No HSDPA on O2 UK

[allanmb]

I got my Orbit 2 last week for valentines day and am loving it! The only problem I have so far is that I cannot connect to HSDPA. I am on O2 UK and in an area where I think there should be coverage (Newcastle/Gateshead area). I have it enabled on the phone yet 90% of the time I get 3G and the rest I get Edge! I got a new sim with the phone so it *should* be compatible....

Does anyone know if this is a problem with the handset? Or is this area not yet covered?

Thanks
Allan

[mrvanx]

I got my Orbit 2 last week for valentines day and am loving it! The only problem I have so far is that I cannot connect to HSDPA. I am on O2 UK and in an area where I think there should be coverage (Newcastle/Gateshead area). I have it enabled on the phone yet 90% of the time I get 3G and the rest I get Edge! I got a new sim with the phone so it *should* be compatible....

Does anyone know if this is a problem with the handset? Or is this area not yet covered?

Thanks
Allan

afaik HSDPA is only available to business customers dude :( I personally left O2 last year due to the REDICULOUS prices they charge for data. Tmobile webnwalk has HSDPA available to everyone and the bill works out a damn site cheaper.

[be_vigilant]

Check out 3 instead. I swapped from 02 and never looked back

£20 a month for

600 Texts
75 any network minutes
1 gig a month on HSDPA speeds!!!

[allanmb]

I have just switched to O2 so leaving them is not an option! Mind you the tarrif aint bad! 600 cross network minutes, 500 texts and unlimited we browsing for £35 pm. Coupled with that, the Orbit2 only cost £49.99 which is pretty good.

mrvanx, I am on a business tarrif so that shouldnt be what is limiting me as far as I know...

[jonboyuk]

Strange - I'm on Online 30 with unlimited txts & internet with my yearly discount) for £20 pm and I get HSDPA no problem...

[phsnake]

u need to check coverage - for example - Glasgow is no tcovered at all. Shame

[Aleemz]

I Don't get HSDPA in Stockton/Middlesbrough, but I was in Luton over the weekend and saw the H symbol a few times.

I'm on the 600 minutes, 1000 texts, and unlimited web bolt-on, and insurance for £42:50. Still deciding whether to keep the handset (Orbit 2) or wait for something with better drivers.

I havn't cancelled my contract with Orange yet, where I get 800 minutes, 400 texts, unlimited data, and Care (insurance) for £52ish.

Decisions decisions.

[allanmb]

I managed to find a coverage map for HSDPA (http://www.webmap.o2.co.uk/map.asp) and it looks like there is very little coverage for o2 at the moment. Only major cities South of Leeds have coverage...

[nickbro]

I only got a H on my phone when I was in Bristol Temple meads. Anywhere else the post I got was a 3G sign, mostly G tho

[nickbro]

Acroding to the HSDPA map, the middle of no where in wales (Search:NP7 0EX) and it's HSDPA, yet somewhere like plymouth is not, how odd

[Anks]

I believe it is just coverage, I'm on O2 and I live and work around Docklands in London and almost permanently have a H displayed.

[~J~]

I've noticed I often get a H too, although more commonly I get an "E"? What's this mean?

[HandySpanner]

I've noticed I often get a H too, although more commonly I get an "E"? What's this mean?

It means Edge.

[mrvanx]

With regards to the 'Middle of nowhere' getting HSDPA you never know that might be where O2 did thier trial for it?? But its more likely they did the trial on the IOM since they hold the contract for telecoms dont they??

Im quite staggered how little HSDPA coverage they have since Tmobile seem to have it nearly everywhere where there is 3G??

[S0ylentK]

H in most of Brighton but on Vodafone

Before I realised the RSS thing had sucked 80mb from my data plan oops .

have to be careful now.

:)

[nickbro]

With regards to the 'Middle of nowhere' getting HSDPA you never know that might be where O2 did thier trial for it?? But its more likely they did the trial on the IOM since they hold the contract for telecoms dont they??

Im quite staggered how little HSDPA coverage they have since Tmobile seem to have it nearly everywhere where there is 3G??

Nope, middle of nowhere was not the trial, only seems to have gone HSDPA in the last month or so, as it wasn't HSDPA when I was there on my phone.

[Dashers]

I get HSDPA in Bath with O2, works a treat.

Strangely enough HSDPA appeared across the south west just after the outage on boxing day (or was it the 27th? can't remember exactly).

Alas, where I live I don't even get Edge. Which is why the Wifi is so useful. If I want to download anything big, I just do it on Wifi.

[pebsuk]

I pick it up when working in Watford so would guess it's a coverage issue..

[dysoong]

I think its a coverage problem. I'm in london (north, east, and south east usually) and get an almost permanent H symbol.
The only problem for me is that the speed is effectively the same as 3G, in london anyway.
I've disabled HSDPA to test this and get 121-128Kbps for both 3G and HSDPA.
(try http://text.dslreports.com/mspeed or http://www.dslreports.com/mspeed?jisok=1 to test for yourself)

O2 customer support reckons that the number of users in London is overwhelming and this reduces the speed.
Pretty crappy if you ask me....
My friends assure me that data speeds on O2 increase significantly when you get outside london, but I've not had the chance to leave the big smoke since getting my Orbit2.

[AdamR78]

This is (probably) a stupid question.
I have the Polaris, and live in Fulham, work in the city - yet I only ever get GPRS or Edge... my phone didn't ship with a new sim card, is it possible that I need a new one for 3G or HSDPA?

A.

[BadTasteUK]

This is (probably) a stupid question.
I have the Polaris, and live in Fulham, work in the city - yet I only ever get GPRS or Edge... my phone didn't ship with a new sim card, is it possible that I need a new one for 3G or HSDPA?

A.

Sounds like you do need a new SIM card capable of 3G, but also check your BAND settings on the phone, and ensure you not restricted to "GSM" or 2G.

[nickbro]

phone up your phone company and ask for a 3g sim, they should send you one for free

[DMAND]

I needed a new 3G SIM for my Orbit2 rather than ring up I walked into a O2 store and they gave me a SIM which was activated within a couple of hours, now I get HSDPA

[LargePig]

My Orbit 2 has the 'H' but speed tests come up <80kbps.
Confused :confused:

[MusicArt1st]

At least you get 3G 8-(

[LargePig]

Yeah.. Don't know how though 'cause I seemingly don't have a 3G SIM... Or didn't anyway, I've got one now, waiting for activation :D

[nickbro]

is there any way of telling if u have a 3g sim card? without being in 3g area? Just wondering cause sometimes I get a 3g symbol, and sometimes not

[MonkeyWorld]

Pretty sure when I loaded KaiserTweak onto my O2 Polaris it said that the HSDPA capability was disabled in registry - so just set it to enabled and working fine for me - although am on business tariff

[AdamR78]

Got my 3G card now, get H in most areas. But IE is still slow :) Opera is performing nicely though.

[TheOnly1]

3G SIM card???? Strange thing. My SIM (MobilTel Bulgaria) is almost 10 years old and I don't have any problems with 3G or HSDPA.

[allanmb]

HSDPA is now available in my area - the O2 map hasnt been updated but I now get a nice H in the Gateshead/Newcastle area - Happy days :D

[Straputsky]

Having the H is one thing, having the speed the other. Have you tested your speed? I heard several rumors that o2 cuts the transfer rate (for private users, business users are not affected).

[p.dixon0]

Yeah, I'm getting the 'H' in Gateshead / Newcastle and also in my home town of South Shields. Done a couple of speedtests on dslspeedreports and got max of 135kbps which is better than the 3G 128kbps 'cap', but no where near the claimed 9 times faster than 3G!!

I suppose having the HSDPA functionality in my area is better than not!!

[DMAND]

HSDPA is now available in my area - the O2 map hasnt been updated but I now get a nice H in the Gateshead/Newcastle area - Happy days :D


Test your speed and see how happy you are now

I get a crappy 120kbps On HSDPA and 118kbps on EDGE :mad:

Looks like HTC arnt the only people who need petitioning

[MusicArt1st]

Yesterday 12/03/2008 I was getting the 'H' HDSPA symbol in Newton Aycliffe and Darlington areas where I wasn't the day before. the speed? 128kps. Drive a mile down the road and there's no 3G :confused:

[reyjabs]

Speeds mentioned in this forum is way too disappointing and run in contrast to claims made by O2 on this advert.


On-board GPS
The Xda Orbit 2 comes with onboard GPS and has the Co-Pilot Live7 sat nav application pre loaded. HSDPA for super fast browsing and TouchFLO, touch sensitive screen software to make navigating around your device a piece of cake.

http://shop.o2.co.uk/mobile_phone/features/O2/Xda_Orbit_2


I believe you guys had a legal basis to request for the removal of "speed" capping or claim a reduced monthly bill.

The rest of us are enjoying speeds way much beter. Just check http://forum.xda-developers.com/showthread.php?t=370624

[Straputsky]

So far it seems that this behaviour is only in your country. According to a german forum the speed there is ok.

