Sim swap and no more 4G

[Grilo]

Hi everyone!

I'm a bit stumped with this one:

Was using my sim free S7 edge with an O2 contract that was coming to the end and the phone was working fine, with 4G.

Took out a new sim only 12 months contract, 4G ready. Asked CS to swap my old number to this new sim and they told me, from the minute I noticed the loss of signal, to swap the sim cards with the new one. Done all that and noticed that from the start, I would only get the H+ (No 4G). Waited 24 hours and yesterday decided to visit an O2 shop and explained that ever since inserting this new sim, have not seen the 4G indicator since, despite checking all settings on the phone that are correct. They also had a look at the phone settings and confirmed the are correct, so decided to give me another sim card. Inserted it and the problem is still here. All I get is H+, knowing that I am in a 4G area.

Has anyone here experienced a similar problem?

Thanks in advance for any help.

Grilo67

[MI5]

You haven't got 4g enabled on your account.
Call CS on 202 and ask them to enable it.

[jonsie]

Ask them to check if you have the BB bolt on which seems to be the default but as above, it's more than likely 4G is not enabled.

[MI5]

@Toby @Martin-O2 as this happens regularly, is it worth you feeding back to someone that better training is required?
Both missing 4g and Blackberry bolt on default crop up regularly on here?

[Grilo]

Well...

Took the advice of contacting CS and they said that they have made changes to my account and I should now be able to receive 4g from 2 to 24 hours.

Fingers crossed! Thanks for your help.

[MI5]

It will update at midnight when O2 run their system updates.
Reboot the phone when you wake up in the morning and it should be OK by then, if not done sooner.

[Grilo]

Thank you. I will update as soon as I have news.

[MI5]

[jonsie]

Hope it's sorted for you 

[jonsie]

I agree with the training issue @Toby surely it's not too difficult to check these things?