No 4g connection.

[#1]

Hi Plusnet team,

I've been a customer for 2 weeks and had several issues getting the service up and running. As of the wekeend everything appeared fine, so yesterday I asked for the content block to be removed from my account. As soon as that was done my phone will now no longer connec to 4g. It sticks to 3g only.

Troubleshooting I have done so far:

check network coverage: All ok.

Reset Network settings:

Put in airplane mode:

Remove SIM for 10mins and restart.

Put my daughters PN SIM in my phone and it connects to 4G no problem, all services are fine.

Put my SIM in my daughters phone and it will only connect to 3G.

Could someone please check my account settings to see if all is correct at your end as it would appear to be an account issue rather than a local phone issue.

Many thanks.

[#2]

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@Dpres wrote:

Hi Plusnet team,

I've been a customer for 2 weeks and had several issues getting the service up and running. As of the wekeend everything appeared fine, so yesterday I asked for the content block to be removed from my account. As soon as that was done my phone will now no longer connec to 4g. It sticks to 3g only.

Put my daughters PN SIM in my phone and it connects to 4G no problem, all services are fine.

Put my SIM in my daughters phone and it will only connect to 3G.

Could someone please check my account settings to see if all is correct at your end as it would appear to be an account issue rather than a local phone issue.

---

Think that clearly points at what we already believe causes a lot of these screwups:

The plusnet system/process to update the sim/customer profile.

[#3]

Hi @Dpres, I'm sorry that you're having issues.

I'm not too sure on this to be honest, so I have raised it to our Ops Team and we will get back to you once we have a response.

[#4]

Hi @LaurenB,

This has been with the Ops Team now for over a week. I've supplied all the information I have been asked for, yet still no fix. Can we confirm they can at least see the issue?. What are the next steps and when can I expect a resolution? 

Many thanks

[#5]

Hi there, 

Lauren isn't in work today so I've chased our Ops team for an update and I'll get back to you here as soon as I have a response. 

[#6]

Thanks very much @adamwalker. if there is anything else I can provide please let me know. As a new customer I was really hoping for a better start than having to chase issues continuously. Thanks for your help.

[#7]

@adamwalker @LaurenB Hi Adam, another 24hrs has passed and still no update. Whats the plan, how do we escalate this? Thanks.

[#8]

Thanks for getting back in touch @Dpres,

I will be chasing this up for you today with our Ops team - it may be that we need to send out a new sim-card however we'll confirm that once we have a response from Ops.

In the meantime, another troubleshooting step you can try is:

Deleting the previous network profile by going into Settings>General>Profiles and delete the old profile, once done please reboot the device.

[#9]

Thanks @Mads. There are no profiles, this was checked with customer services when I had issues with my number port before this 4g issue started. Any other advice welcomed.

[#10]

Hi Dpres, Ops did get back to us today advising that engineers are still working on the issue and due to their SLA we should have a response back by tehe end of the day tomorrow. 

[#11]

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@adamwalker wrote:

Ops did get back to us today advising that engineers are still working on the issue

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Makes it sound like they are digging up the roads ...

Rather than ... nothing probably.

[#12]

HI,

So end of the day, my phone still wont connect to 4G... Whats the update from the Ops Team please?

Thanks

[#13]

@Dpres, Please accept my apologies for the length of time this is taking to resolve. I'm afraid we still do not have any further information. We'll keep checking back for you, however we do not have a solid timescale at the moment.

[#14]

Hi,

can you let me know how I can open a formal complaint please? In the last 3 weeks I've had 3 days where I had full service. This is not acceptable and can't continue. What's the escalation process, how do we get management involved in this?

Many thanks

[#15]

Hello @Dpres, I have raised the complaint on your account - you should receive further information shortly. For further clarity you can find our complaints code of practice here.