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O2 guru's Woking store - issue with Galaxy S4 with wifi/3G issues

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Anonymous
Not applicable

on ‎17-01-2014 14:30

on ‎17-01-2014 14:30

I have just waited 20 mins to see an O2 guru, who when I explaied the issue ( I have an S4 that won't auto connect to 3G or WiFi ) just shrugged and said that this is normal behaviour for a smart phone. I explained that up until recently I have had iphones and that that is definately not usual behaviour for a 'smart' phone. He then went on to show me how to switch WiFi on and then switch WiFi off. Hmm that fix seemed pretty 'manual' to me. But I'm just a girl so what would I know.... Thanks for the waste of time O2 guru.

I've just googled the issue - seems the problem is due to 4G and its availability (or lack of it in some areas) and just changing the settings from 4G/3G/2G (auto connect) to 3G/2G(auto connect) in settings/connections/more networks/mobile networks/network mode seems to have worked.

So 02 - if you read these blogs posts - then maybe do some training about this issue as it seems to be affecting lots of people.

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Toby
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on ‎20-01-2014 11:39

on ‎20-01-2014 11:39

Hi guys,

 

Below is some some FAQ info on 2G:

 

What's happened to my 2G switch?
We've made a change on some devices on our network to make sure they will always connect to the fastest part of our network, including 4G where available. This means you will always get the best data experience possible when you use your phone.
 
But I locked my phone to 2G because I could make calls. What do I do?
We’d recommend using TU Go, an app that lets you make calls over Wi-Fi for the price of a normal voice call. TU Go is great for people who have signal issues but strong Wi-Fi and is a free download in all the major app stores.
 
Did you do this because you have a poor network?
No. We want our customers to have the best data experience when using their phone to get online so are making sure phones will always connect to the fastest part of our network.
Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
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Anonymous
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‎17-01-2014 14:34 - edited ‎17-01-2014 14:35

‎17-01-2014 14:34 - edited ‎17-01-2014 14:35

Hi,

 

 

Sorry to hear of your recent experience.

 

Its fair to say customers receive different levels of service in most customer facing sectors, which can be determined by user knowledge and mood, but obviously they should remain professional at all times.

 

We are all customers here like you apart from two site managers.

 

@Toby im wondering if you could feed this back.

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Toby
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on ‎17-01-2014 14:54

on ‎17-01-2014 14:54

Hi Bluemarlon,

I shall feed this back for you. Sorry to hear things didn't go well there.

Feel free top send me a private message too if you would like to discuss it further.
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MI5
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on ‎17-01-2014 15:09

on ‎17-01-2014 15:09

I'm not sure I understand your problem fully, sorry, but I'm happy to expand further for you if you'd like to explain the issue.
Additionally, we have all had a moan at O2 for removing the 2G only option from the network selection. I'm sure we'd all like some feedback on this question ?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Toby
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‎17-01-2014 15:23 - edited ‎17-01-2014 15:51

‎17-01-2014 15:23 - edited ‎17-01-2014 15:51

@MI5,

 

I've asked for some clarification for you. If you can remember any specific devices to hand that have experienced this (no worries if not :)), let me know here.

 

 

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
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Anonymous
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In response to Toby

‎17-01-2014 15:26 - edited ‎17-01-2014 15:27

‎17-01-2014 15:26 - edited ‎17-01-2014 15:27

@Toby,

 

On the iPhone 5s when i upgraded to 4g payg the 3g toggle was removed.

 

On a stock iPhone a user has an Enable 4G toggle.

 

Turning this off reverts the connection to 3G but now a toggle does not exist to toggle 3G off. 

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MI5
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on ‎17-01-2014 15:29

on ‎17-01-2014 15:29

Toby
All O2 branded Android devices that are 4G capable.....
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Anonymous
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In response to MI5

on ‎17-01-2014 15:32

on ‎17-01-2014 15:32

Problem is that when you are out and about you consistantly get little or no signal - even in towns , but when you go into a shop/cafe/pub you get signal on WiFi - fine if you have a wifi only device....however my S4 is a mobile device that also uses the 3G network - and so I assume that when I am out of WiFi range that the 3G will automatically kick in. Like it did with my Iphone. According to the Guru the S4 seems to need you to turn off Wifi in order to receive a 3G signal. Again - my iphone didnt require me to do this.

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Anonymous
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on ‎17-01-2014 15:33

on ‎17-01-2014 15:33

Thanks - hopefully I have sorted the problem myself.

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MI5
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on ‎17-01-2014 15:43

on ‎17-01-2014 15:43

@Anonymous wrote:

Problem is that when you are out and about you consistantly get little or no signal - even in towns , but when you go into a shop/cafe/pub you get signal on WiFi - fine if you have a wifi only device....however my S4 is a mobile device that also uses the 3G network - and so I assume that when I am out of WiFi range that the 3G will automatically kick in. Like it did with my Iphone. According to the Guru the S4 seems to need you to turn off Wifi in order to receive a 3G signal. Again - my iphone didnt require me to do this.

This is complete rubbish !!

Mobile data will kick in when WiFi goes out of range.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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