Poor connection

[NevetsM]

I'm having trouble connecting to the 5G network outside. On WiFi, at shops, cafes supermarkets I can connect without problems.

For the last 12 months, I have noticed that it is very difficult to connect to a 5G network (Mask) anywhere outside. I've tried different areas around the city I live with little to no success. I went to a football stadium and tried to connect to their 5G mask without success (very few supporters there at the time I was trying to g, so that should not have been an issue, and others around me had no problems doing so. I've worked with the people around me for help and have taken screenshots and videos of them connecting but for me nothing. If I connect once or twice I'm lucky but others have been able to connect with no issues. I have contacted 02 and at first, it seemed like they were going to sort this out but yesterday I had to ring them again (They promised me a callback). I was put through to the Containment Team but the lady told me that they were not going to do anything about it other than to offer me 1 month comp. I told her, it's going to still give me issues in that I can never use the amount I would hope to use but was told there is no guarantee for you to connect. Others it seems can connect as often as they like but for me it's rare. Any help will be appreciated.

I have followed all that was asked of me from O2

[Enlli]

Are you talking specifically about 5G  or  a connection in general?

What happens when you switch your phone down to 4G?

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

Guide: How to find help & contact O2 

[NevetsM]

Sorry, I'm not tech minded. It's when I go outside and try to connect to the Internet. Yes tried 4G and 5G auto.

I've had the iPhone check and they said it was working fine. He did try to connect, which he did but I was unsuccessful. He checked on my settings and all seemed fine.

[jonsie]

Change the APN in network settings to mobile.o2.co.uk

[NevetsM]

I have been in communication with O2 over the last few months or more. One gentleman I was talking with said, he saw that I was not using much data and he said he would investigate and discuss compensation, then get back to me within 3 to 5 working days but did not. I called a satellite department who were understanding of the situation and agreed it was not my fault but once put me through to the Containment Team (Think that's what they are called said something like if I'm not happy with the one-month compensation then the Ombusmen was open to me to contact. Even though I was not able to use anything like the 25GB I pay for, I cant get online enough to use it.

[NevetsM]

I'm willing to try anything other than what they asked me to do, and that is go and ask someone in your area if they will allow me to put my SIM card in their phone to see if it works on theirs. Anyway, Jonsie. I will try to change the APN when I find out what it is (I'm an old man and not tech-minded - Sorry) But thanks to everyone for their help and advice. It is appreciated. 

[Oxonian]

This app is mentioned @NevetsM in the guides already posted :-

My Network App - Find Out More About Your Network Coverage | Apps | O2

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

Understand your network coverage

With the My Network app you can keep an eye on your coverage, wherever you are. Download the app and you’ll be able to:

- check the status of our network in your area – you don’t even need to enter your postcode

- test your network speeds

- report any issues with your service.

It’s simple to use and means that you can check the network without having to visit the main site or even enter a postcode.

Give it a try ; it's really useful. 👍

[NevetsM]

I much appreciate your help. I want to try anything I can first, so I'll try it.

[japitts]

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@NevetsM wrote:

I have noticed that it is very difficult to connect to a 5G network (Mask).... tried to connect to their 5G mask without succes

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I have to ask... isn't a mask something you put on your face?

That aside, can you connect to 5G inside? You've mentioned "on WiFi I can connect without problems" but it's not clear whether you mean connecting to WiFi (in which case you're not using the mobile network) or connecting to the mobile network (and therefore WiFi is immaterial"