[Ekky2000]

I'm also on o2 and can log on to HSDPA for most of the day, i did get just below 200kb/s when i first got my 3g sim. But will 4 hours the best i can get is around 130kb/s

[kutonglupa]

Something in O2 UK's ROM is slowing down the download speed. Use WWE(Original HTC Polaris ROM), Bepe's, Panosha's or any other cooked ROM's and you'll see a dramatic speed increase. Of course use a non-O2 UK sim.:D

[HandySpanner]

I'm also on o2 and can log on to HSDPA for most of the day, i did get just below 200kb/s when i first got my 3g sim. But will 4 hours the best i can get is around 130kb/s

What are you using to test the speed?

[Ekky2000]

What are you using to test the speed?

i've been using http://text.dslreports.com

[Graffen]

Personaly I think the problem with slow HSDPA speeds on the O2 network have nothing to do with the phone, but rather the fact that O2 has only recently begun to roll out it's HSDPA network.

I'd imagine that for the first while, the speeds will not be great, thinking around 1 MBit*, then as the roll out progresses the HSDPA speed will increase to it's full capacity.

I know that T-mobile had slow HSDPA speeds when they first rolled it out.

*don't know the exact speed as this is going from memory

[kremnos]

Coverage varies. Good in some spots bad in others. Radio comms is funny stuff!

[rickgillyon]

I complained about my speed of 130k to O2 because I was getting 400k on Edge previously. They upped my speed as a result and I'm now seeing 650-700k in the same location...

[dysoong]

@rickgillyon:

Can you please tell us how you managed to get this speed upgrade? I've tried O2 customer services five times now and every time I get variations on the the same answer:
"there is not a speed limit, there is no available upgrade in speed, its all down to your network coverage and congestion."

I think their answers are complete bollocks. I've now tested my HSDPA speed all over london (and at different times), in preston, manchester, glasgow, leeds and on the train periodically going up the west-coast mainline in the UK and have never ever seen a speed more than 134kbps.

So - can you tell us annoyed customers exactly who to speak to at O2 or exactly how to complain to them to get a decent speed. They have this annoying policy of firewalling the tech support team from the customer by getting customer services to ferry questions to and fro between customer and tech support.

It be nice if someone with proper speed HSDPA could post a little video of them doing a speed test on their phone whilst using the O2 network so that we can direct the obfuscating tw@ts at O2 CS to the website just to prove they're talking nonsense.

sorry for the slightly ranting tone, but the more people make a noise to O2 CS, the better chance we have of getting decent HSDPA speeds.

[rickgillyon]

I have a business account, I just emailed the standard CS email address for business users. The 130k is the limit, as they clearly told me mine had been upped from 128k. Problem is you don't have the direct contact with support without a business account. Good luck!

[DMAND]

2k difference? I thought buisness was capped at 340kbps, this is really annoying but I reckon its only because O2's HSDPA is fairly new, maybe if Apple were to unleash a 3G iPhone O2 would hurry up

[rickgillyon]

I probably wasn't clear, I think people are showing around 130k because O2 by default are capping HSDPA at 128k (or close).

[danma7_200]

After being run around in hoops for over a month with regards to data speed being limited to 128k second, no one could give me this answer that higher speeds are only available to business users.

Finally now I know why. Thankyou.

Rang o2 customer services again today, told them this limit, they admitted it (why didn't they before) and can now termiate my account early.

Thankyou for this forum!

God bless!

Daniel

[dysoong]

I have a business account, I just emailed the standard CS email address for business users.

thanks for the info, mate.
But could you help us out a bit more.... can you give us the email address of the business CS team?
The one on the O2 website is for us second-class customers and the webform limits is 150 characters...
good grief its like drawing blood from a stone when you're trying to get info from O2.

At least if I have it in writing (of electronic sort at least) directly from O2 telling me I'm capped at 128K if i'm non-business user, then I can take it from there with complaints etc.
Not sure if i'm willing to terminate my contract because I love my phone and I'm on a good tariff... but at least I get to shout at someone higher up than a CS call centre lackey.

thank to you all so far. what a top-notch forum this is. :)

[rickgillyon]

SMEBusinessAccounts@o2.com

But I don't think they'll entertain you unless you have a business account number, I suspect that they'll just tell you to contact non-business CS. Good luck!

[dysoong]

well, here's another twist to the story...
My mammoth 45 minute call to CS and tech support today about the apparent discrepancy between business and residential network HSDPA speeds resulted in "There is no difference in HSDPA speeds between the business and residential networks" and "We refuse to comment on any speed restrictions". Obviously I was given the usual range of gumpf about network congestion, coverage area, poor signal, we don't support HSDPA etc. etc. etc. until I made the CS line manager look at an O2 HSDPA coverage map online, but the final answers were those paraphrased above (relayed from tech support via said line manager). The line manager authorised the release of the Press Office phone number and advised me to speak to them instead. How strange...

I've called the press office and, after some confusion as to why exactly I was given their number, they agreed to help answer my questions and will call me back. I'll post here when I have more "official" answers. I've also emailed business CS to see if they know anything and will, apparently, be answered within 24 hours. Again - will post when I know more.

[rickgillyon]

"There is no difference in HSDPA speeds between the business and residential networks"
I believe that this is true, everyone is capped at 128k. It just seems that they are willing to remove the cap for business users...

Not to rub it in, but I've been showing 900-950k today.

[Straputsky]

I wonder what they would say if we could show them a test where someone measures the speed with a non-business sim then he changes to a business sim and suddenly has a faster speed? The usual excuses won't work anymore due to the fact that place and phone didn't change and time was also nearly the same.

[DMAND]

I wonder what they would say if we could show them a test where someone measures the speed with a non-business sim

I've wondered this too but dont know anyone with a buisness SIM.

Why is it that this issue is only being discused here in the Polaris thread, are there not other HSDPA phones on O2 getting poor speed's? The more attention brought to the matter the soon their CS will have to widely admit the cap

[dysoong]

SUCCESS!

After my efforts over the past few weeks, I've finally had an "official" answer and solution.
It turns out that the very helpful lady at O2 press office managed to speak to one of the CS team members that liases with the Project Level teams in O2 in Leeds.
This CS/project level man phoned me up this morning to say that he had activated my SIM card to remove the 128kbps speed limit on 3G and HSDPA. I should now get 384 kbps on 3G and up to 1.8Mbps on HSDPA.
This is what O2 normally automatically assigns to corporate user SIM cards. SIM cards for residential customers are shipped with the automatic 3G and HSDPA 128kbps speed restriction.

It seems that O2 are having internal debates right now about what speeds to offer customers on various tariffs, phones and bolt-ons. e.g. they may offer full speed access to XDA users, or to unlimited web bolt-on users or to customers above a specific tariff price band. The man said to me that the debates are occurring at the highest level, but are not yet resolved. He
also said that they are now very aware of the serious problem of the multi-level nature of their customer support team and would review that process also. I explained the problem that many of us have had trying to get proper answers and access to technical support members that actually know what they are talking about. He agreed that this is a problem caused by the multi-level nature of CS and that more training needs to be done to help stop lower-end CS giving nonsense answers. Additionally, he said that there is no official policy or procedure set in place to help residential customers unlock the speed restriction and that he understands that this is causing the main problem for us. This is also now under review, apparently.

I made it clear I'd be posting all of the things we talked about on this website and he was happy with that.

My advice to all the users that have had this problem is this:
Call O2 CS and demand to be put through to someone from the project level/CS liasion level of customer support, or to have your requests sent there directly.
Every residential customer is entitled to full speed HSDPA until O2 bigwigs agree on their policy and you should be able to unlock the speed restriction if you speak to the right person.
Do not accept the usual crap answers of "we don't support HSDPA", "there is no speed restriction", "there is no difference between corporate and residential customers". Tell them you know FOR A FACT that residential SIM cards are released with a speed restriction.

For those that still have problems, PM me and I will give you details of the specific man I spoke to and the phone numbers I used. Hopefully, you'll be able to get to the correct level of tech support just by being insistent. The lower levels are just trained very badly - ask for a manager and explain the problem and solution to them in no uncertain terms.

best of luck to you all.

[rickgillyon]

This is what O2 normally automatically assigns to corporate user SIM cards. SIM cards for residential customers are shipped with the automatic 3G and HSDPA 128kbps speed restriction.
Hmmm, not so in my case. My SIM was shipped with the 128k restriction, but it may be that SMEs have the restriction while large accounts don't.

Well done on getting the speed!

BTW, don't hold your breath waiting for 1.8Mb, I've not hit 1Mb yet...

[Aleemz]

Well done! Your persistence has paid off. I'm going to contact them.

[chrisbond]

Well done - just managed to speak to the same lady in the press office as you and she's going to refer me the same way as you. Was very helpful indeed.

Hopefully i'll get mine sorted shortly too!

Kind Regards,
Chris Bond

SUCCESS!

