topic Persistent network issues in Discussions & Feedback

Persistent network issues

BJAmb — Mon, 10 Jun 2024 19:18:54 GMT

I am experiencing persistent network issues with O2 that have not been resolved despite numerous attempts over the past 10 months. The problems began after the merger with Virgin. When I contact customer service to report the issues, they merely follow a scripted set of questions without addressing the root cause. I have even been told that the problem may be with my phone, despite the fact that I have changed devices twice since the complaint arose. Additionally, I have two separate contracts with O2 on different phones, and both devices experience poor signal strength and increasing instances of network black spots while traveling within the UK. I am frustrated by the need to repeatedly put my phone into flight mode to obtain a temporary improvement in internet connectivity, which quickly reverts to slow or nonexistent speeds. SORT IT OUT O2 before you have no customers.. 20 plus years being an O2 customer ...

Re: Persistent network issues

Oxonian — Mon, 10 Jun 2024 19:32:05 GMT

Your starting point @BJAmb might be to work through :-

My Network App - Find Out More About Your Network Coverage | Apps | O2

https://www.o2.co.uk/apps/my-network

If you do consider leaving O2, please make sure that you procure some PAYG SIMs for the other networks, in order to test which is the most effective in the areas that you frequent. 👍

Re: Persistent network issues

Enlli — Mon, 10 Jun 2024 19:37:30 GMT

Adding 3 million Virgin Customers to an already oversubscribed network has done nobody any favours.

Re: Persistent network issues

japitts — Tue, 11 Jun 2024 11:14:36 GMT

You've mentioned two issues here, one of which would be compounded by the VM factor - the other wouldn't.

poor signal strength and increasing instances of network black spots" - this is a coverage issue, and wouldn't be impacted by the amount of users connected to your serving site.

your reference to "slow or nonexistent speeds" would suggest a capacity issue, where there is insufficient spectrum on the network to support the usage - the additional ex-Virgin Mobile users would indeed have compounded this.