topic Re: Antenna down locally for at least three days!! in Android

Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 10:12:56 GMT

I have had no signal at work since arriving last monday morning, just seeing a no network message on my phone. Each day I have checked the status website and the same message has been displayed that there is a problem with an antenna and they are waiting for their third party contractors to attend.

I have spoken to the online chat but couldnt get an ETA for its repair and even sent an email to the CEO together with a transcript of that chat but still nothing apart from a mail saying they aim to reply within 5 days!

What an absolutely appalling service this is especially as many of my colleagues who do not have the misfortune to be stuck with O2 have perfect signals.

Is there any way I can escalate this and find out why this has been happening on and off for up to a year??

Regards

Pete

Re: Antenna down locally for at least three days!!

Bambino — Wed, 29 Apr 2015 10:32:28 GMT

If the status is showing that they're aware of the problem, there's little you can do. From what you have said, it seems there's little that O2 can do if it is in the hands of third party contractors to carry out the repairs. All I can suggest is that you speak to Customer Service once you have a signal again, or when you're in an area that has a signal. In situations like this they have been known to offer goodwill gestures to ease the time you've not been able to use your phone. Cold comfort if you've been going through this for a while, but not much else you can do.

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 10:54:29 GMT

I live in Mablethorpe and we have had absolutely no signal here for at least three days.

The whole family is on O2 which means we have 5 phones that have been ablsolutely useless for the past few days. There was no way to keep in touch with family, friends or work.

I have resorted to going to the local shop and buying pay as you go sims for an alternative network just so we are able to communicate. This means l am now paying twice just so that we are able to make a phone call.

It would not be so bad if this was a one off for O2 but it is a recurring and extremely annoying problem which does not seem to be improving any time soon.

I would expect a much better level of service from a supposedly reputable compay and if things do not improve soon all 5 of us will be changing to an alternative network.

1 out of 10 for customer service O2. Decidedly unimpressed

Re: Antenna down locally for at least three days!!

perksie — Wed, 29 Apr 2015 11:08:51 GMT

It appears your area is being upgraded to 4G:

Live results for Mablethorpe, Lincs, England

Sorry we're currently working on a phone mast in this area
You might experience problems making calls, using the internet, or sending/receiving emails.
Our Network modernisation programme to improve 2G and 3G coverage and roll out 4G has reached this area. It does mean that you may experience intermittent service on your mobile device while our engineers 'do their thing'.
We’re sorry about that, but we’ll do our best to minimise any impact to your signal.
Updated 12:00 (refreshed hourly). Recent faults might not show yet.

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 11:35:41 GMT

As a manager for one of the regional electricity supply companies Im sure that none of the senior managers at O2 would be too impressed if our contractors took over 3 days to attend to a problem with their electricity supply.

It is diabolical customer service and I will be looking to take my business elsewhere as soon as I can.

Regards

Pete

Re: Antenna down locally for at least three days!!

perksie — Wed, 29 Apr 2015 11:50:02 GMT

@Anonymous wrote:
As a manager for one of the regional electricity supply companies Im sure that none of the senior managers at O2 would be too impressed if our contractors took over 3 days to attend to a problem with their electricity supply.
It is diabolical customer service and I will be looking to take my business elsewhere as soon as I can.
Regards
Pete

No doubt it will be fixed as soon as possible, there are many reasons for delays but none of them last longer than necessary.

You could always try another network but they're all about the same.

Re: Antenna down locally for at least three days!!

Toby — Wed, 29 Apr 2015 11:55:35 GMT

Hi guys,

I can understand the frustration around this, but as said by others here, O2 is and will be looking to get it fixed as soon as possible.

@Anonymous , what is your general area? I'll still ask for any updates, even though the status checker will also be updated.

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 12:06:21 GMT

My postcode is IP38AA

and as I say its been on and off for months but this time for at least three days

Regards

Re: Antenna down locally for at least three days!!

perksie — Wed, 29 Apr 2015 12:21:32 GMT

According to http://status.o2.co.uk/ your mast is down, I doubt anything can be done to speed up the repair time.

Live results for Ipswich, Suffolk, England, IP3 8AA

Sorry a phone mast close to you isn't working
Sorry, there's a mast near you that isn't working and we're waiting for our third party supplier to visit the site to fix the problem.
We apologise for any inconvenience.
Updated 13:00 (refreshed hourly). Recent faults might not show yet.

Re: Antenna down locally for at least three days!!

jonsie — Wed, 29 Apr 2015 12:28:51 GMT

You can ask customer service to advise you by text with regards to repair time frame.

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 12:49:27 GMT

Thanks for that information.

May l make two further points -

1 It would have been nice to have been forewarned of the impending work. Surely it would have been possible to alert all users in the area before the work proceeded by text as we seem to receive random texts about everything else from O2 on a regular basis.

2 Having no service at all for over three days may constitue in Company speak an Intermittent service but in the real world it is still NO SERVICE AT ALL.

As l write this we still have NO NETWORK. FOUR DAYS. Intermittent, you really are having a laugh.

Re: Antenna down locally for at least three days!!

Cleoriff — Wed, 29 Apr 2015 12:57:05 GMT

O2 did offer a text service at one time...problem was by the time people received the text the work was completed

EDIT: Correction. The text service was to inform people of 4g rollout to your area. My apologies..

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 12:57:18 GMT

I know its down but my beef is that its been down for three days now. I could have built a new antenna and commisioned it in that time!!

I have signed up to the emails but obviously I havnt heard anything as the mast is still down!!

Its crap service and O2 obviously dont give a monkeys about their customers or their customer service!

Regards

Pete

Re: Antenna down locally for at least three days!!

perksie — Wed, 29 Apr 2015 13:03:37 GMT

I would be surprised if the work is done in less than a week or so.

Re: Antenna down locally for at least three days!!

MI5 — Wed, 29 Apr 2015 13:05:31 GMT

Yep, usually around 1 to 2 weeks....

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 13:58:28 GMT

Well ive mailed the CEO Ronan Dunne and got this reply so Ill see what they have to say within their `5 working days`

Thanks for your email to Ronan Dunne.

I'm sorry about your recent experience. We’ll look into this and contact you soon.

If you haven’t provided any account information in your email please reply to let us have this, along with a contact telephone number we can reach you on. This will help avoid any delays.

We aim to resolve complaints within five working days. Our number is 0345 330 0683 if you need to get in touch. We're open from 8.30am until 5.00pm Monday to Friday.

Kind regards

********* | Telefónica UK Limited

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 13:09:45 GMT

Does anyone from O2 monitor this community given that its on their web site?

Re: Antenna down locally for at least three days!!

perksie — Wed, 29 Apr 2015 13:12:16 GMT

Yes we have some O2 staff here who help with queries.

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 13:36:13 GMT

Well maybe you can give me some idea of when our intermittent service is likely to be resumed in Mablethorpe and Sutton? Pleeeeeeaaaaasssee

Re: Antenna down locally for at least three days!!

Anonymous — Wed, 29 Apr 2015 13:39:11 GMT

And why it takes over three days to tend to a faulty mast!!