Claire, 05 Feb. 2025 , 04:34pm
Reconnect

O2 Virtual Assistant, 05 Feb. 2025 , 04:34pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 05 Feb. 2025 , 04:34pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Claire, 05 Feb. 2025 , 04:34pm
07842362185

O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
[Rich Content]
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Claire, 05 Feb. 2025 , 04:35pm
It’s about my Account

O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
Thanks! 🙏
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O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
Please can you confirm your full Name
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Claire, 05 Feb. 2025 , 04:35pm
Claire Rogers

O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Claire, 05 Feb. 2025 , 04:35pm
Yes

O2 Virtual Assistant, 05 Feb. 2025 , 04:35pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 05 Feb. 2025 , 04:36pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Soaif Ali, 05 Feb. 2025 , 04:36pm
Hi Claire, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
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Claire, 05 Feb. 2025 , 04:37pm
Can you see the messages above?

Claire, 05 Feb. 2025 , 04:41pm
My son’s phone is not connecting to the network. I was on a live chat with someone earlier today who suggested we try some steps however the steps given, we don’t think are correct for an iPhone.

Claire, 05 Feb. 2025 , 04:42pm
The steps given were  
  
Claire, I am sorry to hear that your son is experiencing connection issues with his mobile phone, and that he only has connectivity when connected to WiFi. I understand how frustrating and inconvenient this can be.  
  
I have checked your account details and everything seems to be fine. There are no bars/restrictions on your account, sim card or phone/device. The phone mast in your post code area (WD3 3PF) is also working fine.  
  
You can also check our network status on our website using this link:- https://status.o2.co.uk/  
As some basic troubleshooting steps, please try all of the below one by one and see if that resolves the issue for you :  
1. Please turn off the phone, take the sim out, clean it, put it back in and turn back on the phone.  
2. Please do the network settings reset once.  
Find and tap Settings > System > Advanced > Reset options > Reset network settings.  
Tap RESET SETTINGS.  
3. Please try to select the network manually once.  
Find and tap Settings > Network & internet > Mobile network.  
Dual SIM users, select a SIM card.  
Tap Advanced > Automatically select network switch to disable, then tap Network.  
Select a network.  
4. Please change your network from 3G to 4G and 4G to 3G and see if this resolves the issue.  
Open “Settings”  
Tap on “More”  
Tap on “Mobile network”  
Tap on “Preferred network type”  
Choose “4G/3G/2G (auto)”  
Note: please restart your device every time you try different troubleshooting method so that the setting are correctly applied.  
  
I hope you will find the information useful. Can you please try the above steps and let me know if that improves the network on your phone/device and if you are able to use our services again in a better way?

Claire, 05 Feb. 2025 , 04:43pm
We tried step one but this hasn’t worked. The iPhone doesn’t seem to give us the options detailed in Step 2 .

Soaif Ali, 05 Feb. 2025 , 04:44pm
Thanks for explaining.  
  
Please reset ask him to reset his network settings:  
Below are the iPhone steps,  
Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
After this please ask him to restart his phone for more than a couple of times and he will be good to go!
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Claire, 05 Feb. 2025 , 04:45pm
Ok, we will do this now….

Claire, 05 Feb. 2025 , 04:52pm
We have turned the phone on and off 3 times but this hasn’t done anything

Soaif Ali, 05 Feb. 2025 , 04:56pm
I understand you must be worried, but be assured I am her to help you.  
  
Just to confirm, your son is in the UK, right?  
  
If yes, please ask him to manually select the O2 network:  
Go to Settings > Mobile Data > Mobile Network. By default, Automatic is selected. Turn off the Automatic option. He will see a list of available carriers below the screen
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Claire, 05 Feb. 2025 , 05:00pm
I have selected o2 but still no connection

Soaif Ali, 05 Feb. 2025 , 05:16pm
Can you please try to use the sim card in another phone?  
  
Can you also let me know on which post code is your son, right now?
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Claire, 05 Feb. 2025 , 05:17pm
We put the sim in my phone and it didn’t work. We are currently at WD3 3PF but about to go out.

Claire, 05 Feb. 2025 , 05:18pm
Would an eSIM be worth a try?

Claire, 05 Feb. 2025 , 05:30pm
Are you there?

Soaif Ali, 05 Feb. 2025 , 05:35pm
Yes, we are connected.  
  
If possible can you please hop into nearby O2 store and get a replacement sim for your son?  
I guess the sim card has gone faulty, otherwise it should have worked in your phone.  
  
Just a personal suggestion, please stick to plastic sim only and avoid esim.
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Claire, 05 Feb. 2025 , 05:35pm
Okay thanks

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic