topic Re: How long to fix a mast ? in Tech Support

How long to fix a mast ?

Padman — Sun, 07 Jul 2024 12:36:48 GMT

So I was moved from VirginMedia to O2 on 2nd Feb 2023. Had no issues with mobile signal at all on VM.

After switching to O2 we found texts a phone calls would not work most of the time while in home village.

The Network checker says we should get good 3G coverage and good outdoor 4G coverage.

This was not happening so on 5th Feb 2023 I set an alert on the network checker that I had a problem.

It said there is currently a mast issue. My wife was moved to and has the same issue. My daughter on O2 has same issue when she visits.

The facebook community forums confirms same issue.

Dispite many 'phone calls to O2, who just say it is being worked on, the fault has never been fixed and the network check still says they are working on a fault - 18 months later with no fix.

Can anybody from O2 confirm what is an acceptable fix time?

I have had faults and complaints raised and so no resolution.

Re: How long to fix a mast ?

madasaf1sh — Sun, 07 Jul 2024 12:43:36 GMT

@Padman

No one from o2 will tell you anything on this forum, as this is a customer to customer community...

Coverage checkers are a computer generated guess based on perfect conditions, and should not be relied on as to what coverage you will actually get, the only way to do that is to get some sims and test..

And as per the terms and conditions you agreed to no network guarantees coverage, and it sounds like either the landlord where the mast resides has asked for it to be removed (to probably build houses) or o2 have removed it completely.

Have you tried a new sim card if still using the old Virgin Media (belgian sims)??

I would suggest if you are out of contract getting some pay as you go sims and testing coverage , then port out and move networks..

All you can do is keep on at o2 if you want to stay with them..

Re: How long to fix a mast ?

Padman — Sun, 07 Jul 2024 12:52:14 GMT

@madasaf1sh - thanks for prompt reply.

Had three different handsets/different numbers - all have same issue.

Current phone is now a eSim and no change.

I will now call them and hassle them every week.

The issue is only at home and in most of the village.

One I'm travelling or at work there are no issues at all.

Re: How long to fix a mast ?

Bambino — Sun, 07 Jul 2024 12:57:08 GMT

@Padman If your issue is only at home, here's your solution: Wifi and 4G Calling explained | O2

Re: How long to fix a mast ?

Padman — Sun, 07 Jul 2024 13:05:39 GMT

@Bambino- the problem is within the village and not just at home.

We use wifi calling at home - but that doesn't resolve the text issues.

@Bambino wrote:
@Padman If your issue is only at home, here's your solution: Wifi and 4G Calling explained | O2

Re: How long to fix a mast ?

Bambino — Sun, 07 Jul 2024 13:13:40 GMT

@Padman You hadn't said you were using WiFi calling, which is why I suggested it. Have you tried sims from any of the other networks?

Re: How long to fix a mast ?

Padman — Sun, 07 Jul 2024 13:20:22 GMT

Only got people to test their non-O2 phones which work OK.

The village facebook community has a long running ever growning "O2 not working" thread.

The issue come about by VM moving customers from their own (I think EE) service to O2.

The network check actually shows the Masts in the area - and there doesn't appear to be one.

The village is in the middle of a circle where all the masts are several mile away - but does claim up to 4G coverage.

I've had a couple of texts from O2 saying they can't get access to the mast due to the landlord.

I often start to get a string of texts as I drive out of the village.

Re: How long to fix a mast ?

Bambino — Sun, 07 Jul 2024 13:28:36 GMT

@Padman O2, nor any other network guarantees 100% coverage. If non-O2 phones work, and getting coverage at home is a priority, then you need to think about changing providers.

Re: How long to fix a mast ?

Enlli — Sun, 07 Jul 2024 13:37:58 GMT

Landlords and land owner being tardy on access is on the increase as they push for a larger rental fee and hold the networks to ransom. If it's landlord problems it can entail the network getting in the legal people as each landlord signed up to an access agreement

The other thing these days is that networks don't necessarily own the masts themselves.

You can phone and hassle them but Customer Services are just likely to fob you off, sad to say

Re: How long to fix a mast ?

MI5 — Sun, 07 Jul 2024 13:58:43 GMT

@Padman

Assume you know where the mast is and who owns the land it's on, so go give them some pressure to allow O2 access to fix it.

Re: How long to fix a mast ?

madasaf1sh — Sun, 07 Jul 2024 14:06:52 GMT

@Padman

Virgin wasnt with EE for a good number of years, and moved from EE to Vodafone to now o2...

Have to agree with @MI5 if you know whose land the Mast is on get the village to put some pressure, or the local parish councillors to put some pressure on the land owner..

As without access to the mast you are up poo creek without a paddle, as if it goes legal it could take years to resolve...

Re: How long to fix a mast ?

japitts — Sun, 07 Jul 2024 21:18:52 GMT

The vast majority of network faults are rectified quite promptly, but there are innumerate reasons why fixes sometimes get delayed.

Third party or external factors usually feature somewhere in protracted cases, and if there is a legal dispute then those can take as long as they take to resolve - although the timescales mentioned in this thread are somewhat unusual.

If the site is greenfield or rooftop, a structural issue can also prevent access.

Virgin Mobile was an EE-MVNO until they moved to VF in early 2020. As part of the UK-JV between O2 & Virgin Media, the user base has now been moved to O2-direct.

Re: How long to fix a mast ?

Padman — Tue, 01 Jul 2025 17:15:19 GMT

One year on and issue is still running. Occasionally a 5G symbol pops-up but will not last more than a minute or so before the O2 network vanishes again.

As O2 coverage checker still say our signal is really good and the service status always says there is currently a mast fault - getting compensation now.

It is really just the loss of texts while at home which is the issue. And the service is excellent once out of the village.

Re: How long to fix a mast ?

pgn — Tue, 01 Jul 2025 19:57:00 GMT

Check out WiFi Calling if you have good home broadband and WiFi @Padman

https://www.o2.co.uk/connectivity/wifi-and-4g-calling

Oh and: https://community.o2.co.uk/t5/Welcome-News/SMS-over-Wifi-Calling/m-p/1526303/highlight/true#M37604