topic Re: Zero signal in the village of Yateley, Hampshire in Discussions & Feedback

Zero signal in the village of Yateley, Hampshire

Anonymous — Sat, 27 Jun 2015 21:07:35 GMT

Hi.

I'm very new to this, so please forgive me if this has already been posted.

I live in the village of Yateley in Hampshire, and for the last 6 weeks I have had no signal on my o2 phone. I have been a customer of O2 for a number of years and never had an issue like this before.

We have a very close community in Yateley, and it appears that I am not alone with this issue, in fact numerous, possibly hundreds of residents are having the same problems. We have reported these issues to O2 countless times, but keep being fobbed off with excuses, such as "it's your sim card" "It's your phone" "There are no issues with service in your area" "O2 don't guarantee you service in your home" After many long telephone calls with O2 we have now found out there are mast issues, which have been down since late May 2015.

As a pay monthly customer, I can't use my phone to send or receive text messages or phone calls at home or anywhere in the Yateley area, other residents are in the same situation, some worse, as their business contact is their O2 phone, meaning they can't receive any calls for their business.

Quite honestly, I'm getting sick and fed up of having to pay for a contract I can't use, and many others are feeling the same. O2 aren't offering any compensation, as they are telling us there are no problems.

So... My questions are: Does anyone know whether there have been similar issues in other areas, and how were they resolved by O2, and secondly, who can we write to at O2, at the highest level to get a proper answer to our questions and to discuss compensation to customers? We won't give up on this!

Many thanks.

Re: Zero signal in the village of Yateley, Hampshire

Cleoriff — Sat, 27 Jun 2015 21:24:24 GMT

Hi @Anonymous

I know you have had network problems for a long time but am posting this help link in case there is anything you may have overlooked

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

I know sometimes if people have had ongoing network issues they may be offered compensation....You need to register a complaint... http://www.o2.co.uk/how-to-complain

Re: Zero signal in the village of Yateley, Hampshire

MI5 — Sat, 27 Jun 2015 21:40:53 GMT

Keep an eye on the status checker http://status.o2.co.uk/ and send an email to the CEO's office if you feel strongly enough about it, but I'd try complaints first.
Google for the CEO's email address as I'm not allowed to give it to you on here.

Re: Zero signal in the village of Yateley, Hampshire

perksie — Sat, 27 Jun 2015 22:15:03 GMT

It seems the mast is down:

Live results for Yateley, England, Hants

Sorry a phone mast close to you isn't working
Sorry, there's a mast near you that isn't working and we're waiting for our third party supplier to visit the site to fix the problem.
We apologise for any inconvenience.

Re: Zero signal in the village of Yateley, Hampshire

jonsie — Sun, 28 Jun 2015 07:53:40 GMT

Still down and if it's been down for 6 weeks then it's totally unacceptable.

Re: Zero signal in the village of Yateley, Hampshire

MI5 — Sun, 28 Jun 2015 10:07:51 GMT

The "third party supplier" needs sacking !

Re: Zero signal in the village of Yateley, Hampshire

jonsie — Mon, 29 Jun 2015 07:00:42 GMT

Third party supplier, change them!

Re: Zero signal in the village of Yateley, Hampshire

carpets — Mon, 29 Jun 2015 20:51:23 GMT

Why can't O2 just stop fobbing us off with excuses and get there finger out and force the third party engineers to get this sorted

I am a Yateley resident myself and have also had no service for 3 weeks. I am being told different excuses each time I call O2 plus I have received texts to let me know the issue is ongoing. I know it is so stop telling me as this gets me more frustrated with O2

If O2 piggy back Vodafone then surely they have enough weight behind them to get the mast fixed. Using the TiVo app does not help if you are outside. Although I have been told I would be compensated I would prefer a service that works and is reliable. JUST GET IT SORTED O2! Talking of compensation, O2 even tried to get me to accept compensation last week with the view that I wouldn't call for updates at all - as you can gather I didn't accept untolvtge mast was fixed

Deal with it O2

Re: Zero signal in the village of Yateley, Hampshire

MI5 — Mon, 29 Jun 2015 21:04:00 GMT

Looks like it's Voda engineers that are the 3rd party O2 are waiting for......

Re: Zero signal in the village of Yateley, Hampshire

carpets — Mon, 29 Jun 2015 21:12:24 GMT

What are they waiting, they have been waiting long enough and the customer is the loser in all of this - especially those with O2 business accounts who rely on this service working or the parent has a medical condition that may require the child to contact her. Not good if O2 aren't pushing this to be done. May have to get the Ombudsman involved if nothing is done soon. Don't care who fixes this as long as it's fixed and sooner rather than later

Re: Zero signal in the village of Yateley, Hampshire

MI5 — Mon, 29 Jun 2015 21:44:35 GMT

Couldn't agree more - have you tried the official complaints service?
http://www.o2.co.uk/how-to-complain

Re: Zero signal in the village of Yateley, Hampshire

carpets — Tue, 30 Jun 2015 08:47:01 GMT

Not yet I haven't but that will be the next step. I understand if parts have to be ordered that there will be a small delay but 3 - 6 weeks that is just a bit excessive! I will update when I have contacted them and received an answer

Re: Zero signal in the village of Yateley, Hampshire

jonsie — Tue, 30 Jun 2015 09:20:40 GMT

Others have got out of a contract and been allowed to leave without penalty after prolonged periods without service. You do need to go down the complaints route though first.

Re: Zero signal in the village of Yateley, Hampshire

carpets — Tue, 30 Jun 2015 21:52:02 GMT

Been in touch touch and the agent I spoke to did seem a little bit more sympathetic, not that it helps with the issue but more understanding all the same. She agreed it was an unacceptable length of time to be without service without the aid of wifi and assured me she would escalate this herself and advised I do the same via their complaints process and sent me the address rather than looking for it myself.

They won' t know what hit them when they receive it!

You would think with all these complaints they would just push to get it done to get us out of their hair. Maybe they like talking to us!

Let's hope we can get something sorted but will go to the ombudsman if not. Don' t want to really leave due to the principle of all this but if I don' get anywhere with this I may have no choice

Re: Zero signal in the village of Yateley, Hampshire

Anonymous — Sun, 19 Jul 2015 10:08:22 GMT

hi @carpets and @Anonymous

You may already be aware of this , but I'll post it just in case. O2 had to remove their mast due to the landlord redeveloping the land and they have maximised the nearby masts to increase signal where they can.

Service Update

We recently decommissioned a mast in Yateley which has resulted in a reduction of coverage around that area. Unfortunately this couldn’t be prevented and we're sorry for any inconvenience this may cause. We have maximised signal for surrounding sites and we're working to make a new mast live as soon as we can. Did you know that O2 TU Go lets you make and receive calls and texts using your mobile number when connected to Wi-Fi? It’s available on phones, tablets and laptops. Click on the link here http://www.o2.co.uk/apps/tu-go
Updated 10:30 (refreshed hourly). Recent faults might not show yet.

Re: Zero signal in the village of Yateley, Hampshire

jonsie — Sun, 19 Jul 2015 10:14:45 GMT

To me, that's a good argument for leaving the contract. I can fully understand a mast being decommissioned but this has impacted on everyone in the area. It's a change from the original good signal over a long period of time with no end date given as to when the mast goes live. There can really be no argument given the facts.

Re: Zero signal in the village of Yateley, Hampshire

MI5 — Sun, 19 Jul 2015 10:20:11 GMT

Definitely a case for an official complaint http://www.o2.co.uk/how-to-complain