topic Re: No service in SN25 2AE in Discussions & Feedback

No service in SN25 2AE

SimonJA38 — Sat, 23 Nov 2024 13:50:33 GMT

We are now into the 4th week of no service since moving to SN25 2AE. O2 texted to say they had identified a fault and were working on a fix. Latest update yesterday said O2 would update in 7 days. No mobile data and calls/ text frequently unavailable. Will obviously expect a refund and compensation, but what on earth is this fault and how can it take so long to fix ? O2 don't seem to be taking this seriously. To make matters worse 02 coverage checker says the service is fine - which is not true - and if you look up faults in my area it says it can get "busy" go find a wifi hotspot - which had to be the absolute pits as far as customer service goes. Paying a lot for a service we're not getting and O2 doesn't seem that bothered ...

Re: No service in SN25 2AE

MI5 — Sat, 23 Nov 2024 13:54:58 GMT

@SimonJA38

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

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

Re: No service in SN25 2AE

Oxonian — Sun, 24 Nov 2024 19:43:42 GMT

@SimonJA38

Community member @japitts might add more detail to this, but faults can take time to fix if there is difficulty obtaining the requisite parts or if access to a mast has to be arranged with the landowner or building owner. There can be many other reasons for delays too ! 👍

Re: No service in SN25 2AE

japitts — Sun, 24 Nov 2024 20:08:33 GMT

Indeed so - all network operators will try to give radio site faults a first visit within a day or two of any major failure. The vast majority of occasions, this will result in service being restored.

Without giving an exhaustive list, any delay beyond that often suggests third party issues outwith O2's direct control - or an access issue preventing access to a site.

Access issues can be particularly problematic if they're legal or H&S related. All networks suffer from these issues from time-to-time, but can be inconvenient when the affected site has less overlap thus alternate coverage.