After my efforts over the past few weeks, I've finally had an "official" answer and solution.
It turns out that the very helpful lady at O2 press office managed to speak to one of the CS team members that liases with the Project Level teams in O2 in Leeds.
This CS/project level man phoned me up this morning to say that he had activated my SIM card to remove the 128kbps speed limit on 3G and HSDPA. I should now get 384 kbps on 3G and up to 1.8Mbps on HSDPA.
This is what O2 normally automatically assigns to corporate user SIM cards. SIM cards for residential customers are shipped with the automatic 3G and HSDPA 128kbps speed restriction.

It seems that O2 are having internal debates right now about what speeds to offer customers on various tariffs, phones and bolt-ons. e.g. they may offer full speed access to XDA users, or to unlimited web bolt-on users or to customers above a specific tariff price band. The man said to me that the debates are occurring at the highest level, but are not yet resolved. He
also said that they are now very aware of the serious problem of the multi-level nature of their customer support team and would review that process also. I explained the problem that many of us have had trying to get proper answers and access to technical support members that actually know what they are talking about. He agreed that this is a problem caused by the multi-level nature of CS and that more training needs to be done to help stop lower-end CS giving nonsense answers. Additionally, he said that there is no official policy or procedure set in place to help residential customers unlock the speed restriction and that he understands that this is causing the main problem for us. This is also now under review, apparently.

I made it clear I'd be posting all of the things we talked about on this website and he was happy with that.

My advice to all the users that have had this problem is this:
Call O2 CS and demand to be put through to someone from the project level/CS liasion level of customer support, or to have your requests sent there directly.
Every residential customer is entitled to full speed HSDPA until O2 bigwigs agree on their policy and you should be able to unlock the speed restriction if you speak to the right person.
Do not accept the usual crap answers of "we don't support HSDPA", "there is no speed restriction", "there is no difference between corporate and residential customers". Tell them you know FOR A FACT that residential SIM cards are released with a speed restriction.

For those that still have problems, PM me and I will give you details of the specific man I spoke to and the phone numbers I used. Hopefully, you'll be able to get to the correct level of tech support just by being insistent. The lower levels are just trained very badly - ask for a manager and explain the problem and solution to them in no uncertain terms.

best of luck to you all.

[chrisbond]

Bingo now getting more than 128kbps!! Thanks for your help worked a dream - if only everything was so simple with o2!!!

Well done - just managed to speak to the same lady in the press office as you and she's going to refer me the same way as you. Was very helpful indeed.

Hopefully i'll get mine sorted shortly too!

Kind Regards,
Chris Bond

[dysoong]

yup. I've tested mine a few times now and consistently get over 650kbps. Not anywhere near the 1.8Mbps stated maximum, but it a damn sight more than 128kbps. I'm happy enough with that. :)
I urge all residential O2 users to get on the case and give O2 CS some hassle. If you've got friends that don't read this polaris forum then tell them also. The residential customers deserve to get what they paid for every bit as much as business customers. If O2 say they supply HSDPA broadband for super fast surfing, then they should damn well mean it.
O2 should have gotten their act together months ago instead of lying to their customers. Spread the word and take some consumer action, people!

[chrisbond]

I have to admit the same on the speed tests ive done usually range from 520->700kbps so a damn sight more than 128kbps.

Personally I think we need to hit theregister.co.uk with it but will be a bit hard i think!

yup. I've tested mine a few times now and consistently get over 650kbps. Not anywhere near the 1.8Mbps stated maximum, but it a damn sight more than 128kbps. I'm happy enough with that. :)
I urge all residential O2 users to get on the case and give O2 CS some hassle. If you've got friends that don't read this polaris forum then tell them also. The residential customers deserve to get what they paid for every bit as much as business customers. If O2 say they supply HSDPA broadband for super fast surfing, then they should damn well mean it.
O2 should have gotten their act together months ago instead of lying to their customers. Spread the word and take some consumer action, people!

[Aleemz]

Customer Service are a waste of time! Can't get them to put me through to anyone. Did you ring the Press Office directly?

[chrisbond]

Customer Service are a waste of time! Can't get them to put me through to anyone. Did you ring the Press Office directly?

Thats what I did Emma answered called straight back (just left name and number didnt say anything else!).

[Aleemz]

Thats what I did Emma answered called straight back (just left name and number didnt say anything else!).

Sorry, I'm not sure I follow; you phoned the Press Office the person who answered was Emma, you left your name and number - but what did you say to her?

[chrisbond]

Sorry, I'm not sure I follow; you phoned the Press Office the person who answered was Emma, you left your name and number - but what did you say to her?

Just said im experiance speed problems on 3G and HSDPA where its fixing me 128kbps. I meantioned that other people have contacted her and she was extermely helpful and said she'd pass on my details to someone in technical project level, about 2-3 later i got a call back saying the change had been made turn my device on and off and it worked!

[Straputsky]

If they change speed of each of their customers by hand, they'll have some work for the next months. :D

[dysoong]

I feel sorry for the press office lass already. It's not her job to deal with our problems! But if CS won't help, what are you supposed to do? The project level/CS liason team are the 3rd or 4th level of support at CS. Make it clear to whoever you speak to that you want to speak to a manager to make your complaint if they don't direct you request to the project/CS liason level of Customer Support. Be insistent and make sure they know that the lower levels of CS are not yet trained to deal with this

[Aleemz]

I tried going through customer services again, and no joy. Not their fault really when they havn't been informed/trained in this area. Left an answerphone message with Emma and within an hour I had a call from a guy in tech support. He acknowledged the restriction, and that he had lifted it. Turned the phone off, then back on, and woohoo! Good increase in 3G download speed. Now I just need HSDPA coverage where I work and play :D

Thanks to dysoong and chribond :)

[chrisbond]

We're one of the luckly one's o2 just brought a new HSDPA mask up last week! Before that it was Edge.

I tried going through customer services again, and no joy. Not their fault really when they havn't been informed/trained in this area. Left an answerphone message with Emma and within an hour I had a call from a guy in tech support. He acknowledged the restriction, and that he had lifted it. Turned the phone off, then back on, and woohoo! Good increase in 3G download speed. Now I just need HSDPA coverage where I work and play :D

Thanks to dysoong and chribond :)

[benjclews]

Hi all,

Been following this thread with great interest after being thoroughly unimpressed by O2's supposedly high-speed mobile internet.

I've tried customer services several times now and hit 'the wall of denial/ ignorance' each time. When I asked to speak to a line manager after 10 minutes of debate with CS, said manager accidentally cut me off. Following that I rang when he/ she was unavailable and was promised he/ she would ring me back. Which, of course, he/ she didn't.

Now I'm looking at the press office approach. Can anyone who's had success PM me the number? Is it the one on the site (01753 565656) or another entirely? (Ideally, I'd rather not ring someone who has no idea what I'm banging on about (I had enough of that with CS))

Thanks again for this thread- it's nice to know there is hope for those of us stuck at 120kbps.

[Aleemz]

Yes, its the Press Office number from the O2 website. If it goes to answerphone leave a message with your O2 number, name, and that you'd like the cap lifted.

Good Luck!

[redjupiter]

I am on O2 UK too. I pay £7.50 for unlimited Internet and I always get HSPDA most of the times. Curious though how do you test your phone link speed? Mine seems much faster than 3G when surfing.

Thanks

[DMAND]

I got mine lifted on Monday with that number, hit 968 kbit in Birmingham the other day :D

Man I love this forum

[Aleemz]

I am on O2 UK too. I pay £7.50 for unlimited Internet and I always get HSPDA most of the times. Curious though how do you test your phone link speed? Mine seems much faster than 3G when surfing.

Thanks

Point your internet browser to www.dslreports.com/mspeed

[hertz999]

benjclews trust me it works-
-i called emma at press office also - first no reply left message on am, then i tried calling back from landline (thinking she wont answer to o2 mobile numbers) she then answered.
emma knew what i was talking about straight away, sounded like she had many others callin her, but seemed little fed up that they keep calling her number- Although she was very nice and said she would sort it out. Took mob number and within the hour it had changed!!!
just tested now got 941kbit

[benjclews]

Yes, its the Press Office number from the O2 website. If it goes to answerphone leave a message with your O2 number, name, and that you'd like the cap lifted.

Good Luck!

Cheers mate. Left an answerphone message- fingers crossed for the HSDPA fairy visiting me in the next day :)

[Doughnut]

I got some rude man on the phone telling me not to call him as im not a journalist...

[benjclews]

I got some rude man on the phone telling me not to call him as im not a journalist...

I do hope that wasn't "Steve"- the person whose answerphone I left a message on :(

[Aleemz]

I left a message on Emma's answerphone. If you heard a pre-recorded answerphone messgae from 'Steve', maybe it's Emma's day off or she's on leave. I'd contiunue calling the Press Office number over the next few days until you get to Emma's answerphone.

[ScarthyUK]

Hi Guys,

I've had a long chat with Emma, She has asked that if you would like to contact her to remove the ban that you only do so between office hours! you guys have been calling att 11pm etc.. the guy that is there after office hours is their for national emergancy's.

