topic Poor signal/Network in Pay Monthly

Poor signal/Network

Anonymous — Mon, 17 Aug 2015 22:10:39 GMT

I'm asking for help as I am currently not happy with the service, I have been with O2 for around 5 years in total (2 years - pay as you go, 3 years - pay monthly). Over the past few weeks my signal has been really poor and I've been having to use my data so I can message my girlfriend through whatsapp instead, I only get 1GB of data per month so I have to keep buying bolt ons and it is costing me a fortune. My friend gets 20GB and is paying less than me and has an iPhone 6, while I'm stuck with the 5.

I have just spoken to 2 O2 reps in the online chat but it kept cutting off and I had to restart the whole chat which is a pain.
As I said, signal is really poor so contacting by phone isn't really an option. Is there a complaints email address to contact?

Re: Poor signal/Network

jonsie — Mon, 17 Aug 2015 22:32:19 GMT

Here you go :

How to complain

Re: Poor signal/Network

Cleoriff — Mon, 17 Aug 2015 22:34:04 GMT

Hi @Anonymous

There isn't a complaints email address but there is a process to follow as per this link

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

Have you checked you mast status? http://status.o2.co.uk/

Re: Poor signal/Network

jonsie — Mon, 17 Aug 2015 22:38:38 GMT

The email address from the links is : complaintreviewservice@o2.com

Re: Poor signal/Network

Cleoriff — Mon, 17 Aug 2015 22:45:10 GMT

@jonsie wrote:
The email address from the links is : complaintreviewservice@o2.com

Yes , though as I understand it that is the second part of the complaint process @jonsie ...after speaking to someone at CS (and to email if you aren't satisfied with their response?)

Re: Poor signal/Network

jonsie — Mon, 17 Aug 2015 22:51:08 GMT

That's the theory but part of the complaint is that the OP can't get through on the phone or by chat. The choice is whether to persevere, which is why they should call early morning or go straight to a complaint. Their choice to be honest.

Re: Poor signal/Network

Cleoriff — Mon, 17 Aug 2015 22:55:19 GMT

@jonsie wrote:
That's the theory but part of the complaint is that the OP can't get through on the phone or by chat. The choice is whether to persevere, which is why they should call early morning or go straight to a complaint. Their choice to be honest.

And in fairness who would know whether they spoke to CS or not? If @Anonymous hasn't got a signal they are hardly able to make a call ...:smileywink:

Re: Poor signal/Network

Anonymous — Tue, 18 Aug 2015 06:19:36 GMT

Thanks for all your help guys. I have contacted the email Jonsie provided and am now waiting on a reply.
I received an email back which stated they would either ring or write to me, I hope they mean by email? As I have recently changed address.

Re: Poor signal/Network

MI5 — Tue, 18 Aug 2015 07:07:58 GMT

You will need to update your address details with O2 asap too.
Where are you located?
Whatsapp doesn't use huge amounts of data so it shouldn't be a major drain of your allowance and you can also use it over WiFi, so seek out any free hotspots around you too.