topic Re: Poor O2 network coverage / drop outs / call fails in Discussions & Feedback

Poor O2 network coverage / drop outs / call fails

Anonymous — Sun, 07 Dec 2014 21:53:24 GMT

where do i stand?, i have been onto o2 3 times now with these problems, and also had my iphone 5s checked out by apple, o2 keep telling me that they need their engineers to check the phone but i know its defo no the phone thats at fault as my work collegues who are on o2 also having the same problems, i just want to cancel my contract and hand the phone back and go elsewhere, i have been with o2 for years but i have had enough of this now as im not on the cheapest contract either

Re: Poor O2 network coverage / drop outs / call fails

MI5 — Sun, 07 Dec 2014 22:01:15 GMT

You will have to go through the official complaints process http://www.o2.co.uk/how-to-complain

Re: Poor O2 network coverage / drop outs / call fails

Bambino — Sun, 07 Dec 2014 22:31:15 GMT

You can't just cancel the contract and hand the phone back. If you're on a Refresh contract you can pay off what you still owe on the phone and cancel the airtime part with no charge. The phone is then yours to do what you want with. You should get the phone unlocked from O2 while you're still under contract, which you can do for free. If you are on a normal 24 month contract, in order to cancel you would have to pay off the remaining months of your tariff, less any bolt-ons you may have. The phone would also be yours after you cancel.

Re: Poor O2 network coverage / drop outs / call fails

Anonymous — Sun, 07 Dec 2014 22:38:21 GMT

Im afraid you will have to play the game. Send the phone off to o2 engineers. It will come back fine. Then send an official complaint by email to complaintreviewservice@o2.com and await their final decision. This may take up to 28 days. If service cannot be improved they "may" agree to your request but it is far from guaranteed.

Re: Poor O2 network coverage / drop outs / call fails

Bambino — Sun, 07 Dec 2014 22:46:09 GMT

If Apple have said there's nothing wrong with the phone, then that's probably the case, but if you send the phone to O2 for repair, make sure you have photographic evidence of the condition of the phone before you send it in. There have been a litany of complaints on this forum of phones coming back with cracked screens or claims from O2's repairer that the phone had 'water damage'.

Re: Poor O2 network coverage / drop outs / call fails

MI5 — Sun, 07 Dec 2014 22:51:31 GMT

A report from Apple to say the phone is OK should be sufficient but at least it will support you in the event of any funny business from Anovo

Re: Poor O2 network coverage / drop outs / call fails

Anonymous — Mon, 08 Dec 2014 07:08:55 GMT

Hi dumbartonguy

Welcome to the Community Forum.

Are these issues everywhere or in one location ?

Have these issues just started - I understand you've Spoken to O2 a few times ,but was all ok previously when you opened up the contract ?

Get your friends on O2 having issues to report them too to lend weight to your claim.

Try your SIM card in another phone as a process of elimination. O2 shops give out free SIM card adapters to make your Nano Sim Card in to a micro or standard one if an alternative phone does not take a nano sized one.

Help link of help tips ->

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Self-help-guide-Is-the-network-down-for-me-or-everyone/m-p/593752#M59833

O2 has a tool app called MYNETWORK which can be used to report issues your having.

Check your service masts via ->

http://status.o2.co.uk

We have heard it's possible to have a Conteact quashed under certain circumstances and if the handset is returned.

As said you would need to follow o2's procedures.

Re: Poor O2 network coverage / drop outs / call fails

Anonymous — Mon, 08 Dec 2014 09:05:25 GMT

As others have suggested, make a formal complaint to begin with and see what they offer you.

I had a similar issue and after pointing out their own T's & C's such as section 2.2 "You're entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care" and "Sometimes technical issues or outages on our Network can occur. If something goes wrong, we'll try to fix it quickly" along with other conditions I felt they haven't kept to, O2 offered to cancel my contract for free if i returned the handset.

They also offered me a hugely discounted early termination fee if i chose to keep the handset.

Good luck