topic Re: O2 Coverage Checker - Fit For Purpose or False Advertising? in Discussions & Feedback

O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Thu, 07 Aug 2014 23:31:02 GMT

Frequently on this Forum we have customers who come on and say that they signed up to O2 based on the Coverage Checker only to find the reality is anything but that that o2 advertise.

The Coverage Checker is a computer simulation and whilst the o2 website does state half way down the page that the checker is only a guide for outdoor coverage, when a perspective customer puts their location or postcode in they will invariably get for example 3g "good indoor and outdoor coverage" and so based on that they buy a contract.

Whilst on here we recommend people get free payg sim cards to actually test the network most wouldn't think of that. The result is unhappy customers.

So, o2 coverage checker. Fit for purpose or false advertising? ?????

(For clarity the Advertising Standards Authority have deemed the o2 website compliant with its rules. This went to appeal, o2 were made to make some changes and what we have now is deemed by the ASA as acceptable.). In my opinion the detail about outdoor coverage and only a guide should be at the top right next to where the actual result of the search is recorded.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Thu, 07 Aug 2014 23:37:51 GMT

Yes I fully agree it should be made more clear

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Fri, 08 Aug 2014 05:33:36 GMT

@Toby / @Anonymous perhaps if O2 added a footnote on the Checker page advising a prospective customer to try out a Payg Sim to affirm signal strength could be an option ?

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

MI5 — Fri, 08 Aug 2014 07:10:32 GMT

I still find it amazing that people will buy into a 2 year contract without checking actual usage and of course there is the legal 7 day cooling off/get out period to consider too.
If others think the same way as I do, a mobile phone is "mobile" and therefore you gain in some areas and lose in others (or use 3 different networks lol)

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Fri, 08 Aug 2014 07:16:44 GMT

Yes I agree they should really check and the indoors one you can't really depend on because of so many factors building stricture etc but if it says there is excellent coverage outside and you get next to nothing I do think that is wrong

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

jonsie — Fri, 08 Aug 2014 09:50:13 GMT

Sadly, people want the latest tech devices and many people have to enter into a two year contract to get them. All too often they see the deal they can afford, the shiny sparkling device and it's capabilities and never a thought as to whether they will be able to use it due to the coverage issues.

However as MI5 states, there is the cooling off period. It's the customers that are being affected after months of no problems that I feel for.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Cleoriff — Fri, 08 Aug 2014 11:21:05 GMT

Truth of the matter really is ....too many devices...too little coverage.

I know some people have a job where they travel and have a number of phones on different networks so it will be rare thing if they are unable to get coverage..

Sadly though, that isnt the case for many others...and it must be really frustrating when they sign a contract and find their one phone is practically useless...

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

aldaweb — Fri, 08 Aug 2014 11:10:04 GMT

It's one thing to buy a phone and have poor coverage at that time whist it can still be returned and another to have good coverage that gradually deteriorates over time as the network becomes more congested.

The coverage checker can perfectly accurately report a good signal but if that is heavily congested, no matter how good the signal it becomes unusable.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Fri, 08 Aug 2014 15:46:27 GMT

Yes that is very true aldaweb personally I think if the phone becomes unusable due to no fault of the owner they should be let out of contract and if you pushed that I'm sure you would win

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Sat, 09 Aug 2014 13:49:06 GMT

@Cleoriff wrote:
Truth of the matter really is ....too many devices...too little coverage.
:

Nail on the head

O2 has far to many devices all trying to use the current network, the network need's to improve.

Don't hear much about the big 4G roll out network upgraded that was being shouted from the roof tops in the past, is O2 slowing things down / short of money?

If Telefonica got bold & offloaded all the Giff Gaff users as that would help to, dump the data hogs of the O2 network & also off load the waste of money spent on Giff Gaff at the same time.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

jonsie — Sat, 09 Aug 2014 14:08:25 GMT

The network is under a great strain with 23.6Million customers. Add the 3.5M Tesco 1+M giffgaff customers (not to mention Lycra) they badly need to sort the network out. They are no longer the self named 'innovative' network.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Sat, 09 Aug 2014 14:30:48 GMT

Im getting the feeling that the Giff Gaff customers wont be a problem in the near future

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Sat, 09 Aug 2014 17:01:05 GMT

It is unlikely that o2 will offload the GiffGaff customers as o2 own GiffGaff as I understood it.

Even more surprising then that o2 this week launch a cheap deal for those in the public sector which could bring more customers on board.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

MI5 — Sat, 09 Aug 2014 17:15:14 GMT

They really do seem oblivious to the problems many customers are having....

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Sat, 09 Aug 2014 20:42:30 GMT

That or they just don't care 😞

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

jonsie — Sat, 09 Aug 2014 20:51:51 GMT

The problem is that there is now no easy fix. They have reached capacity and they need to speed up the roll out and upgrade process drastically.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

aldaweb — Sun, 10 Aug 2014 12:35:27 GMT

Which suggests that the backhaul infrastructure needs upgrading urgently too.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

jonsie — Sun, 10 Aug 2014 12:48:27 GMT

I would agree. They appear to be a network in decline at the moment.

Re: O2 Coverage Checker - Fit For Purpose or False Advertising?

Anonymous — Sun, 10 Aug 2014 18:36:15 GMT

So given the comments from a number of regulars here, who advise other customers and potential customers on here, and that this can be found via Google. Perhaps @Toby could feed this up the line for an official response?