topic Re: No O2 signal for more than 2 weeks in Discussions & Feedback

No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:02:48 GMT

Had no signal in Tarbert, Loch Fyne for more than 2 weeks. Vodafone and EE are fine - only O2 is useless. Online chats for more than an hour are fruitless - I'm losing a lot of business because of this. Any suggestions as to how to get O2 to show even the slightest interest in resolving this issue?

Re: No O2 signal for more than 2 weeks

MI5 — Sun, 25 Jan 2015 13:09:37 GMT

Report it through the My Network app and ask as many people that you can to so the same http://www.o2.co.uk/apps/my-network

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:11:17 GMT

Is your service status showing an issue.

Input your Full Post Code here to check your local Masts -> http://status.o2.co.uk {If a mast shows an issue a customer can now ask Customer Services to keep them updated on its Status via Text or eMail}

If alls showing as fine then as a process of elimination can you try your Sim Card in another phone to rule out either the Sim Card or Phone which may be at fault.

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:11:35 GMT

Have you checked the status on http://status.o2.co.uk to see if there any issues?

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:18:22 GMT

Yes - there is a problem with the mast in the area - no O2 customers have a signal here. O2 admits there is a fault but is doing nothing to address it - no idea why. One of the comments from the online chat is that it is because we live 'in the Highlands'. Not quite correct and not much of an excuse either.

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:19:00 GMT

Thanks for the advice - will do that!

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:21:38 GMT

Hi - no it's not the phone. If I walk to the top of the hill or leave the town I have a signal (as do all other O2 users). It's just in the town itself.

Re: No O2 signal for more than 2 weeks

jonsie — Sun, 25 Jan 2015 13:42:19 GMT

Yes a little pointless having the phone checked if everyone is having the same problem. Hope they get this sorted for you asap.

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 13:45:09 GMT

O2 will be doing something about it, you just don't know what that is @Mallemok.

There can be many reasons why a mast can take time to be repaired including:

1. Site access. Most masts are on private land and o2 have to request permission to access on many older contracts.
2. Parts are expensive, sometimes costing tens of thousands of pounds, you will appreciate they don't keep many in stock just in case.
3. Many faults are outside of o2's control. In one case recently a site was down for months due to a water leak affecting electrical access. Little o2 could do.
4. Fibre networks. Much of your phone use travels down the fibre networks so if BT or Virgin Fibre are having issues that will impact on your service.
5. Engineer capacity. Recently a number of engineers were despatched to Scotland due to bad weather conditions there, which can impact on repairs elsewhere.

Whilst these and other examples don't solve your issue, it might help to explain why a repair might not be instant.

Have you tried TuGo? (Assuming it is available for the o2 service you use? )

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 15:39:08 GMT

Hi @Anonymous

I've done a bit of "digging" and at the moment O2 are waiting for a third party supplier to assist with restoring service.

Hope this helps

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 14:08:49 GMT

Presumably in a case like this where O2 have apparently acknowledged the problem is their's, the OP could/should be eligible for some sort of "goodwill" gesture by way of financial recompense if that has not already been offered?

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 14:17:14 GMT

You presumed correctly @Anonymous . They get a refund for the days they haven't been able to use it and at the advisor's discretion a gwg may apply .

It's better to let the outage be fixed so that you know the total amount of days you have been with no service and then call 202 .

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 14:23:55 GMT

I have always considered it unfair that o2 know of the service failure but expect customers to phone in after the event for a refund or gwg. This puts extra pressure on the call centres as well as leading to a two tier system.

O2 should refund as a matter of prices automatically the days lost for those customers living in that area.

I realise people move about and may get service elsewhere but putting the onus on the customer all the time is where business is unfair.

Re: No O2 signal for more than 2 weeks

Anonymous — Sun, 25 Jan 2015 14:30:42 GMT

@Anonymous wrote:
You presumed correctly @Anonymous . They get a refund for the days they haven't been able to use it and at the advisor's discretion a gwg may apply .
It's better to let the outage be fixed so that you know the total amount of days you have been with no service and then call 202 .

Thanks @Anonymous - that's useful to know.

Re: No O2 signal for more than 2 weeks

Anonymous — Mon, 26 Jan 2015 11:29:35 GMT

http://www.telegraph.co.uk/finance/newsbysector/mediatechnologyandtelecoms/telecoms/11364203/Three-owner-Li-Ka-shing-to-buy-O2-for-10bn.html

Maybe this has something to do with it? 'under investment' and 'debts'. What better way than just pass the buck.

Re: No O2 signal for more than 2 weeks

Anonymous — Mon, 26 Jan 2015 13:38:07 GMT

Or perhaps the £1.5 million o2 are spending every day just hasn't reached your area yet.