New phone won’t automatically connect to mobile data

[MrJB16]

I upgraded my phone to an iPhone 14 on 15th July. The following weekend whilst visiting a different area I couldn’t use my mobile data but my son could who is also on o2. He reset my WiFi and this seemed to work for a short while. I took the phone back to the o2 store and the guy had a play around with it and said it should be fine. I went out of the store connected to mobile data but once I lost connection it wouldn’t reconnect automatically, I have to either turn the phone off and on or put it on aeroplane mode and off again and it works. So I took it back to the shop and they gave me a new sim, this did the same thing so I took it back again and they gave me a new phone. However this is doing the same. At home I can go between WiFi and mobile data but as soon as I’m out and I loose WiFi or mobile data I have to physically reconnect it by switching the phone off and on or putting aeroplane mode on and off. It’s driving me crazy I’ve never had such a problem 

[E_E89]

Thanks for the reply! Funny my sim will work perfectly in an android. The store called there technical helpline and had them reset it but this lasted 24hrs before it went back to dropping mobile data. And now my watch (series 7) can’t make any calls or send messages. It’s linked to my phone and also has an o2 sim. Currently speaking to customer services (on hold) but they can’t help. I really want to leave this awful network 

[pgn]

Watches, if of the Apple variety, are a source of much consternation, so much so there is a guide just for those here on the Forum:

Activate Apple Watch Guide @E_E89 

Did you not try the Social Media route for support, as suggested earlier?

[E_E89]

I have reached out over X (twitter). Sent 3 follow up tweets and all ignored! 

just had a very frustrating call again with customer services. They say I cannot speak to the network team and can only raise a ticket of my complaint. I spoke to 3 different people who said they have no access to switching my network or data settings. Might try Facebook! 

[pgn]

A msg on X, via DM (direct message), and a reminder about 90mins later on Saturday morning, was answered by noon, but my open message, visible to all, was simply zapped by someone.

Same team on FB, X and Instagram, btw - pick a platform and stick with it.

• X (formerly known as Twitter) – DM
• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

[MrJB16]

Hi yeah I got in contact with the ombudsman and O2 got straight in contact with me, something wasn’t set up on my account and as soon as they changed it it worked perfectly fine. 

[pgn]

Interesting, @MrJB16 - the notes on contacting the Ombudsman (which one?) here Guide: What to do in case of loss of service due to possible fraud indicate that "During the first 14 days, o2 may contact you directly to try and resolve the complaint. However, to remain impartial, I will not be involved in any offer made to you by o2 at this stage and I cannot sway your decision to accept or decline any offer."

Good to hear the process for making O2 listen and act worked. Shame it has to come to that though 😢

[MrJB16]

Yeah it was a shame but it took a couple of months of me contacting o2 customer services and their webchat before it got to that point. But it was rectified pretty quickly when the ombudsman got involved.