topic Re: Mast fix expectations... in Pay Monthly

Mast fix expectations...

Matty_b — Mon, 22 Oct 2018 11:01:50 GMT

"TS7***

Sorry a phone mast in this area isn't working

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

Updated 11:34 (refreshed hourly). Recent faults might not show yet."

My Mobile Broadband has had a flaky signal / slower than a tortoise since Tuesday 16th (discovered, on returning from holiday)

Moaned at live chat on Sunday 21/10/2018 (severely frustrated, by day 5)

What's reasonable expectations, service restoration, and bill credit wise on this one (ongoing) ... I'm just over 12 months, into a 24 month MBB contract

(... depending how long this goes on, will determine my renewal (or jump to 3 MBB) options in just over 11 months)

Re: Mast fix expectations...

gmarkj — Mon, 22 Oct 2018 11:20:08 GMT

Unfortunately o2 never give out an expected date for a fix as some things are out of their hands.
You could try phoning customer services to see if they will tell you what the hold up is but there are no guarantees.
Advice if you were seeing this problem on a phone would be to choose a different signal to use (swap from 4G to 3G) but not sure if this is possible on a MBB device...

Re: Mast fix expectations...

Matty_b — Mon, 22 Oct 2018 11:28:05 GMT

Live chat "promised" 48hrs, but I'm inclined not to believe them.. Watching this space, for the 48hrs to expire tomorrow lunchtime

And the swapping from 4G to 3G, the MiFi has done that by itself, as the next serviceable mast being just under a couple miles away, street-light style, just over the brow of a hill.. Dial-up era speeds, on the edge of reception, on a semi distant transmitter

Re: Mast fix expectations...

fyodor — Mon, 22 Oct 2018 11:30:06 GMT

I ,too am very frustrated regarding having no phone access.

I am now on day 4 of- no signal in your area- Mast down.

I have also been on to On-line chat,which wasn't very helpful. It was suggested driving out of area, which is no resolution. I asked what mast was working nearest to me and got no answer

'We hope to resolve this within 5 days', simply isn't enough.

I use text messages constantly and have no idea of how many important messages. I have missed so far.

My expectation of O2 is that they contact customers with information and updates re: progress of this issue,which they don't.

I also would like to know if O2 will be compensating customers for this severe service disruption.

Re: Mast fix expectations...

Cleoriff — Mon, 22 Oct 2018 11:34:29 GMT

@fyodor @Matty_b

You could download the My O2 app which at least allows you to report it that way. The more people who do this the better. https://www.o2.co.uk/apps/my-network

Re: Mast fix expectations...

gmarkj — Mon, 22 Oct 2018 12:13:22 GMT

I would be dubious about the 48 hour fix from chat as well.
Have you used the my network app to report the outage @Matty_b or @fyodor?
If you do that then you can (I think) you can also submit a number to be informed of updates.

Edited to correct username

Re: Mast fix expectations...

fyodor — Mon, 22 Oct 2018 11:42:13 GMT

Thank you all for responses. Much appreciated.
I will submit a report.
It is just so annoying trying to work from home without access to my phone plus the lack of information to customers from O2....

Re: Mast fix expectations...

Matty_b — Mon, 22 Oct 2018 13:22:06 GMT

Thanks... Though, my handset is with another network, so I don't know if the app would fail because of this (I'm MBB only) ... I'll give it a go though

Re: Mast fix expectations...

Matty_b — Mon, 22 Oct 2018 13:26:11 GMT

Yeah, it downloads and works on another net

Re: Mast fix expectations...

jonsie — Mon, 22 Oct 2018 13:34:50 GMT

The My Network app is the best option for regular updates and the Resolver route for any complaint. I do hope this is sorted for you asap and until WiFi calling is supported for any phone, these type of problems will occur time and again.

Re: Mast fix expectations...

Matty_b — Tue, 23 Oct 2018 09:52:33 GMT

I'm started giving them hassle on social media, making it public domain.. and ... when the 48hrs officially clocks round (in about an hour), I'll submit a format complaint about reception issues, and the repair time being misrepresented by an O2 agent (complete with chat transcript, and service status screen scrape).

Unrelated, but still related.. my MBB plan is on a refresh plan, and the handset is separate to the data airplan.. If I wanted to change tarriff to reduce my airtime plan, can this be done, and do I need to clear the device fee first?

(I'm wanting to reduce my plan, so that if this continues 11x£X is a lower ETF based on amended tarriff ... I've lost confidence in O2)

Re: Mast fix expectations...

jonsie — Tue, 23 Oct 2018 14:11:46 GMT

Once you have paid off the device plan you are free to change tariff or leave O2.

Re: Mast fix expectations...

Matty_b — Wed, 24 Oct 2018 08:56:41 GMT

Thanks..

Device plan paid off, and IEMI submitted via 'unlock device' on the O2 website, for my 4g router device unlock..

Its a waiting game now, between network fix, or unlock instructions.. whatever comes first wins...

It might look like a severe overaction, but when O2 rolled out 4G 4 or 5 years ago, the infrastructure upgrades killed my 3g at month 15 of 18 term for a few weeks.. long enough for me to PAC out at month 17..

Yes I checked coverage with a sim, before joining back up.. and the 4G has been generally flawless (4G rollout long gone)

... but I'm really 'fault sensitive' in light of 8 weeks on the offensive with O2, 4 or 5 years ago ...

Re: Mast fix expectations...

jonsie — Wed, 24 Oct 2018 13:32:56 GMT

Unlock, PAC and off (politely) would be I......

Re: Mast fix expectations...

Matty_b — Wed, 31 Oct 2018 12:24:24 GMT

.. The paying off of the device plan, at least gets you taken seriously, and you'll find customer service put you through to the 'network team' when you subsequently attempt a disconnection...

At least I have an on going case with the 'network team'..

Pity I'm having to limp along, by putting the MiFi in a waterproof Tupperware box outside the window, to get a near usable connection... I'll see what O2 come back with, with respect good will gesture

... next billing period rolls over in just over 2 weeks, it's a convenient breakpoint, if not resolved

Re: Mast fix expectations...

Matty_b — Wed, 31 Oct 2018 12:27:45 GMT

@fyodor any news with your follow up, in the same postcode area?

Re: Mast fix expectations...

Matty_b — Wed, 31 Oct 2018 18:52:04 GMT

Good news... it's finally fixed ..

Had the 'network update' email from O2Alerts (and will test the connection tonight)... now just need to chat about a bill credit for a couple of weeks

... Pity it needed someone to get to the brink of walking, to get updates etc.

Re: Mast fix expectations...

MI5 — Wed, 31 Oct 2018 18:54:43 GMT

Glad they sorted it for you.....

Re: Mast fix expectations...

Matty_b — Thu, 01 Nov 2018 12:37:08 GMT

False hope ... It's gone down again 😞

"
TS70**
Sorry a phone mast in this area isn't working

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

Updated 12:05 (refreshed hourly). Recent faults might not show yet.
"

Re: Mast fix expectations...

jonsie — Fri, 02 Nov 2018 02:58:09 GMT

It's getting ridiculous now. I hope they upgrade the mast after all this downtime.