Mast(s) Down

[Harryzac]

Hello,

Before I make this post, I just want to say that I have looked at this thread:

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Self-help-guide-Is-the-network-down-for-me-or-ev...

and I have also used the O2 Service Status checker. I have also run a search on these forums for anyone else who have had these issues.

I moderate a large forum myself so I know that it can be frustrating when people keep posting the same issues and it gets really repetitive so I hope I'm not being a nuisance .

I have moved into a flat in the past few weeks, and since I first started to move into the flat, I have never been able to get any coverage, whether it be mobile internet, calls, texts: anything. I looked at the service status page for my postcode and got the message: 

"[Amber Signal Icon] Sorry a phone mast in this area isn't working

This means your service might come and go until we fix it.

Updated 23:00 (refreshed hourly). Recent faults might not show yet."

I also downloaded the coverage app and noticed that there are quite a few masts that don't have an amber signal icon, but a red one too. I thought "OK, so O2 probably know about this and are fixing it". About 3-4 weeks later, the issues were still not fixed and I wasn't receiving any coverage. Again, I checked and the same situation was happening on the service status page. Still amber for my postcode and a few reds around it. Therefore, I used the coverage app on my mobile to report an issue for my postcode. 

To this day, over a month later, I am in the same situation. Could not a single one of these masts be fixed? I know that I can use TuGo, but I have to wait until the 19th to get connected to any WiFi so I'm pretty isolated here. If I get any important texts or calls in my flat, what am I to do? I can't sit in Starbucks all day!

I haven't included my postcode here for security reasons: not sure if anyone would need a postcode to investigate.

Thanks in advance for your help - I hope I don't annoy anyone too much!

[Anonymous]

Either they are winging it or have some info in their systems we are not aware of.

@Anonymous - @Toby can customer services or live chat see mast repair times ?

[MI5]

It's something new if they can and would also rely on it being updated by the network team.....

[Bambino]

If Customer Services or Live Chat started giving specific dates that a mast would be repaired, that would create a situation where customers would start demanding compensation if the date wasn't met. That isn't going to happen. The OP was given misleading information by Live Chat which was corrected when they spoke to CS on 202. Nothing new there.

[Toby]

Hi guys,

If you want to know about mast updates or repairs, the O2 status checker is the way to keep up to date officially. I'll feed this instance back to the chat team so that they are made aware.

Thanks

[Anonymous]

Thank you for clarifying the only way to check about mast updates Toby.

[jonsie]

So we were correct in our assumption that they make it up as they go along....

[MI5]

Hmmmm, as suspected

[Harryzac]

As it seems like you were all expecting, it's 17:36 on the 8th September and it hasn't been fixed yet. Will keep you all updated! 

Thanks for the clarification btw!

[Anonymous]

Not the update we wanted to see. 😞

[jonsie]

It seems to be just a waiting game rather than knowing a specific time scale. Sorry:smileysad: