Mobile Data Drops

[lawts]

My local o2 store has told me to escalate my issue to technical support and request a ticket number.

On Saturday 8th July I obtained a replacement SIM card for my Google Pixel 6. Once inserted, the new SIM would not provide mobile data/4g but otherwise worked for phone calls and texts and on wi-fi.

After 24 hours I returned to the store on Sunday 9th July. They check basic settings and available data allowance and provided me with another replacement SIM. The problem remained.

On Monday 10th July I phoned O2 and was shown how to go to settings>system>Reset Options>Reset Wi-Fi, mobile & bluetooth. This DID restore mobile data but within 15 minutes the phone has forgotten mobile data settings and will not reconnect.

I have tried switching on and off multiple times

I have tried toggling aeroplane mode

I phoned o2 again on Wednesday 11th July and they suggested there was a problem with the phone itself

I have tried the SIM card in my previous Google Pixel 3 phone and exactly the same thing happens. After a reset it finds the mobile data/4g, but forgets it after 15 minutes or when I log onto wi-fi.

In settings>internet it say "O2 No Connection" and if I click on it it says "Wi-Fi won't auto-connect at this time"

This was not a problem until I changed to a new SIM on Saturday before that my phone was working fine.

Obviously my phone is not usable if I have to reset every time I am out of wi-fi range and then I have to re-input passwords to reconnect to wi-fi when back in range.

If you cannot help I'll have to cancel my plan and try a competitor firm to see if their SIM works but I don't want to leave O2. Please help.

[MI5 · Accepted solution]

@lawts 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[lawts]

OK, sorry. I assumed O2 Tech Support would see this post. I'll try your avenues, thanks.