She is also pushing to have it removed for everyone.

Cheers.

[phillim]

Just to follow-up on ScarthyUK's post
I too have spoken to Emma this morning; what a nice lady - she doesn't deserve to have to do O2's CS job as well as her own. She would really appreciate it if we could keep our calls between 9.00am and 6.00pm. (BST)

Now looking forward to seeing speeds as high as I used to get on TMob.

Mark

[benjclews]

Just spoke with Emma. I agree- she's a lovely woman dragged into an unfortunate position. Some possible good news from all this however: she's been pressing about this matter to O2 since we began ringing her and she seems to think the general situation will be changed soon anyway :)

[redjupiter]

Point your internet browser to www.dslreports.com/mspeed

Hi,

just a wee update. I contacte O2 support and told them the problem. Basically, that I have a monthly contract (£45) plus unlimited internet add-on plus O2 XDA orbit 2 and my area is totally covered by the HSPDA map. The lady on the phone was very helpful and she spoke to technical support on my behalf and they promised to upgrade my connection. They have levels and I am on level 5 (I get like 120K on HSPDA), and they promised to upgrade me to level 6.

I think it is worth it to keep calling support. I gave them no chance of denying or giving me any excuses. I called armed with all the facts and made it clear that I bought the contract and the phone on the promise of HSPDA.

I will report in a couple of days if things improve or if they kept their promise.

[dysoong]

I will report in a couple of days if things improve or if they kept their promise.

Any news? Did you manage to get HSDPA unlocked through normal O2 CS?
It took me nearly 4 weeks of repeatedly bashing my face against the O2 CS firewall before I managed to get some proper answers and the eventual the press office/emma route.
I'd like to know if our perseverance has actually made a difference to O2 and their CS...
Probably not, but it's always nice to hope that a bit of consumer action can change a crappy policy.

If anyone manages to have success via normal O2 CS, please post here so that we may all bask in the glory of our small triumph. ;)

[magnumforce2000]

I spoke to Emma this morning briefly, though she didn't seem too pleased! She said she would pass my details on but I haven't heard anything.

Did everyone get a call back or was the restriction just removed without confirmation?

[jabok]

I'm ashamed to say I went the Emma route too, without even trying CS. :( I'm not very good at "arguing" on the phone so took the easy way out. :p Anyway, I called her at about 4:30pm and about an hour later I was at proper HSDPA speeds. :D There wasn't a call from Tech Supp, it was just done.

We should get her some flowers or something!!! ;)

[magnumforce2000]

Just restarted my phone, ran a mobile speed test (1MB) and got 907 kbit/sec :)

[dysoong]

We should get her some flowers or something!!! ;)

That's actually a very good idea and a very thoughtful gesture. No joking.
She's had to put up with us lot calling her to deal with a problem that's simply not her job and has done so with a delightful measure of helpfulness unheard of at O2.

If someone's willing to collect donations, I'd be happy to throw in a fiver for some flowers and chocs.
Alternatively, if someone can tell me how to collect donations (eg via paypal) I'm willing to order the flowers and have them sent.

EDIT: ok. i'm a bit slow. sending money via paypal is actually very simple..... If anyone actually does want to send some flowers, just log in to your paypal account and click "send money". Recipient: dysoong@gmail.com
When I've collected about £20, i reckon that should be enough (plus my fiver) for a bunch of flowers.

[ScarthyUK]

Just had an e-mail from the register and they are about to run a story on the issue! Big thanks to Emma.

[dysoong]

Just had an e-mail from the register and they are about to run a story on the issue! Big thanks to Emma.

Nice One! I emailed one of the editors at The Register about this after chrisbond suggested it, but never heard anything back. I thought they weren't interested... apparently they were interested after all.

Good news for all O2 residential customers!

[marisa4755]

This is now beyond silly. Phoned CS today to try to get a respectable speed. (Tests at the moment show between 98 and 200 ish kps.

1st call, lasted 15 minutes and then I got cut off (probably my fault, dropped the phone).
2nd call lasted 15 minutes, got some information, was put on hold and got cut off.
3rd call lasted 15 minutes, got different information: the sum total of which was:

"O2's HSDPA does not come into effect until 18th April"

- so how come my phone shows an H, my postcode is shown as covered by HSDPA, and nothing of this was said to me in the shop when I bought my device, mentioning it specifically.

"Well, there are some areas where you may get it at present, as they are trialling it"

-has it definitely been enabled on my account?

"It doesn't need to be enabled on your account, as long as you have a capable device it will automatically pick up the fastest signal and use it"

-I was told that it had to be enabled on my account, and that there are different speeds available to be enabled.

"No, there are no different speeds, everything is as it should be on your account, leave it until the 18th April and if you still don't get a better speed let us know then".

- but there are other people in my area getting much better speeds right now

"then you have a faulty device. Try taking it back to the shop where you bought it and they can send it away for repair"

Anyway, we went round and round in circles on this until I got bored and then ended the discussion.

[reyjabs]

This is now beyond silly. Phoned CS today to try to get a respectable speed. (Tests at the moment show between 98 and 200 ish kps.

1st call, lasted 15 minutes and then I got cut off (probably my fault, dropped the phone).
2nd call lasted 15 minutes, got some information, was put on hold and got cut off.
3rd call lasted 15 minutes, got different information: the sum total of which was:

"O2's HSDPA does not come into effect until 18th April"

- so how come my phone shows an H, my postcode is shown as covered by HSDPA, and nothing of this was said to me in the shop when I bought my device, mentioning it specifically.

"Well, there are some areas where you may get it at present, as they are trialling it"

-has it definitely been enabled on my account?

"It doesn't need to be enabled on your account, as long as you have a capable device it will automatically pick up the fastest signal and use it"

-I was told that it had to be enabled on my account, and that there are different speeds available to be enabled.

"No, there are no different speeds, everything is as it should be on your account, leave it until the 18th April and if you still don't get a better speed let us know then".

- but there are other people in my area getting much better speeds right now

"then you have a faulty device. Try taking it back to the shop where you bought it and they can send it away for repair"

Anyway, we went round and round in circles on this until I got bored and then ended the discussion.

:eek:Good customer care eh?:mad:

[marisa4755]

The trouble is all the people I spoke to I think were genuinely trying to help and telling me what they thought was the truth. They were very polite and friendly. It's a shame. It's bad training, insufficient information etc etc. It's not their fault that they are put in this position.

However, I had been with O2 in the past, and swore never to go back, but I allowed the fact that I thought the Orbit2 looked nicer to influence my choice. Never again, ever. Even before I'd set eyes on the iPhone, I knew I wouldn't get one over here because it was O2. And then, I had a mad moment.

The happiest I've ever been was when I had a sim only from T-mobile with W & W and then bought whatever phone I wanted. it seems expensive at the time, but it's the best solution in the long run. Excellent service from t-mob, and no fuss when I want to change my device.

Oh well, live and learn. Hopefully something will come of the register article. I'm not holding my breath.

[thegr8one23]

Check out 3 instead. I swapped from 02 and never looked back

£20 a month for

600 Texts
75 any network minutes
1 gig a month on HSDPA speeds!!!

Meh, Im glad Im still with o2 tbh
£20 -
600 mins,
1500 txts,
unlimited web bolton
and they gave me the orbit 2 free

[fantasist]

Hi, guys.

I called o2 CS last night and the guy from technical support called me back today and confirmed my hsdpa speed was increased to maximum. I tested straight after work, now it's at 957kbit/s.

I just wanna share my exp with all of you and it may work for you too. :)

the procedures were as following:

I called the online customer service (08706003009) using my mobile as I bought orbit 2 online. And I chose option 4 which is "less than happy with the service you received". The woman who answered the phone had no idea what HSDPA is and she put me through to the technical staff. I explained the situation that residential hsdpa speeds are restricted and how incompetent they are. The tech guy told me he knew the situation and he checked my hsdpa speed was at the lowest lvl.

Then he told me to hold the line and he would find a way to solve this as he couldn't change it himself and he needed to inform customer service to let them change it. I was then on hold for exactly 30mins. He came back and said sorry that he was still with the CS. I was told CS doesn't know how to change these settings at all and the tech guy had to teach CS step by step.

Then i was put on hold for another 10mins, the tech guy came back and told me the department which can deal with speed increase was closed by 6pm and i was promised he would call me back today to confirm whether i could get speed increase.

This afternoon around 2pm, he called me on my mobile and he said my hsdpa speed was at maximum. he was a very responsible guy and he asked me when i would finish working then he could give me a call then to see my test result. hence he could close the case. I said i would be home late but i could email him my confirmation. Then i got his email.

After that we talked about the general situation like what is happening on this forum. He suggested that we should keep calling them. They would do their best to solve this problem for us. It sounded like it's just o2 made this so complicated.

The guy prefers to keep his email confidential but he said i could recommend him to other residential customers. His name is Naveed from o2 Data Support.

