Phone will not connect to 4G or 5G networks

[brandscill]

Hello,

Noticed on my commute this morning my personal phone on O2 wouldn't connect to any 4G or 5G network, it either had no signal, 3G (where available) or 2G. My work phone, also on O2, was either on 5G or 4G for the entire morning.

I tried calling O2 but after 45 minutes gave up holding, and the live chat keeps ignoring what I'm saying and instead insists on raising feedback to improve 4G in my local area.

Who do I speak to who can actually provide support and not fob me off? They're suggesting a replacement sim... but I have an e-sim.

[MI5]

@brandscill 

Have you tried just simply rebooting your phone?

Guide: How can I sort out my network issues? 

https://www.o2.co.uk/apps/my-network

In store, with photo ID is the quickest way or contact O2 on the socials.

Guide: How to find help & contact O2 

[brandscill]

Hi @MI5 

Yes, rebooted, reset the network settings etc. Checked the APN settings and they match the working phone next to it.

Since rebooting it won't even connect to a 3G network now.

[brandscill]

Seems to be a known thing. https://x.com/O2/status/1939968217692184718

Shame they can't update the website, inform their call centre staff or post publically on X or this forum. Instead have to hunt around to find a reply to someone else complaining.

[Enlli]

Yes, a number of posts have appeared similar to yours

[MI5]

@Dave-O2 is investigating and will update later.