topic Re: Mast Problems in Discussions & Feedback

Mast Problems

Anonymous — Mon, 10 Mar 2014 17:49:45 GMT

We had a fault on a mast near us and it was not fixed for 5 weeks, the past week it has been not to bad but today although I had 4 bars of signal could not use phone at all this morning. This is getting very bad and O2 is not providing the service they should. I have tried cancelling contract but they say I have to pay, WHY if you are giving a rubbish service. I have taken legal advise and kept records of phone calls and faults and I should be able to cancel without any settlement.

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 18:16:44 GMT

Try making a complaint http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28RelatedHelp%29,CASE=46943

I agree 5 weeks is unacceptable the odd outage is to be expected but that long in my opinion is unacceptable

Re: Mast Problems

MI5 — Mon, 10 Mar 2014 18:34:03 GMT

5 weeks is irritating but it's not grounds to cancel a contract without penalty, unfortunately. Check the contract terms and you will see it is stated that no service is guaranteed 100% of the time.

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 19:08:02 GMT

Been on the phone for an hour again, guess what mast is down again, what crap service last time said they were waiting for parts, being an engineer myself I have ordered parts from France at 5.00pm and received next day at 8.00pm so why all them weeks for parts.The mast is out in the countryside and on land that belongs to a farmer i know, think this mast needs a tractor driven into it, then it will have to be replaced. Accidents do happen sometimes when you are driving a 220hp four wheel tractor and vey large implement on the back

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 19:39:13 GMT

At my work I get full 3g and h+ data.

Can I get online?

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 19:40:00 GMT

And it has been like that since October

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 19:53:12 GMT

So if 5 weeks isn't long enough to cancel without settlement is 5 months with a mast suffering from excessive use to the point the data signal is unusable?

Re: Mast Problems

MI5 — Mon, 10 Mar 2014 20:02:17 GMT

@Anonymous wrote:
So if 5 weeks isn't long enough to cancel without settlement is 5 months with a mast suffering from excessive use to the point the data signal is unusable?

As you know, O2 will look at each case on an individual basis and may decide to make a cost adjustment or some other good will gesture.......

There is no blanket agreement in place for this and so should not be touted as an answer on the forum, however, the correct process is to make an official complaint to have your case looked at as pointed out above by Damien1.

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 20:15:04 GMT

Indeed good advice as always and as has been well documented I have done and receive a sizeable discount of almost 60% but that doesn't make you feel better when you can't get online outside of your home area where there is full 3.9g and you still can't get on line.

O2 really need to sort their network out. It is dreadful down here.

Re: Mast Problems

Anonymous — Mon, 10 Mar 2014 23:35:29 GMT

It seems like they would rather just give you a discount than sort the problem out

Re: Mast Problems

Anonymous — Thu, 13 Mar 2014 21:19:09 GMT

Must admit I'm getting tired of paying for a service that does'nt work. Where I work near Wrexham the network coverage is nearly always poor but now the mast near home is faulty too. I tried calling my wife from work the other day and it was virtually impossible so ended up using a landline. What's even MORE annoying is that work colleagues on 3 or EE networks never seem to have ANY issues.

I've been with o2 for YEARS but even though my contract does'nt end until september I'm seriously thinking of getting out of it and get a provider that DOES work.

What's happened o2??? You used to be great!

Re: Mast Problems

Anonymous — Thu, 13 Mar 2014 21:36:38 GMT

I am sorry to say this is becoming a national issue but o2 don't seem to be able to address the issue.

Some on here will say about the 2017 promise on 4g 3g and 2g but I have serious doubts as o2 appear to have a different idea of what a working service is to that of its customers

Re: Mast Problems

jonsie — Thu, 13 Mar 2014 22:12:24 GMT

2017 seems an awful long way off and who can even be sure O2 will remain in existence in it's present form?

Re: Mast Problems

Anonymous — Wed, 22 Jul 2015 10:11:24 GMT

I visit several areas during the course of a week and have irritatingly found that 02 seem to have mast issues in a lot of places. So either the infrasturtue is old and prone to outages or its not being rooutinely checked until it goes out of servuce. If the Government didnt charge stupid money for the licenecs maybe there would be some to run the service?

Masts in CM15 Shenfield were up and down for several weeks. When I have been told I have no internet connection by SIRI and the phone shows 3G or 4G I am connected to the mast but it isnt going anywhere due to a mast fault. I rang to complain and the three masts in Chelmsford all had an issue! Which tends to suggest it was the backbone and not the individual masts. Now sharing with Vodafone is the big new thing which will surely only lead to less masts in the long run not a better coverage or service.

Now in Great Notley CM77 the phone service is off and on like a belisha beacon.

Come on O2 its getting worse and the public are noticing and may well start complaining to Trading Standards that you are a mobile phone inoperator.

Trevor

Re: Mast Problems

jonsie — Wed, 22 Jul 2015 10:26:00 GMT

Well, they are carrying out work in CM77 on the 23rd and 27th. Let's hope things improve.