topic Re: Signal Issues in Discussions & Feedback

Signal Issues

Anonymous — Sat, 07 Mar 2015 19:09:48 GMT

For a while now me, my wife and my father have all been having issues with our signal. My wife has spoken to many different people on the phone about the issue and have been told different things everytime.

We used to get a H+ data signal and perfect call signal in our town and now we are lucky if we get a G data signal and and calls at all. We have found that although we get calls they are intermittent and most of teh time we just get the no signal icon.

The previous call to the last one made we was told that there was no issues in our area and that they had contacted the local area and asked if there was any masts down, we were told that there was none. I then looked on the o2 status web page and it showed that there was a mast down. So we had received some incorrect information from the person on the other end of the phone.

My wife has become ever so more annoyed with the loss of signal and called Friday to try and find out again why we had issues connecting to calls and receiving data when away from a wifi connection. This time she was told that there was a mast down in the area and it isn't a priority to fix as it was "at capacity" and no time frame has been applied to fixing the issue.

As loyal customers with O2 for over 10 years we think that this is quite discusting that you can be told that service to us is not a priority.

I am nearing my upgrade in May and thinking that I am looking at getting the new Samsung Galaxy S6 Edge I feel that there is no point to continue with my loyalty as I can't use my phone unless I am on a wifi connection or I am lucky enough to get a signal.

To put it bluntly we are "PAYING FOR A SERVICE WE ARE NOT RECEIVING"!!!!

We are paying a monthly contract and not being able to use it to it's fullest because "it's not a priority" to fix a mast that is down.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:15:18 GMT

Hi @Anonymous

Sorry to hear you are having issues. Welcome to the community, we are all customers here like yourself.

If a mast is down, then that means there is a fault and o2 will want to fix it.

If a mast is at capacity then o2 will be aware of it but from experience they won't upgrade until the network modernisation team reach your area.

Are you in a city town or village may I ask?

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:16:37 GMT

Yep,

We live in Passfield and literally get no signal whatsoever until we go outside the house and wander down teh road. My neighbours must think I'm mad always wandering out in my slipper with my phone in the air!!

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:16:57 GMT

We are in a town.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:18:13 GMT

Do you know if a local mast has been decommissioned at all? O2 and Vodafone share a project called Cornerstone and where there are duplications then some masts have been removed?

Re: Signal Issues

Bambino — Sat, 07 Mar 2015 19:19:08 GMT

We are all customers here. Sadly, this is a problem we have seen posted here many times before. You can use this link to make a complaint: http://www.o2.co.uk/how-to-complain

If you're nearing your time to upgrade and your phone is unlocked, you could try a Pay & Go sim from another network and see if you get a better signal. If you do, vote with your feet and switch networks. Loyalty counts for nothing these days.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:21:08 GMT

@Anonymous

I agree, in this day and age and we are still having to walk around looking like we are mad holding phones in the air.

Never had an issue until about Dec last year. I got my father moved over to o2 because they had good signal and now feel like I have led him down the wrong path.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:21:54 GMT

Thinking about this logically. If your service was affected by congestion you would still see h+ on your device (or h) but when you tried to use it, little would happen so I think you can rule out congestion.

I think either the 3g cell on your local mast is down in which case call 202 and ask to be put through to Network Services top find out more (you may get fobbed off and told you can't be put through, it's a load of tosh and they should put you through). Network Services will be able to tell you if it is a mast fault but won't give repair timetables I'm afraid.

If it is a decommissioned mast then again Network Services can tell you whereas Customer Services won't have access to that info

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:22:57 GMT

I assume you get 3g if you go to other areas with your phones? You haven't accidentally set them to gsm only?

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:23:34 GMT

@Anonymous
I don't know the answer to that i'm affraid.

@Bambino
My phone is locked to O2, but this obviously down't help my wife and father who are in the same boat + many others that are in the town on O2.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:24:58 GMT

@Anonymous
yes if I go further away and into a different area I get a great signal. I get 4g in a local city only 20mins away.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:26:36 GMT

This does sound like either a 3g faulty cell on the mast or a decommissioned base station.

Recommend you phone o2 on 202 or on 0344 809 0202 from a landlines or other mobile and speak to Networks (not customer services)

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:27:39 GMT

@Anonymous
Thank you for that bit of info I will try this and see what happens.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:28:45 GMT

The only thing it might be is that your local mast might be being upgraded for 4g.

If you go to status.o2.co.uk and enter your postcode, do you see a message under the icon that says if the network is working or not that says something like "Our Network Modernisation Programme had reached your area........"

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:29:28 GMT

I take it if it is a 3g cell issue that this would affect my calls as well not just my data service?

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:31:44 GMT

You are welcome.

With the 3g network, transmission just in the following order:

Calls first then texts then data. So calls are normally ok even with congestion issues because the phone will automatically connect to 2g if it can't call out on 3g and you wouldn't even know it.

Argh 2g. So reliable. ....

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:32:04 GMT

This is what I see on the status page

Live results for Spalding, Lincs, England, PE11 2YT

Our network is currently working fine
If we're doing work on the phone masts near you we'll tell you about it here.
Updated 19:00 (refreshed hourly). Recent faults might not show yet.

Normal coverage for Voice, text and email (2G)
Making calls, sending texts, using email on your phone.
Good indoors and outdoors.
Normal coverage for Mobile internet and voice (3G)
Fast networking. For smartphones, dongles and tablets.
Good indoors and outdoors. Good for mobile broadband.
Normal coverage for Mobile Internet (4G)
Seamless connectivity and mobile internet.
Sorry, we do not have coverage here.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:33:41 GMT

Sounds like a fault with the 3g cell to me then but do call Networks

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:35:34 GMT

Thank you for your help. I will call Networks and see what happens.

Will update after call.

Re: Signal Issues

Anonymous — Sat, 07 Mar 2015 19:36:31 GMT

Good luck and don't be fobbed off