs to be enabled on your account so you would be wise to call customer service and make sure they have enabled it as part of the upgrade process and also check you are on the correct data tariff for your type of phone.

[MercedesS]

Hello @Colin4,

We are sorry to hear about your problem with the IMEI number. 

We have been testing and we got the same error! So, we will pass this info to O2 to check.

What we did:

• If you log into my O2 > Manage your account > Choose the phone number to check, you will find Device details with your IMEI.

 

•  Then we went to https://www.o2.co.uk/4g/setup/ as you suggested and got the same error 

Please let us know if we can help you further