Hope I made it clear with my bad english and hope all residential customers get fair speed.

[marisa4755]

Hi, guys.

I called o2 CS last night and the guy from technical support called me back today and confirmed my hsdpa speed was increased to maximum. I tested straight after work, now it's at 957kbit/s.

I just wanna share my exp with all of you and it may work for you too. :)

the procedures were as following:

I called the online customer service (08706003009) using my mobile as I bought orbit 2 online. And I chose option 4 which is "less than happy with the service you received". The woman who answered the phone had no idea what HSDPA is and she put me through to the technical staff. I explained the situation that residential hsdpa speeds are restricted and how incompetent they are. The tech guy told me he knew the situation and he checked my hsdpa speed was at the lowest lvl.

Then he told me to hold the line and he would find a way to solve this as he couldn't change it himself and he needed to inform customer service to let them change it. I was then on hold for exactly 30mins. He came back and said sorry that he was still with the CS. I was told CS doesn't know how to change these settings at all and the tech guy had to teach CS step by step.

Then i was put on hold for another 10mins, the tech guy came back and told me the department which can deal with speed increase was closed by 6pm and i was promised he would call me back today to confirm whether i could get speed increase.

This afternoon around 2pm, he called me on my mobile and he said my hsdpa speed was at maximum. he was a very responsible guy and he asked me when i would finish working then he could give me a call then to see my test result. hence he could close the case. I said i would be home late but i could email him my confirmation. Then i got his email.

After that we talked about the general situation like what is happening on this forum. He suggested that we should keep calling them. They would do their best to solve this problem for us. It sounded like it's just o2 made this so complicated.

The guy prefers to keep his email confidential but he said i could recommend him to other residential customers. His name is Naveed from o2 Data Support.

Hope I made it clear with my bad english and hope all residential customers get fair speed.


Ok, will give this a go tonight, thanks for the update, I never thought I would need as many as 600 minutes a month - now it will come in handy for phoning O2!

[marisa4755]

The Register story is up:

http://www.theregister.co.uk/2008/04/09/o2_speed_limits/

Apparently all we have to do is ask! Wish I'd thought of that!

[chrisbond]

The Register story is up:

http://www.theregister.co.uk/2008/04/09/o2_speed_limits/

Apparently all we have to do is ask! Wish I'd thought of that!

LOL - nice of them to tell ya which department you ring though - im sure emma's glad its getting some press!

[dysoong]

Ok, will give this a go tonight, thanks for the update, I never thought I would need as many as 600 minutes a month - now it will come in handy for phoning O2!

heh. be careful though, the 0870 numbers don't come off your allowance. You get charged for "08" numbers (inlcuding 0800 freephone numbers). I'd advise just using the freephone "202" from your O2 mobile then selecting the "less than happy with your service" option.
If that fails - there's always the press office route. I've said before - I feel sorry for Emma at the press office because its not her job to deal with us, but if CS won't help, then you've got no other option in my opinon.

[marisa4755]

heh. be careful though, the 0870 numbers don't come off your allowance. You get charged for "08" numbers (inlcuding 0800 freephone numbers). I'd advise just using the freephone "202" from your O2 mobile then selecting the "less than happy with your service" option.
If that fails - there's always the press office route. I've said before - I feel sorry for Emma at the press office because its not her job to deal with us, but if CS won't help, then you've got no other option in my opinon.


Good advice, will give it a go after work. This work thing is very tedious!

[fantasist]

the specific 0870s are free.

here is a list of free o2 numbers

http://www.o2.co.uk/mobilestariffs/tariffs/freenumbers

and it also says "Free of Charge calls will have a zero charge applied and won’t diminish your bundle allowance on Pay Monthly plans"

[marisa4755]

Following on the article describing the segemented supply of HSDPA bandwidth as above, apparently the O2 PR department accidentally diallied a reporter at the Register while still discussing what to say:

http://www.theregister.co.uk/2008/04/09/o2_accidental_call/

Read the article, and the comments, it's just so funny. (and sad!).

This is what the company I pay my £35 a month to thinks of me. Talk about PR disaster!

[ezman]

Sorry but this is a joke!!! Been onto CS 3 times myself - they haven;t been told a thing, techincal support don't know a thing. Has anyone got a number for data support?

[MFC_Till_I_Die]

I've tried the press office twice now, they've said they'll pass my details along to the correct person but so far no one has phoned me back.

Apparently the person dealing with this for the press office is called Ellie Stone.

I've phoned CS on several occasions and they don't even know there's been a press release and won't acknowledge any of this is true or even possible to be fixed.

Numpties the lot of them.

We should threaten a class action suit for misrepresentation, what is the point of advertising HSDPA compatible phones and advertising you have an HSDPA network if users can't use it?! Ridiculous

[MFC_Till_I_Die]

I've just spoken to the lady responsible for the accidental call to Bill Ray, she is mortified to have made such a mistake. She apologised if I was offended and was very clear she wasn't talking about Register readers or O2 customers.

It was intended to be a private conversation, Bill didn't give opportunity for comment, hanging up and just posting the story. Luckily this lady has not lost her job over the incident and how ever much anyone is offended by her comments I'm sure we can all accept that at times we say things in private to colleagues that we would not want publicised.

Hopefully the speed issue will be resolved soon.

[dysoong]

I've just spoken to the lady responsible for the accidental call to Bill Ray, she is mortified to have made such a mistake.

I'm assuming that must have been Emma at the press office? And to think I was going to buy her some flowers for her courteous handling of us "techie nerds".
Well, Emma, you've stuffed it now. ;) No flowers for you m'dear.

EDIT: which is just as well seeing as none of the techie nerds here donated a penny. Shame on you, but how very fortunate at the same time ;)

[ezman]

Hopefully the speed issue will be resolved soon.

Is that for you or for everyone???

[MFC_Till_I_Die]

Is that for you or for everyone???

I think they are going to resolve it for everyone but if it's important to you, you should call the press office and ask them to resolve it for you.

[MFC_Till_I_Die]

I'm assuming that must have been Emma at the press office? And to think I was going to buy her some flowers for her courteous handling of us "techie nerds".
Well, Emma, you've stuffed it now. ;) No flowers for you m'dear.

EDIT: which is just as well seeing as none of the techie nerds here donated a penny. Shame on you, but how very fortunate at the same time ;)

Not sure if it was Emma, I didn't catch her name at the start of the conversation.

[fantasist]

Got an email from o2 CS a few days ago after my HSDPA speed was increased by data support.




Hello XX,

Thank you for emailing us about using HSDPA.

This service hasn't been fully launched with O2 yet. This is why you aren't able to use it.

However, we are full launched HSDPA on 18 April 2008.

If you should have any further questions, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind Regards

Emma
Ecare Team Glasgow
O2 Customer Service


Is this the same Emma your all talking about?

[MFC_Till_I_Die]

I don't think it's the same person, one is customer services and the other is PR.

[dysoong]

Got an email from o2 CS a few days ago after my HSDPA speed was increased by data support.
...
However, we are full launched HSDPA on 18 April 2008.


I just had an email from another PR person at O2:
Hello. I hope you don’t mind me contacting you directly.

Emma’s on holiday this week, so I can’t check, but I think you were the first person to bring to our attention the issue with data speeds, for which we are grateful.

We would like to post something directly on the forum – with the owners’ permission of course - and I just thought it would be good to contact you first as you brought it to our attention in the first place, and get an idea of if that would be welcomed.

let me know what you think.

many thanks and kind regards

Sarah


I assumed that you lot won't mind and told her to go ahead.

I'm interested to see if they mention this 18th april HSDPA launch date that has suddenly appeared and try to apply it retrospectively to their "HSDPA for super fast browsing" adverts.

We can only wait and see I suppose.
So - if you're still reading Sarah - go ahead and post.

[MFC_Till_I_Die]

Interesting...

[dysoong]

Just a little update:

This week, we have sorted the problem that you so kindly alerted us to, and are looking for a way to explain ourselves. I have been in touch with the administrator of the xda developers forum, and she said I could start a thread or contribute to yours as long as we identified ourselves as O2, (I have registered as ‘O2 UK’, which seems to fit the bill, don’t you think?), and she would like to see the first statement before we post it, which I am happy to do.

I think it would be great if you would announce it – thank you. I am just trying to get hold of the senior technical person to actually do the session, so I am not sure yet when it will be. Certainly this week, but it’s looking less like today now, on account of it already being ten past four now.

hope this means they've got a proper policy and upgrade procedure in place.
grrr. I hate waiting. ;)

[MFC_Till_I_Die]

Where's that quote from? An Email?

[dysoong]

Where's that quote from? An Email?

Yes - another email from the same person.

[O2UK]

Hello. O2 press office here. Thanks for the opportunity to say something. As you know, we've been looking after customers on a case by case basis, but I'm pleased to tell you that this data speeds issue is all sorted now. Can I explain?

