New contract - no data connection

Hello,

I recently renewed my Contract which is active and started on 07.09.2024, (O2 Mobile M Plus, with 35GB and 5G network.

However, when I tried to connect to data or 5G, it is not working and I haven’t been able to connect to 5G since 07.09.2024.

How can I proceed so I can connect to data and 5G?

Many thanks in advance for looking int this matter.

Best regards,

o2_Giulia, 21.09.2024, 15:06: Beiträge zum gleichen Thema zusammengelegt

Hello @Ramon13,

welcome to our o2 Community 😀

I've taken a look at your contract, but everything looks fine. The SIM card is registered in the network and there are no restrictions.

Do you notice this problem everywhere, or only at a certain address? Does the phone and text message work?

Best regards

Giulia

Hello, 

I notice this problem everywhere, once I leave the house.

I’m not able to receive/ give calls, connect to 5G and data, and I rarely receive SMS, but they are quite delayed.

Thank you for looking into this matter.

Best regards,

Hello @Ramon13,

What kind of phone are you using and is it a new device? Can you test the SIM card in another phone?

This will help us determine whether the card or the phone is causing the problems.

Best regards

Giulia

Hello,

I tried the card on one of my older phone, and the data seems to work.

I bought a new phone on 01.05.2023 and the data & 5G were working, until I renewed my contract on 07.09.2024.

Is the issue related to new phone and a renewed contract ?

Hope it helps!

Many thanks,
Best regards.

Hello @Ramon13 🙂
Thank you for testing it. So everything works on your old cell phone without any restrictions?
Which devices are your old and your new one?
Have you looked in the settings of the new device and checked whether 5G has been switched off there?
Best regards

Kathi

Hello @o2_Kathi @o2_Giulia 

I put my sim card on an old Huawei phone, and the data works.. I can access internet without restrictions.

It is 4G on the Huawei phone.

Now I have now an Iphone 12, the software is up to date.
On the new Iphone,The 5G is on,with data mode: standard.

I still can’t access the internet with data (5G) on at the moment.

Could you please advise on how to proceed? 
Many thanks!

Best regards,

Hello @Ramon13,

have you looked whether you have low power mode active? In that case the iPhone 12 cannot use 5G.

At and around your address 5G is available and your Tarif is 5G capable and has it active.

Best Regards,

Gerrit

Hello @o2_Gerrit 

The low power mode has been inactive and is still inactive, The 5G has been switched on, data mode: Standard, however, I still can’t access the internet, anywhere.

Could you please advise on how this can be solved? 
Many thanks!

Best regards,

Hello @Ramon13,

If the SIM card works in another device, it ist probably the iPhone settings.

Please check here to see if everything is set correctly: https://support.apple.com/de-de/guide/iphone/iphd1cf4268/17.0/ios/17.0#iphbba3b6ccd

The APN must be internet: https://www.o2online.de/service/handy-einstellungen/

If possible, switch to LTE (switch off 5G) to see if everything works then.

Best regards

Giulia

Hello @o2_Giulia 

I followed all the guidelines.

The SIM passcode is turned on and unlocked, the APN is internet, I used LTE , switching off 5G, and it still does not connect to internet.
 

The software is updated, I took out the sim card, turned off and on the Iphone, I think I tried every method to try to connect to the internet, and no results..

I can see that the 5G is active in the new contract, so I’m not sure what else to do.

Could you please advice on how this can be solved ? 

Many thanks!

Best regards,

Hello @Ramon13,
Thank you for your feedback, sorry you had to wait. The SIM card worked in another mobile phone without any problems, right? Does it currently only affect mobile data or also telephony?  Is your mobile phone logging into the network or is there an error message straight away?
Best regards Bianca

Good afternoon. I ran into a similar problem the other day. After switching to the new tariff, my Internet started working worse than it used to, it was constantly shutting down and was completely unstable. I insert the SIM card into the mobile modem so that it can be distributed through Wi-Fi for all my devices as always. 

Hello ​@buenosdiaslisa,

that is unfortunate that your internet is getting weaker. Do you use the SIM card with your new tariff since the activation of your new tariff with our LTE or our 5G network?

Have you looked up your address in our live check if there are network disturbances or restrictions reported?

Best Regards,

Gerrit