No service

[Anonymous]

Post code SN104BP. No coverage for 5 days now. O2 www coverage checker says all of fine. O2 guru says mast down. Really poor information from O2. Does anyone know what's going on?

[Cleoriff]

Hi @Anonymous No we wont unfortunately. If you have done all the checks required then you really need to make a complaint if you aren't getting service you are paying for...

http://www.o2.co.uk/how-to-complain

[gmarkj · Accepted solution]

You could always report the issue after doing a search on http://status.o2.co.uk/
Sometimes it takes people to provide feedback before they know about an issue.
However if you have done this then as @Cleoriff says then a complaint is the next step.

[MI5]

Raising a complaint isn't really required in this case and certainly won't resolve a mast issue.
O2 will usually make a goodwill gesture anyway, after the mast has been repaired.
Unfortunately there are lots of reasons why access to the mast may be an issue or waiting for parts etc and there's nothing that can be done other than allowing the Engineer to do his work.

[Cleoriff]

I know it won't resolve the mast issue @MI5 but it may provide some recompense for the OP who is without a viable service.  This was the reason I suggested this route...

[gmarkj]

It might also flag that the mast is still down - looking at the OPs post code on the status site it says no problems...

[MI5]

It could be a phone or sim problem and nothing to do with the mast?
@Anonymous have you tried rebooting the phone or checking if others have a problem too?

[Anonymous]

Done all the usual stuff, phone off on, remove/ replace SIM. O2 coverage checker says all ok but Guru and service team can see a mast issue. Been 5 days now and O2 seem unable to give any real useful information.

[MI5]

O2 never give any information regarding mast repairs as they feel that expectations may not be met if they promised a date and something unexpected happened to prevent completion of repair.
Keep reporting the problem on the status page and you can call CS to get text updates for when the repair is actually complete, but not much else you can do for now sadly.

[Marjo]

Hey @Anonymous how are you getting on? Did you manage to get service in the end?