The vast majority of our 3G customers are able to access the internet on their mobile device at speeds of up to 384 KBps or typically up to 1.3 MBps if they have an HSDPA-enabled device. The O2 network is fully HSDPA-enabled and we will be further increasing the maximum speeds available on HSDPA throughout the year, up to 7.2 MBps.

Because of a provisioning error which came to our attention last week- thanks to this forum - a small proportion of our 3G customers have not been getting these higher speeds.

We apologise to those customers who were affected. The issue is simple to fix and we will be doing so this week. If you still have problems after that, all customer services representatives are now fully briefed on what to do if you call O2 in the normal way.

We would like to answer any questions you have on this matter. O2 UK's Head of Technology Engineering has offered to field your questions tomorrow. If you would like to post questions and comments tonight and tomorrow morning I will gather them all together, get him to answer them and then post the answers tomorrow afternoon. Does that work for you?

many thanks
O2 press office

[mrvanx]

Hello. O2 press office here. Thanks for the opportunity to say something. As you know, we've been looking after customers on a case by case basis, but I'm pleased to tell you that this data speeds issue is all sorted now. Can I explain?

The vast majority of our 3G customers are able to access the internet on their mobile device at speeds of up to 384 KBps or typically up to 1.3 MBps if they have an HSDPA-enabled device. The O2 network is fully HSDPA-enabled and we will be further increasing the maximum speeds available on HSDPA throughout the year, up to 7.2 MBps.

Because of a provisioning error which came to our attention last week- thanks to this forum - a small proportion of our 3G customers have not been getting these higher speeds.

We apologise to those customers who were affected. The issue is simple to fix and we will be doing so this week. If you still have problems after that, all customer services representatives are now fully briefed on what to do if you call O2 in the normal way.

We would like to answer any questions you have on this matter. O2 UK's Head of Technology Engineering has offered to field your questions tomorrow. If you would like to post questions and comments tonight and tomorrow morning I will gather them all together, get him to answer them and then post the answers tomorrow afternoon. Does that work for you?

many thanks
O2 press office

This is a credible post, the admin is aware of it and gave it the OK.

[marisa4755]

Well, something has certainly happened as before tonight the fastest I have had is 130 ish kbs and now it's 693kbit/sec! Thank goodness, it was getting embarassing, especially at work with other people downloading the same attachment 10 time quicker than I could! Let's hope this keeps up.

[MFC_Till_I_Die]

Result, I today saw speeds of around 800k/sec. :)

[dysoong]

The vast majority of our 3G customers are able to access the internet on their mobile device at speeds of up to 384 KBps or typically up to 1.3 MBps if they have an HSDPA-enabled device.
- By "vast majority", do you mean only business/corporate customers, or including residential customers? If you really mean ALL, then why have we been told that residential SIMs are shipped and dispatched to customers with the lower level of 3G and HSDPA? This information came from project/customer support liason level O2 staff. Also - why was Bill Ray from The Register told otherwise in his article about 3G speeds? http://www.theregister.co.uk/2008/04/09/o2_speed_limits/
Moreover - I have never encountered a residential customer outside this forum that has managed to get full speed 3g or HSDPA, so please be careful when you reply and please be perfectly honest with us. As you can probably tell by now, we have a knack for sniffing out half-truths and removing the wool that's been pulled over our eyes.

-By "are able", do you mean were always able to, or are NOW able to?

The O2 network is fully HSDPA-enabled and we will be further increasing the maximum speeds available on HSDPA throughout the year, up to 7.2 MBps.
- Will we have to phone up O2 customer support to unlock each increment in speed over the year or will we automatically be upgraded?

Because of a provisioning error which came to our attention last week- thanks to this forum - a small proportion of our 3G customers have not been getting these higher speeds.
- We have been informing you of this for more than 1 week - just look back at the early pages of this thread. Also have a look at people with similar problems over at MoDaCo and other forums.
- What do you mean by "provisioning error"? As far as we were aware from previous O2 correspondance, the problem was that O2 had simply not, until now, decided who should recieve full speed 3G and HSDPA other than business customers. Could you please clarify?

We apologise to those customers who were affected.
If you say that it was, in fact, just a problem for a small number of customers, rather than a nation-wide speed restriction on all (or almost all) residential customers, then a refund or treat or some other gift would be more appreciated on top of the apology. After all, if we were not getting the service we paid for that the "vast majority" of all other customers were supposedly already getting, then we should at least be due some compensation.

[hinz]

As a residential customer I am still only receiving speeds upto 130kbps. (on HSDPA)

Hope this issue is fixed soon

[Pete.]

I'd be happy to forget about the speed reduction and pt it down to something like 'reduced capacity whilst facilitating the roll-out of new technology' so long as the higher speeds are actually made available to everyone. My web-browsing has always been abysmally slow even in central London.

[Pete.]

Are there any particular settings that need to be in place to extract the extra speed on O2? All I have is a tick-box in HSDPA in connections. I have NEVER had the H or 3G emblem, only-ever G or E.

[dysoong]

Are there any particular settings that need to be in place to extract the extra speed on O2? All I have is a tick-box in HSDPA in connections. I have NEVER had the H or 3G emblem, only-ever G or E.

Sounds like you've never been in an HSDPA or even 3G coverage area. The H or 3G symbol automatically appears if you are. Go here: http://www.webmap.o2.co.uk/ and type in your postcode. It should show you the coverage for your area.

From O2's message here, they claim that only a small number of customers don't get full speed HSDPA. However, all residential customers on this forum have had to phone up the press office and ask Emma to get the higher level tech support people to lift the 128kbps restriction on their residential SIM cards. You will probably need to do the same if you haven't already done so.

You can try going through nomal customer services - you'd at least be able to test out whether O2's last statement (that they have now informed CS on how to upgrade speed-limited customers) is true.

[robbatty]

We would like to answer any questions you have on this matter. O2 UK's Head of Technology Engineering has offered to field your questions tomorrow. If you would like to post questions and comments tonight and tomorrow morning I will gather them all together, get him to answer them and then post the answers tomorrow afternoon. Does that work for you?

many thanks
O2 press office

What about Pay & Go with the data bolt on? I get HSDPA connection, but still at around 100 kbps. :(

[reyjabs]

What about Pay & Go with the data bolt on? I get HSDPA connection, but still at around 100 kbps. :(

Yeah! Same here but could be a lot worse coz am only getting less than 100 kbps.:mad:

[ptpeetee]

I get the H symbol all the time. Just done three speed tests, and only got between 112 and 118kbit/sec on O2
I'm in central London, using an Orbit2 with Bepe's 0.67 ROM.

[O2UK]

1.By "vast majority", do you mean only business/corporate customers, or including residential customers?

2 By "are able", do you mean were always able to, or are NOW able to?

3 Will we have to phone up O2 customer support to unlock each increment in speed over the year or will we automatically be upgraded?

4. We have been informing you of this for more than 1 week - just look back at the early pages of this thread. Also have a look at people with similar problems over at MoDaCo and other forums.

5. What do you mean by "provisioning error"? As far as we were aware from previous O2 correspondance, the problem was that O2 had simply not, until now, decided who should recieve full speed 3G and HSDPA other than business customers. Could you please clarify?

6. If you say that it was, in fact, just a problem for a small number of customers, rather than a nation-wide speed restriction on all (or almost all) residential customers, then a refund or treat or some other gift would be more appreciated on top of the apology. After all, if we were not getting the service we paid for that the "vast majority" of all other customers were supposedly already getting, then we should at least be due some compensation.


1. yes, including residential customers. project/customer support liaison level O2 staff had and gave you incorrect information. Bill Ray from The Register was told otherwise by mistake. We mean ‘the vast majority’ except for those who will be able to access HSDPA later this week.

2. The vast majority were always able to.

3. you will be automatically upgraded in conjunction with the data tariffs

4. When you first alerted the press office to this about a month ago it appeared to be a handful of isolated cases. We only became aware of a wider provisioning error last week. Either way, we are grateful you brought it to our attention and that you have given us the opportunity to correct it.

5. Enabling data for customers requires a number of changes and transitions. Unfortunately an error was made in the provisioning speeds for a minority of our customers. This was not intentional and we are rectifying it now.

6. No operator guarantees maximum speeds. There are always technical factors that can affect the actual speeds customers are achieving, including the number of customers using 3G in the same area etc. As I said, it was not intentional and we are rectifying it now.

[O2UK]

Are there any particular settings that need to be in place to extract the extra speed on O2? All I have is a tick-box in HSDPA in connections. I have NEVER had the H or 3G emblem, only-ever G or E.

We are putting all customers on the higher speeds now, so that should resolve this issue. It’s probably also worth checking for any restrictions on the device. O2 has good, competitive HSDPA 3G coverage throughout London.

[O2UK]

As a residential customer I am still only receiving speeds upto 130kbps. (on HSDPA)

Hope this issue is fixed soon

Again, we are putting all customers on the higher speeds now, so that should resolve this issue. It’s probably also worth checking for any restrictions on the device.

