topic Re: o2 Signal Issues in Pay Monthly

o2 Signal Issues

Anonymous — Tue, 28 Jul 2015 10:33:12 GMT

Hi,

I am very unsatisfied o2 customer and since last 10 days in my area (cb6) mast is not working so a signal at all at home. I have to go 10 miles away to make a call.

I reported this issue last week with o2 customer service and they always makes false promise. They told me that it will be fixing in next 5 hrs. Every time I call / chat with customer service team they just giving wrong information and I ask them to arrange call back from someone senior or manager but that even they could not do...

I wrote to Mr Ronan Dunne and no reply from him either... must be very busy to fix this masting issue!

I am so fed-up with this poor customer service and O2 coverage issue as no one knows what’s going on and when they fix it... they told me last week that this is highest priority issue .and will fix it asap. I just wondering high priority means 1 month or 1 yr.?

Can someone let me know what is definition of highest priority in O2... guys anyone who workining in O2 pls let me know

1) Definition of Highest priority.

2) What is ASAP? After September, April Possibly??

3) Why call centre is always busy for hrs and same live chat?? Are they on holidays? Or too busy to fool customers?

Cheers

Re: o2 Signal Issues

jonsie — Tue, 28 Jul 2015 10:43:03 GMT

Hopefully they will get the mast operational again as soon as possible. It's in their own interests as well as the customers'.

If you are on contract try the TuGo app using your home wifi.

Re: o2 Signal Issues

Bambino — Tue, 28 Jul 2015 10:43:52 GMT

Mobile telephone technology is not an exact science. Things go wrong, and masts need repairing. 100% uptime is not guaranteed by any mobile provider.

Have you tried TuGo for your home issues? http://www.o2.co.uk/apps/tu-go

Re: o2 Signal Issues

Anonymous — Tue, 28 Jul 2015 10:51:32 GMT

Unfortunately no network will guarantee 100% signal all of time HOWEVER o2 do state in their t's & c's that they need to "provide a reasonable level of service".

When i had signal issues, i made an official complaint explaining that they were in breach of their own t's & c's and they cancelled my contract without penalty.

Good luck

Re: o2 Signal Issues

Anonymous — Tue, 28 Jul 2015 11:27:57 GMT

As others have said, if you are a contract customer TuGo will solve your problems at home. It is available online, a download for windows for both android and iphone. You will need to receive a text to set it up so it's worth doing when you are in the area with signal.

Re: o2 Signal Issues

MI5 — Tue, 28 Jul 2015 11:32:50 GMT

1st world problem....

Re: o2 Signal Issues

jonsie — Tue, 28 Jul 2015 13:13:05 GMT

This is 2015 isn't it...or are we regressing?

Re: o2 Signal Issues

Anonymous — Tue, 28 Jul 2015 13:54:31 GMT

I'm having the same problems in NR, get a few days signal then down it goes again. I understand that a service cannot be maintained 100% but when the signal is down more than it's working then something is amiss. Don't really feel I should be paying for a service when it's not being provided 😞

Re: o2 Signal Issues

Bambino — Tue, 28 Jul 2015 14:06:22 GMT

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

We are all customers here, same as you. Complaining here gets you diddley.

Re: o2 Signal Issues

jonsie — Tue, 28 Jul 2015 14:20:07 GMT

If you push hard enough you will be able to end your contract without penalty but you need to go down the complaints route first.

Re: o2 Signal Issues

Anonymous — Tue, 28 Jul 2015 19:11:31 GMT

I am in the same boat, I live in Bristol and travel a bit but also lose signal. As soon as I hit call or accept a call, it goes from 4G to nothing and then call fails.

Had enough and after 4+ years on personal and 10 years on Business, im definately thinking of changing.

And why have a live chat service that doesnt give hours of operation, ridiculous service.

Re: o2 Signal Issues

Anonymous — Fri, 31 Jul 2015 08:38:57 GMT

Quick Updates.

Today is 11th Day. .same problem. Mast is not fixed.. really really poor o2 service.

1) I emailed them last thursday and its almost 9 days and no replied or callback from them.

2) I chat with online team to give me callback but no callback yet.

3) I wrote to Ronan dunne a week ago but not any reply from their side.

4) Its really frustating with poor O2 service.

its really shame ..

Re: o2 Signal Issues

MI5 — Fri, 31 Jul 2015 09:29:36 GMT

It won't get fixed any quicker just because you have emailed the CEO.
They will fix it as soon as they can....

Re: o2 Signal Issues

jonsie — Fri, 31 Jul 2015 09:31:29 GMT

Thr complaints review take 7-10 working days but they will get back to you.

Re: o2 Signal Issues

Anonymous — Fri, 31 Jul 2015 11:03:03 GMT

Its not about fixing them..

they told me 3 times wrong dates. they told me it takes only 1 day to fix .. and when i called them last friday they told me it will be fix tomorrow before 9:45 am.

when i called them monday they told me it wil be fix on tuesday 16:00 and on wed they told me it will be fix on thursday 14:00 .. and today if friday !!

what should i expact ?

I dont want that CEO will fix this issue. I want communcation from their side. To understand frustration of customer instead of avoiding.. If this is the case then they should be in production business not in the customer service.

Regards,

Re: o2 Signal Issues

MI5 — Fri, 31 Jul 2015 11:44:49 GMT

We have already told you that NO ONE knows when it will be fixed. Not CS, not Live Chat NOT ANYONE.
Any dates/times you have been given are just designed to get you off the phone.