on 24-11-2011 09:47
Other O2 SIMs are working fine in either phone.
This has now been ongoing for 48 hours and no sign of resolution, I have engaged O2 Chat to be told that it's a network problem and the engineers are working on it.
The O2 Status page has not been updated throughout to indicate that there is even a problem, but via O2 Chat I have been told that I'm not the only one.
Is there a network problem ?
Can I expect the O2 Status webpage to be updated to indicate that there is a problem ?
When can I expect resolution it's already been 48 hours with no service.
on 24-11-2011 11:19
If you call customer services they'll email your number to the person in charge of dealing with the problem to make sure it's looked at.
on 24-11-2011 18:37
on 24-11-2011 18:51 - last edited on 16-06-2012 16:36 by Admin
mine has been the same for 3 days now...i ring up everynight to report this but get no answers..i am now using a pay as you go sim...how long will this go on and how long do i have to wait untill i can cancel my contract legally.as far as i can see o2 are not providing me with a mobile network that im contracturally bound and paying for
Well, I've posted your answer, it's a system issue, no specific timescale for a fix but it'll be resolved ASAP.
In the meantime, if you call customer services they'll send an email to add your number to the list of customers who have called in about the issue and so far most are getting service back within aprox. 4 hours.
Baring in mind that customer services will quite happily credit you back for your down time and possibly even offer a gesture of goodwill, if you're that desperate to try and cancel your contract over this issue then Link: CLICK HERE so you'll know where to send whatever letter/email you bash out.
on 24-11-2011 19:48
I have called several times and been told that there is no timescale for resolving this problem.
I have contacted Consumer Direct who have advised that under the 'Supply of Goods and Services Act 1982', O2 are breaching the contract by not giving a timescale. They have advised that I contact O2 and agree a reasonable timescale, if the problem is not resolved by this time then I would have grounds to get out of the contract as O2 are not providing the service under the contract.
on 24-11-2011 20:36
on 25-11-2011 09:50
The thing that irritated me is the advice given online via chat was just "we know about the problem and our engineers are working on it", at no point did they ever suggest contacting Customer Services to get my number onto an email.