[O2UK]

What about Pay & Go with the data bolt on? I get HSDPA connection, but still at around 100 kbps. :(

Need to look into this. Can you message us directly so we can get some more details? many thanks.

And many thanks to everyone for giving us the opportunity to post on here.

[dysoong]

6. No operator guarantees maximum speeds. There are always technical factors that can affect the actual speeds customers are achieving, including the number of customers using 3G in the same area etc. As I said, it was not intentional and we are rectifying it now.

OK, despite the fact that no residential customer I have ever heard of has attained speeds of more than 130kbps without having the speed restriction unlocked, and despite the fact that the same incorrect information appears to have been told to multiple people on multiple different occasions, we'll have to assume that O2 customer service and technical staff simply did not have any idea what they were talking about and just made up answers when we queried why we had to unlock a speed restriction. It seems it would be easier to say, "I'm sorry, but I don't know why you, specifically, have a speed restriction but i've unlocked it now"... rather than have multiple O2 technical staff independently making up the story that residential SIM cards are automatically speed restricted.
This makes no sense, but I suppose we'll have to take your answers to the first 5 questions as fact.

However, you mention in your answer to question 6 that technical factors such as number of customers connecting can affect 3G speeds, but that is NOT what happened here. Our residential SIM cards were restriced to 128kbps on BOTH 3G and HSDPA. This has absolutely nothing to do with network congestion - I assume you're not suggesting that there was no 3G/HSDPA speed limit of 128kbps?
If we were not getting the service we have been paying for, then we should be entitled to some sort of compensation. Would you buy a Ferarri or Porche, or any car for that matter, if it was deliberately limited to 10 mph? No - you wouldn't pay for it, and if you had not been informed of the speed restiction and actually bought the vehicle, you'd be entitled to a refund under the Goods and Services Act 1982, which states that the service must fit the description given and be fit for purpose.
Your mention of "HSDPA for super-fast browsing" on the Orbit2 page of the O2 website suggests that HSDPA is faster than the other methods of browsing - but if you're speed limted to 128kbps on both 3G and HSDPA, then it cannot be described as faster than other browsing methods. i.e. does not fit the description.
Will you at least concede this point?

[MFC_Till_I_Die]

Well said Dysoong.

[hinz]

Again, we are putting all customers on the higher speeds now, so that should resolve this issue. It’s probably also worth checking for any restrictions on the device.

I know there's no restrictions on the device because it's an Orbit 2, on unchanged network settings and default ROM.

I very much hope all customers are upgraded to the service we are paying for soon. Your news sounds promising...

[Pete.]

We are putting all customers on the higher speeds now, so that should resolve this issue. It’s probably also worth checking for any restrictions on the device. O2 has good, competitive HSDPA 3G coverage throughout London.

I got through to a very helpful guy at O2 today who checked with tech support. I was at work right next to London Bridge and they said I should have access to nearly 40 Cell sites but I explained I'd never had anything but G or E on my phone (Orbit 2). I have HSDPA ticked on my device. I also have a setting in Comm Manager called Data Connection, but it is greyed-out, no setting chosen nor selectable.
They suggested that my SIM might be too old (it's 2-3 yrs old), and are sending me out a replacement to try. This should arrive nicely in time for the 18th when you say HSDPA should be fully available. If that is all my problem is, I shall be well-satisfied.

Thanks to everyone for their advice/comments.

[scarymonkey]

I phoned tech support earlier today (about 7pm) after an email last week just got a try a different phone and sim response. The agent wasn't sure but a couple of minutes check and a clarification from me (in reality I probably explained it badly initially) he filled in a form to send off to the network engineers. I've just rebooted the phone and checked the speed again. I'm getting true 3G speeds so should get the faster HSDPA speeds when I get an Orbit2 next month.

One other thing though. Tech support tell you to check the coverage maps to see if you are in a good area. I did but since the maps round here haven't been updated since February, and 3G has only been available since mid March. Funnily the future map doesn't show a plan to upgrade to 3G either, but I am not complaining.

In all well done O2 customer support today but a shame the email support last week was found wanting.

[ezman]

Still capped, is this a roll out scenario where users are being sorted out in batches rather than all-at-once?

[markda2000]

I asked on saturday for my connection speed to be upgraded.
Still waiting today, but the word is it will be by the end of the week.

[mrchrispy]

New customer so SIM and orbit 2 arrived yesterday.

Connectivity showing at Mobile Web (HSDPA) but dlsreport/mspeed is consistantly giving me 120-140kbit/sec, I'll give it till tomorrow before giving CS a ring. Location is Sale/Manchester so I'd expect it to be higher

[kutonglupa]

Still capped, is this a roll out scenario where users are being sorted out in batches rather than all-at-once?

Nope! It's "First to complain, first to get sorted" scenario. That's why, you need to file an official complain.:D

[MFC_Till_I_Die]

O2 really need to sort this out for everyone. Come on O2, sort it out!

[ezman]

thing is, i did complain on friday, they said they knew nothing about it and refused to take it any further. today i got a message from the person i spoke to on friday - she said she'd seen a briefing on the intranet about the issue....

she says that 'they've' created a new 'form' that has to be filled in to remove the cap and she's filled in one of these forms...i phoned back tonight and spoke to CS who said they'd never heard of the issue being sorted for everyone, just people who they filled in the form for :confused:

[dysoong]

phoned back tonight and spoke to CS who said they'd never heard of the issue being sorted for everyone, just people who they filled in the form for :confused:

I smell a rat. Anyone else think we've been told some porkies?
Either that or O2 CS haven't been briefed properly - again... but no surprises there, eh?

The subterfuge and lies in the past haven't helped, so I don't know what to believe... :(
I'd like to think they're actually really sorting it for everyone... they claimed that only a small number of customers were incorrectly speed restricted in the first place and that the restriction was now lifted for them, but we're still seeing folk on this forum with the same problem...

[marisa4755]

Having spent over 45 minutes on the phone to CS last week, when I got cut off twice, and not having the problem resolved, I am very reluctant to throw more good time away on this. Can the O2 representative who kindly comes on here every now and again not give us a link to the correct form wherever that is, and we wait a couple of days and see the problem fixed?

That would be less of a waste of time for all concerned, surely?

If of course there is such a form, etc etc. I was told so many different things by so many different people at O2 that my head is still spinning. Please sort this out.

[MFC_Till_I_Die]

Come on O2, you can do better than this!

[ezman]

I have PMd the O2 guy with a recording of the message I got today...for what it's worth...

[badaas]

i've never had a 'H' on my device, in my local town, or in Coventry or in Birmingham!!!

w00t?!!

[bboori]

I have watching this thread for a weeks.
I was tryed to send a email.
answered from O2 cs but same answer like other member.

18/04/2008 is D-day. so I will wait and give a chance to O2

see u tommorow


*sorry my bad eng.
----------------------------------------------------
O2 Orbrit2
O2 UK User.
I want to sell my orbit1. pm me.

[mrchrispy]

I got bored waiting for something to happen and decided to call CS. The girl really didn’t know what I was talking about until I pointed her in the direction of the support note telling them about the form to fill in, once she had a quick read she happily sorted it out. Nice lass, very helpful once she know what I was going on about.

I reckon it’s worth a call to CS, better safe that stuck at 140kbit/sec

[dysoong]

I missed this the other day:
http://www.theregister.co.uk/2008/04/15/o2_denies_caps/

[mrchrispy]

another lady on CS just told me it'd take upto 36 hours for the change to come into effect one 'the form' had been filled in. probably worst case but i should see something sometime tomorrow.

[Pete.]

Follow-up on my problem:

I received my new SIM today, activated it and put it in the phone and I now have the H symbol displayed. I guess that clears that up.

Worth noting for anyone who is a long-term O2 customer like me and upgrades their phone every year keeping the same SIM. You might need a new SIM to get 3G or HSDPA connectivity.

Only thing left to do now is find a SIM reader to extract my numbers off the old SIM as I forgot to copy them to my phone before putting the new SIM in. I'm not sure I want to risk putting the old SIM back in for fear of it being totally disabled :(

[LargePig]

I have also been told 36 hours. Dslreports appears to be down anyway so I can't test it.

[mrchrispy]

noticed Dslreports was down, it did cross my mind that o2 may have blocked it scupper us lot :D However it was also dead from my T-mobile phone so I took of the foil hat!! :rolleyes:

[ezman]

36 hours? 72 hours later and still capped :(

[mrchrispy]

woohoo, on the 2 occasions I've got a responce from dslreports I've had 758 and 951....v.happy :)

[ezman]

yeah i did that...then i noticed it had switched to wi-fi :mad::o

[dysoong]

woohoo, on the 2 occasions I've got a responce from dslreports I've had 758 and 951....v.happy :)

Good news!
I really do hope that its sorted for everyone now, although I still have my doubts about the number of people affected and whether or not you still have to ask for the speed restriction to be lifted...

