topic Re: No response from customer services in Tech Support

No response from customer services

Avinunca1 — Sat, 27 Jan 2024 17:41:24 GMT

Twice now I have emailed O2 to complain about poor mobile data provision in Shrewsbury town centre. Twice they have acknowledged my complaint telling me they would respond within 7 days. First email from them 31st Dec and second 20th Jan.

I suspect O2 have moved internet provision away from older networks 3g/4G etc to 5G.

Just a short walk away from the town centre I am easily able to use message services and call up websites. In the centre however it is very difficult to use services requiring mobile data and I have to use wifi from shops or cafés. My phone of course does not have 5G.

Calls in and out work fine.

Question is - does O2 still respond to complaints or do they ignore them?

Re: No response from customer services

MI5 — Sat, 27 Jan 2024 18:03:13 GMT

@Avinunca1

They have so many complaints it's taking weeks to get a response.

Report issues through the My Network app but no one will give you updates on any aspect of the network.

My Network App - Find Out More About Your Network Coverage | Apps | O2

Re: No response from customer services

pgn — Sat, 27 Jan 2024 18:05:08 GMT

Could also be oversubscription @Avinunca1 - too many people in the same area all using the network.

You used to be able to get around this briefly by switching your phone down from 5G to 4G or 3G, but even that is a bit hit and miss these days.

Download and set up the O2 MyNetwork app (it needs a login) to monitor places you visit regularly and let O2 know that way about poor signal or performance. Good luck.

Re: No response from customer services

Avinunca1 — Sat, 27 Jan 2024 18:16:54 GMT

Signal is usually good. Will try the app but can it register poor mobile data supply?

Re: No response from customer services

Enlli — Sat, 27 Jan 2024 18:22:12 GMT

This is what I get for area around the centre.So sometimes it will be better that others.

That from My Network and yes you can register data problems.

Not having 5G to take some of the strain won't help

Re: No response from customer services

Oxonian — Sun, 28 Jan 2024 16:28:36 GMT

@Avinunca1 wrote:
Signal is usually good. Will try the app but can it register poor mobile data supply?

@Avinunca1

You've not told us your postcode so I cannot show your location but you want to go to :-

O2 | Service Status

https://status.o2.co.uk/

This clearly enables you to select data as something that you are having problems with :-

You will also receive updates as work progresses on local infrastructure.

Re: No response from customer services

Avinunca1 — Sun, 28 Jan 2024 18:39:39 GMT

Thank you. I checked the data availability for 1 pride hill shrewsbury and O2 report there is an issue. It's been like this for months if not years. If they don't respond to my compaints I think my only option is to move to another network assuming competitors are better. The thing that stops me is that O2 is as far as I am aware the only operator that hasn't taken advantage of Brexit to charge extra for roaming in the EU. I visited Ofcom's site but looks like my options are limited there too.

Re: No response from customer services

pgn — Sun, 28 Jan 2024 18:59:35 GMT

@Avinunca1 wrote:
Signal is usually good. Will try the app but can it register poor mobile data supply?

Yes, it can and does - and sends report next time it can access the MyNetwork server (via WiFi or via cellular data when you are in range of a decent signal), @Avinunca1.

Your watchpoints also will generate e-mail and SMS to you when any watchpoint has a fault or work in progress. It's actually not a bad app to have, provided you registered on the system behind it on first installation on your handset. Good luck!

Re: No response from customer services

Avinunca1 — Tue, 30 Jan 2024 08:13:35 GMT

I have downloaded the My Network Server app. Will try it tomorrow when i am in the town centre. After pestering O2 on FB I had a response. They couldn't give me any detail on network improvement plans or any timescale. They said to use wifi if I need data!

Just a standard fob off. I wonder whether Ofcom might be interested.

Re: No response from customer services

MI5 — Tue, 30 Jan 2024 09:12:42 GMT

@Avinunca1 wrote:
I wonder whether Ofcom might be interested.

Not in the slightest.

Re: No response from customer services

Avinunca1 — Sun, 07 Apr 2024 16:35:45 GMT

I run the Network Server app whenecer I am in the town centre. It ALWAYS indicates a data problem. I always flag it but nothing happens. Maybe if hundreds of people did the same O2 might improve provisioning.

Re: No response from customer services

pgn — Sun, 07 Apr 2024 17:39:17 GMT

That is how it's meant to work, @Avinunca1 - a social app on many phones reporting home when it can.

I know I get SMS notifications when work is planned on the mast closest to where I work (they were preparing it for 5G not long ago, SMS before work start, during work and after completion, all unprompted - and 4G signal was ropey for a couple of days while work was in progress).

Google Maps does the same, that is how it generates the red and yellow for traffic at various junctions.

Perhaps the My Network app was ahead of its time, O2 used to have some very good ideas for apps, many of which went out to users for a while, and then just got chopped, alas: TuGo was one that I can remember, very useful as it brought the phone to your desktop PC so you could see and send SMS from your "proper" keyboard. They canned it 🤷‍♀️

O2 have a lot to do to get their network up to spec for the additional user load after Virgin Media and O2 merged - but their update to MyO2 has stretched them further than they can go in other areas, I feel.

Keep reporting those signal drops, and I hope WiFi Calling, if you are eligible, works for you in some of these places: https://www.o2.co.uk/connectivity/wifi-and-4g-calling (not available for PAYG customers, Contract only!). Good luck!

Re: No response from customer services

japitts — Sun, 07 Apr 2024 18:45:02 GMT

@Avinunca1 wrote:
After pestering O2 on FB I had a response. They couldn't give me any detail on network improvement plans or any timescale.

This is no surprise. Precise plans on dealing with network rollout, which includes capacity, tech & carrier-adds, will be specific to the teams directly involved. Frontline CS will see the "there is an issue" flag and have limited, if any, further info.

Sometimes fixes are long-term ones, but all operators have these issues from time-to-time - some to worse degrees than others.

Users need to factor quality of network service into their purchasing decisions, and bear that in mind alongside an operator's pricing and other factors.

Re: No response from customer services

madasaf1sh — Sun, 07 Apr 2024 20:41:15 GMT

@japitts

You just need to read some of the more techy communities to see that all 4 MNO's have the same issues in different parts of the country, and a lot of it is down to planning been refused, I think one town had 9 mast applications refused.. and a local group was proud of it, and that town now has poor mobile and broadband coverage...

@Avinunca1

If you log onto your local council planning portal, and see any mast applications then add your support to them, as unfortunately a lot of NIMBYISM in getting infrastructure installed.. Or find a very large local company who is willing to contribute to a mobile network's infrastructure, but make sure they have deep pockets... and raise it with your local council, as it wont just be o2..

Re: No response from customer services

Avinunca1 — Mon, 08 Apr 2024 06:37:10 GMT

https://www.ofcom.org.uk/__data/assets/pdf_file/0017/232082/mobile-spectrum-demand-discussion-paper.pdf

Quick read page 42

This is very informative. Looks like the issue I complain about - non existent mobile data in town centres isn't going away anytime soon. I will look at my council's planning portal. I know a move to BT/EE would help but I stick with O2 as they haven't broken their promise on post Brex**it charging on European roaming charging.

Re: No response from customer services

japitts — Mon, 08 Apr 2024 08:05:27 GMT

@madasaf1sh wrote:

a lot of it is down to planning been refused

That's not even the half of it. From extensive experience, the planning system is a huge frustration for all operators - but there's also plenty of potential for delay outside that.

Technology-adds & carrier-adds can sometimes be as complex as new site builds - it all depends on the individual site config & what changes are needed.

Some networks have been more proactive than others over recent years though, now being a little caught behind others.