topic Re: Network Problem in Pay Monthly

Network Problem

amici-pat — Mon, 26 Jun 2017 17:35:02 GMT

Ok almost no service at my home address for over 2 weeks. I have 2 mobiles on o2 and 1 on Tesco. Tesco tell me nothing wrong with mobile must be O2 whom they also use. No help online, so went into shop today.

All 3 of my 'phones are less than 1 year old, yet none work from my home address, they try to connect but cannot stay connected for more than a few seconds.

Visited O2 store today and this is what I have been told:

We are aware that there is a 'rogue' mast in your area and it is trying to connect you to 4G, and because 4G is not available in our area the connection is being 'dropped'.

Solution, my 2 Samsung Edge 'phones have been set up by them at the store to only work on 2G. They can do nothing to help on my i phone 6.

They cannot say if or when this problem will be corrected as they are unable to detect where the rogue mast is!!!!

At least it is kind of working, but certainly not up to the standard my Contract promises. i phone still not working and no offer of a fix.

Can this really be happening and if so, what, if anything can I do? It really is not acceptable.

Re: Network Problem

Cleoriff — Mon, 26 Jun 2017 17:40:42 GMT

@amici-patYou could complain and hopefully get some sort of goodwill payment...

http://www.o2.co.uk/how-to-complain

Edited to ask if Tu may be an option for you short term http://www.o2.co.uk/apps/tu-go

Re: Network Problem

adamtemp64 — Mon, 26 Jun 2017 17:51:50 GMT

The iphone can be set to ignore 4g settings> mobile data> mobile data options> enable 4g off

But if a rogue (illegal) mast ofcom will have to resolve it .

What is shown here http://Status.o2.co.uk for your exact postcode

Edit

I would suggest a booster rather than a mast https://www.ofcom.org.uk/phones-telecoms-and-internet/coverage/mobile-repeaters causing the local issue

Re: Network Problem

MI5 — Mon, 26 Jun 2017 18:02:33 GMT

Your iPhone can also utilise WiFi calling when at home http://www.o2.co.uk/connectivity/wifi-and-4g-calling

Re: Network Problem

adamtemp64 — Mon, 26 Jun 2017 18:11:50 GMT

@MI5 Is the iPhone 6 now included

Re: Network Problem

amici-pat — Mon, 26 Jun 2017 18:13:22 GMT

OK, after several minutes trying to tell me nothing had changed, on chat, I finally get this:

There's no changes in your contract, phone settings or on your account. The 4G and 3G connectivity of your area for voice calls has been stopped. We don't have any update why this has happened.

So, no notification of this change, no information to change my settings, denial when first bringing up the subject, what is going on.

I am not techie (over 70 and female) but surely they cannot just do this? Should I get compensation, or indeed be able to cancel my contract.

I do not know what 2g 3g or indeed 4g is all about other than being told at the time of contract that I could not as yet get 4g in my area, but 3g is great.

They are now telling me during the chat that I only needed 3g for mobile data and not calls.

My problem is that I had no service for over 2 weeks, and I now feel I am being lied too and mis-led.

Perhaps someone with more knowledge can help me to understand this mess.

Is there a way to change to 2 g on i phone 6 - the O2 Guru in the shop said he could not change this as apple will not allow this.

I also have a mobile on Tesco Contract which I have already spoken to in store, and they certainly know nothing about this, but as they use o2, of course my contracted phone with them is not working either.

Re: Network Problem

MI5 — Mon, 26 Jun 2017 18:19:53 GMT

Yes it is Adam, hence why I suggested it.
@amici-pat without knowing the full story of what has happened in your area, we couldn't comment on your best course of action.
A major change to the network in your area would give you rights to cancel if it was permanent, but it may not be, we just don't know.
You do only need 2g for calls though and wifi will cover your data needs when at home so all is not lost.
If you send a private message to @MercedesS she may be able to get more details from you and look into it for you.

Re: Network Problem

MI5 — Mon, 26 Jun 2017 18:21:59 GMT

@amici-pat wrote:

Is there a way to change to 2 g on i phone 6 - the O2 Guru in the shop said he could not change this as apple will not allow this.

As adam said above, you need to turn off 4g in settings.

The iphone can be set to ignore 4g settings> mobile data> mobile data options> enable 4g off

Re: Network Problem

amici-pat — Mon, 26 Jun 2017 18:55:36 GMT

Thank you all. I have now changed the settings on the i phone and at the moment all is well. Tesco is being as evasive as ever, no help there. My Samsung Edge just will not work whatever I do, but 10 miles away in Tesco store it works. I just cannot understand how and why this has happened.

I have to leave it for now. Getting ready for a replacement knee on Thursday and this is the last thing I needed.

Again thank you all.

Re: Network Problem

Cleoriff — Mon, 26 Jun 2017 19:16:30 GMT

Hope all goes well with the phone and best of luck with the knee replacement @amici-pat

Re: Network Problem

MercedesS — Tue, 27 Jun 2017 08:07:27 GMT

Hello @amici-pat,

I apologise for any inconvenience this problem has caused you. Happy to see @Cleoriff, @MI5 and @adamtemp64 have been really helpful.

I have sent you a PM to see if we can get more information for you and help you further.

Glad to see you back!

Re: Network Problem

amici-pat — Thu, 06 Jul 2017 14:03:56 GMT

OK, so I really do not like Chat and being deaf, and (prefer contact in writing, as proof of what is said), I could not find an e-mail address under contact us, so as I was still being fobbed off, and there still was no service, and friends etc. away from my home were getting 3 and 4G , I decided to try RESOLVER., now my understanding was that once started all communications went through Resolver, but no, got a really (to me) offensive response from O2 through personal e-mail, basically saying "our contracts do not promise anything anywhere" so get on with it!!

Watch this space, oh, I responded to MercedesS, but have not heard anything in reply.

Oh, and by the way, miraculously, service was restored yesterday, but then there was nothing wrong in the first place was there O2