[dpadmore]

I have been following this thread with interest since I have noticed that I have never once seen a data connection with O2 above ~120kb since getting my phone in February, regardless of 3G or HSDPA. As today is the fabled 18th I have just done a speed test and found that surprise surprise it is still showing 115Kb so they haven't removed the cap from my account. I did send a letter to their complaints review dept last week enclosing a copy of the first Register story but they haven't bothered to reply as yet. I will leave it until Monday and yet again try the soul destroying route of phoning customer services, no doubt for them once more to deny the problem...

Dave

[MFC_Till_I_Die]

FFS O2 will you just fix this for everyone please? You can't even use the excuse that HSDPA is still testing any more.

[Aleemz]

noticed Dslreports was down, it did cross my mind that o2 may have blocked it scupper us lot :D However it was also dead from my T-mobile phone so I took of the foil hat!! :rolleyes:

I thought the same too :D

A quick google search found another speed tester and I was getting 800 kbps to 900kbps at Manchester Airport today.

[hinz]

Have been upgraded automatically overnight, speed test reports 907kbps.

I think O2 have just about kept their promise to sort it out by the 18th

[bboori]

..''''''''''''''''''''''''''''''

[bboori]

I can download 798kb now.:)
O2 made it!
may be every member good speed now.

----------------------------
O2 Orbit2 UK
HTC original rom

[ezman]

I can download 798kb now.:)
O2 made it!
may be every member good speed now.

----------------------------
O2 Orbit2 UK
HTC original rom

wahey, me too, full speed ahead now :D cheers o2

[dpadmore]

Credit where credit is due, they have finally removed my cap so it look like from the posts above they have done it across the board.

Now maybe O2 might like to think about a geture for those that have been short changed for the last 3-6 months...

Dave

[robbatty]

Pay & Go still seems to be limited. :(

[hinz]

Have been upgraded automatically overnight, speed test reports 907kbps.

I think O2 have just about kept their promise to sort it out by the 18th

Even better now 1128kbps, awesome

[marisa4755]

Well, something certainly happened overnight on the 18th, now I am averaging over 800kbps! Brilliant, this is what I was hoping for when I changed up from the Touch. Thank you O2 for sorting this out in the end.

[weders]

My reply from customer services is below after leading them to this thread. I'm on PAYG and pay for the £7.50 add-on.

Thank you for emailing us about O2s data connection speeds.

I understand that you are concerned that you are not getting the best data connection speeds available.

I'm very sorry, at the moment there is nothing available that would make a difference to the speed you can access your WAP services. The limitations are due to the access currently available via an O2 Pay & Go SIM card. At the moment our Pay Monthly customers are trialling HSDPA. I can't advise when this service may be available to our Pay & Go customers however. Unfortunately the ability to receive a signal doesn't mean that you have access to the service.

I'm unable to remark on other users' comments posted in a forum.

[.ForumUser]

Damn.... I'm not in a HSDPA area... 3G/E only. Mind you, I get a "H" when I'm at UNI so will try it tomorrow.

[fantasist]

Can we watch youtube using o2's network? I couldn't get it working. It always says "failed to connect"

[ezman]

yeah i always get that too, a lot of the time on wifi too...weird...

[bboori]

Can we watch youtube using o2's network? I couldn't get it working. It always says "failed to connect"

No... it was woking but now not woking anymore... :cool:

[snalbansed]

I've been waiting for my speeds to be 'automatically' upgraded. No such luck - still 110kb/s in central London with 'H' and a good signal on an O2 Stellar (TyTn II).

Am I the only pay-monthly customer in this situation? Or are others still facing having to speak to CS to get this sorted?

Ed

[GrahamWager]

Mine's gone up to around the 832k mark automagically :) bit of an improvement at least!

[bob2k4]

Mines still on 120. Hope it will change soon.

[dstart]

I signed up to o2's Online 30 Simplicity plan last week..

Ran some speed tests on my i600 WM6 phone with standard MSIE browser and I'm getting 1131kbit/sec on average.. Blimping between 3G symbol and a H symbol in my room. I'm in an area where I'm borderline HSDPA speeds.

[redredwine]

still on the limited rate here. anyone noticed an increase without highlighting their problems with O2- i've had one fruitless conversation with O2 cs that i hope to not repeat!!

[kutonglupa]

UP!,,,,,,,,,,,,,,,,,,,,,,,

[loomx]

I now get hsdpa everywhere, before i only got gprs usually, and youtube now works 100%, never worked before.

[redredwine]

Am I the only pay-monthly customer in this situation? Or are others still facing having to speak to CS to get this sorted?

Ed

Nope i'm pay monthly with bolton and still stuck with crappy speeds. Anyone else? Are you still limited snalbansed?

[snalbansed]

Yes, unfortunately. I haven't got around to clearing an hour in my diary and composing myself for a tortuous discussion with the customer service experts...

What are the key words to use?

[Aleemz]

Middlesbrough town centre looks like it's just been upgraded to HSDPA - showing over 800kbps.

[itolson]

I am on contract with the free bolt on and do not get any better then 16k speeds on hsdpa....

are you guys on business contracts....

[jimbouk]

Middlesbrough town centre looks like it's just been upgraded to HSDPA - showing over 800kbps.

I'm in Boro too it seamed to change over at 8.30 this morning.

How can you tell your getting the full 800k rate. I'm on a business contract so should get it but i know thats no guarantee.

[jimbouk]

Just done a test with dslreports.com.

I'm getting 76 kbit/sec im assuming kbit/sec is the same as kbps.

Time for a call to O2.

[DMAND]

Is it me is or is O2's HSPDA coverage alot more patchier recently, before I used to get a "H" almost al the way along my tram journay (Walsall to Birmingham) but now I get the whole range G, E, 3G, and H and now at the front of my house 3G back H :confused:

[Aleemz]

Just done a test with dslreports.com.

I'm getting 76 kbit/sec im assuming kbit/sec is the same as kbps.

Time for a call to O2.

I use dslreports too.

Got home from work and noticed I'm getting H at home now too :)

@ DMAND, I haven't noticed any negative signal issues.

[Aleemz]

I am on contract with the free bolt on and do not get any better then 16k speeds on hsdpa....

are you guys on business contracts....

Read post number 52 on this thread, and from there-on you'll see how some of us with consumer contracts got the speed restriction lifted from our sim cards.

[itolson]

Read post number 52 on this thread, and from there-on you'll see how some of us with consumer contracts got the speed restriction lifted from our sim cards.

thanks for the info....

I have contacted CS several times since february as i have been in a H Signal Area since i got my orbit 2.

they keep insisting my account has no cap but i only get 112kbps.

I then got the its because of the amount of traffic, but at 7am i doubt that, i have emailed cs tonight again and will phone them again tommorow.

is it worth contacting the press office or has this door been slammed shut now.

thanks in advance.

[phsnake]

no HSDPA in glasgow still. :-( Biggest techie city in scotland. Shame on You O2. In bloody edingborough it is. Shame on o2 double times.

[nickbro]

Now get HSDPA in center of plymouth, and mostly into the university too. Only Edge where I am tho. Haven't run a speed test yet, but I'm pretty sure I'm still capped

[Aleemz]

thanks for the info....

I have contacted CS several times since february as i have been in a H Signal Area since i got my orbit 2.

they keep insisting my account has no cap but i only get 112kbps.

I then got the its because of the amount of traffic, but at 7am i doubt that, i have emailed cs tonight again and will phone them again tommorow.

is it worth contacting the press office or has this door been slammed shut now.

thanks in advance.

I'd still try the press office, but form the posts on this thread it would appear they are reluctant to deal with us.

[dysoong]

I'd still try the press office, but form the posts on this thread it would appear they are reluctant to deal with us.

Yes they are reluctant. I had a bit of a personal email communication going on with one particular person at the press office, but they stopped answering my emails when I started asking difficult questions and posting difficult responses to their statement here.
I think we hurt their feelings when we questioned the accuracy of their statement... poor things. ;)

I'd still say go ahead and annoy them if you're still not getting full speed HSDPA. They obviously told bare-faced lies when they made up their nonsensical story about "provisioning errors".

Sod the CS team if they're not being helfpful. Go shout at someone in the press office instead.
:)

[Chalky]

After a an email exchange with O2 Customer Technical Support UK, I got a reply back from Paul L from O2 who explained that O2 PAYG 3G HSDPA users will ONLY get a maximium of 128k on 3G HSDPA speed.

Quote "Our Pay and Go customers will only get the standard lower 3G speed, which is around the 128k mark.

Only contract customers on O2 will get the full HSDPA and 3G speeds.

If your are after True HSDPA on a PAYG network it looks like T-Mobile is currently your only choice!

[chris10230]

I know this is something that is usually overlooked but you do have a 3g sim card as i had been with o2 a while and never got given a 3g sim and had to ask them to give me one so that i was able to access the 3g/hspda network

Hope that helps

[philm99]

To the guy who mentioned Glasgow;

I've been working at the Airport for the past few weeks (up here for 7 weeks), and have been getting HSDPA no problem on my Orbit two, full signal, bandwidth tests show ~1.5mb/sec. :D