topic Re: faulty mast again in Discussions & Feedback

faulty mast again

LukeR — Mon, 06 Aug 2018 01:04:07 GMT

a phome mast in my area was faulty for 6 weeks.

a few days ago it seemed to be fixed but now the internet has stopped working again.

i have noticed lots of other complaints about faulty masts on here.

it seems like o2 cannot keep their network working.

is there a way to make a complaint to o2.

Re: faulty mast again

jonsie — Mon, 06 Aug 2018 01:11:19 GMT

The complaints link is here, also use the Resolver site too.

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

https://www.resolver.co.uk/companies/o2-complaints?territory=Default

Re: faulty mast again

Bambino — Mon, 06 Aug 2018 01:47:04 GMT

@LukeR You're certainly entitled to make a complaint, but you might be better off reporting the fault using the My Network app https://www.o2.co.uk/apps/my-network#download

I'm sure it's a pain that your local mast has had problems, but it's not in O2's interest to see their customers without service. Faulty masts are something all networks have to deal with at some point. Masts break down, and some are harder to fix than others. It's not an exact science.

If you do lodge a complaint, as you've been without service for some time, O2 may offer you compensation as a goodwill gesture, but they're not obliged to.

Re: faulty mast again

LukeR — Mon, 06 Aug 2018 01:49:43 GMT

i have already reported it twice but they wont fix it

Re: faulty mast again

Bambino — Mon, 06 Aug 2018 02:03:03 GMT

As I've said, O2 don't want unhappy customers. I'm sure it isn't a question of they 'won't' fix it. As you said, they did repair it, but it's broken down again.There are a myriad of reasons as to why that's happened, but it will get fixed eventually. By all means lodge your complaint, but at the end of the day, you have no choice other than to be patient, or change providers.

Re: faulty mast again

pgn — Mon, 06 Aug 2018 05:31:41 GMT

Using the MyO2 app, the on-line Web Network Status tool and, if it still works, the O2 Network Status tool app repeatedly, sometimes 2 or 3 times a day, is the only way to get things moving @LukeR. Do this during regular business hours.

There is a limit to how many reports you can file in a day, so get anyone else in the area who also uses O2 to do likewise.

At the same time, keep poking O2 via social media (Twitter and/or Facebook). Be a thorn in their side for as long as it takes... Or until you get so fed up you call O2 for your code to move to another provider.

Good luck!

Re: faulty mast again

LukeR — Wed, 08 Aug 2018 00:59:02 GMT

I have some great news

o2 have turned off the faulty mast

my phones now connect to a further away but working mast, I can now use the internet again.

Re: faulty mast again

LukeR — Wed, 08 Aug 2018 01:08:43 GMT

update

the mast is back on and now it is working

Re: faulty mast again

Cleoriff — Wed, 08 Aug 2018 07:12:43 GMT

Thats great news @LukeR.