topic Re: Worst network ever. in Discussions & Feedback

Worst network ever.

Joeclmn1 — Mon, 26 Aug 2024 17:52:02 GMT

Any ideas?? At my wits end

Signal has been absolutely atrocious, either says 4G/4G+ and then doesn't work or says it with an exclamation mark in the bars but and doesn't work or just doesn't show anything and doesn't work.

Have tried the complaint review team been over a month I've heard nothing from them.

Been raising network tickets with customer services who just don't get back to you at all.

Spent at least 7.5hrs on the phone with various people. Most recently got advised to use WiFi calling or wifi... 🤦 All well and good but I don't carry a WiFi router around the streets with me.

Had a callback and offered £22 to resolve complaint I refused and asked for a deadlock letter which I was told I couldn't have for another 2 months... Have just filed a complaint with ombudsman but know it's a wait, any ideas I just want to leave but they won't let me

Re: Worst network ever.

madasaf1sh — Mon, 26 Aug 2024 18:12:26 GMT

@Joeclmn1

As there is no guarantee of coverage or service in every area, and the terms and conditions are quite clear on this, then you can't leave penalty free..

If you want to leave then pay off your contract or device plan and leave..

You do have to wait 8 weeks for a deadlock letter, and without it the Ombudsman won't even look at the case, unless the 8 weeks have passed.

Have a look at these guides and also try and get a new sim from a local o2 store (especially important if you where a Virgin Mobile customer and still using the old VM sims ) with photo ID..

Also check https://status.o2.co.uk

Re: Worst network ever.

Joeclmn1 — Mon, 26 Aug 2024 18:29:56 GMT

There is no guarantee of service everywhere however there is also a requirement to provide a service that is usable, the service is currently not usable. There is no signal in my area hardly at all.

I have waited the 8 weeks and they still won't provide me with the letter.

Have also had a new SIM as well provided which was another palava as they disconnected my current SIM immediately as the new one was issued.

Re: Worst network ever.

madasaf1sh — Mon, 26 Aug 2024 18:48:21 GMT

So just pay up and leave then... as no network provides coverage in all locations, so get yourself some PAYG sims and test coverage and leave.. All networks have dead coverage areas

As I said the terms you obviously read and agreed to when you joined o2 clearly state it and that is what the ombudsman will go on...

The complaints team have 8 weeks so you have another 4 to wait, before they will come back to you...

Re: Worst network ever.

Oxonian — Mon, 26 Aug 2024 19:13:47 GMT

You might find this useful @Joeclmn1, although it won't be of much help if you frequent an area with simply no signal :-

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

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

This gives you information about referring your complaint to the Ombudsman :-

o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

However, I think this is a waste of time given the O2 Terms and Conditions ; and these are consistent across all UK mobile network operators, so you do not need to think that O2 are out of step with their competitors.