Loss of Service In DE4 4JA, Wirksworth, Derbyshire

[Anonymous]

Can anyone help please. I have spoken to "Gurus" in India(?) and sent a message to the complaints team, who reply that it will take 7working  days to get me an answer. Since Thursday 5th December I have had no service in my street. Walking about 500 yards to the main road there is suddenly a service. The coverage site tells me that the is 'a problem' with a mast close to me. This problem seems to have been unresolved for nearly a week.

What exactly is happening? When can I expect to get a normal service back?

[MI5]

We never know timescales, but the fact O2 are aware means they are working on it and they will get it fixed as soon as possible.

[Anonymous]

If there is a mast close to you, your service will be affected.

Unfortunately, o2 can't tell when the service will improve. 

If you have wifi at home, try Tu Go:http://www.o2.co.uk/tugo/want-it

[perksie · Accepted solution]

You can follow the problem here:

http://status.o2.co.uk/

Right now it shows:

Live results for DE4 4JA, Wirksworth, Derbyshire

Sorry a phone mast close to you isn't working

This means you might experience problems making calls, using the internet, or sending/receiving emails in this area.

Updated 12:00 (refreshed hourly). Recent faults might not show yet.

I can't see where a complaint will help, it will be fixed as soon as they can.

[Anonymous]

Thanks for speedy responses.
It seems patience is the only recourse.

[MI5]

You can be sure O2 won't want it broken any longer than is absolutely necessary.....

[Anonymous]

I live on the other side of the Derwent Valley from Wirksworth and have the same problem. The service has been poor since the storms last week (Thursday) and I assume there is a connection. As a customer paying for a service, I fail to see why some indication of time for the fault to be resolved, is not possible. 

[Bambino]

Because the reason for the repair not being resolved may not be entirely down to O2. The mast could possibly be on private land, and they may not as yet have been given access to make the repair. Have you put your postcode in the status checker link in perksie's post above to see if your area is affected?

[perksie]

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@Anonymous wrote:

 As a customer paying for a service, I fail to see why some indication of time for the fault to be resolved, is not possible.

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 All pay customers pay!!

There is no answer you can be given, large areas of the country had problems with high winds causing masses of damage, so you'll need to be patient.

[Anonymous]

I had already tried the status checker which yielded the same result.

I don't buy the private land reason as I can't believe O2 would negotiate a wayleave agreement for the mast without including the necessary access for maintenance. I could understand more perhaps it if it wasn't an O2 mast and they were reliant on vodaphone or whoever to fix the fault. 

I work in the transport industry. If I pitch up at Derby station and a train is late I expect to have an indication of how late and some indication of why. The train company and infrastructure provider work to provide that information for the customer.