topic Re: Mast issue still not fixed - customer service just cut me off when I complain in Discussions & Feedback

Mast issue still not fixed - customer service just cut me off when I complain

jennie_s — Mon, 18 Dec 2023 15:27:14 GMT

The mast in my area has a fault (confirmed by O2) meaning I can't use my phone, it's seriously affecting my ability to work so much so I'm now paying for an e-sim on top of my O2 bill so I can make calls. Told I can't cancel without paying £250 but once the mast is fixed they'll compensate me. "When will it be fixed?", we don't know, call back in 7 days. Called back after waiting for 37 minutes for the call to be answered, it's still not fixed you can cancel for £243, when I asked why I have to pay to cancel a service that isn't being delivered she cut me off!!! What on earth is this shambles, cannot believe I switched from another provider to this debacle to save a couple of quid a month, it's true you get what you pay for.

Re: Mast issue still not fixed - customer service just cut me off when I complain

Enlli — Mon, 18 Dec 2023 16:07:34 GMT

There is no way to know when a mast is going to be fixed as there are too many variables in the equation. The mast may not even be owned by O2

The Terms and coditions clearly state you are not guaranteed 100% uptime

As for price? The dearest network had a mast near me down for 3 months waiting to be given access rights

Re: Mast issue still not fixed - customer service just cut me off when I complain

Enlli — Mon, 18 Dec 2023 18:10:55 GMT

Have you WiFi Calling enabled?

https://www.o2.co.uk/connectivity/wifi-and-4g-calling

Re: Mast issue still not fixed - customer service just cut me off when I complain

Oxonian — Mon, 18 Dec 2023 19:55:15 GMT

@jennie_s

As @Enlli has alluded to, the T&Cs of all of the UK networks do not guarantee you any service at all. If you check the community forums of the other UK networks, you will find others having problems similar to yours.

I am actually surprised that O2 have agreed to compensate you at all, although I fear that the amount that they offer you might be far less than you are expecting.

Re: Mast issue still not fixed - customer service just cut me off when I complain

MI5 — Mon, 18 Dec 2023 20:00:06 GMT

Compo is calculated on the number of days without signal based on your airtime tariff.

So if you're paying £30 a month for airtime your daily rate is £1 etc.

Re: Mast issue still not fixed - customer service just cut me off when I complain

SteveHutch — Sat, 30 Dec 2023 13:52:52 GMT

jennie_s I'm in the same situation - not able to make or receive calls when at home for a week now.

You cannot contact O2 - THEY ARE THE WORST MOBILE SERVICE I HAVE EVER HAD! Theyare verygood at charging for non existent service Stephen Hutchinson

Re: Mast issue still not fixed - customer service just cut me off when I complain

Oxonian — Sun, 31 Dec 2023 11:54:18 GMT

@SteveHutch

Have you checked the situation using https://status.o2.co.uk/ ?

Have you reported your problem to O2 ?

These might also provide further help :-

Effectively, the first step is to ascertain whether there is a problem with your handset ; whether there is an issue with your SIM ; or whether there are network difficulties in your vicinity.

Once you have looked at the information hyperlinked above, please feel free to post again giving further information and we'll see if there is anything else that we can suggest.