Dreadful Signal

[Anonymous]

In my home postcode o2 state "good indoor and outdoor" 2g coverage. I get intermittent service.

Today I spent half the day in Dunster in Somerset. Absolutely no signal at all. When I get home I looked at the coverage checker and it reads " good indoor and outdoor" 2g coverage.

This is now happening more and more often. So what is the problem? Why are o2 not sorting out the basics?

Across the social network I see thousands of posts criticising o2 but rarely see anything re Vodafone, Three or EE. Clearly this is an o2 issue.

Thoughts on a postage strap please

[perksie]

As I understand it, all 4G contracts have a 90 day happiness guarantee.

It's not so easy if you're not covered by that as there is no guarantee of a consistent mobile signal to anyone.

It's a wireless signal which is prone to all kinds of interruptions and any provision will always be on a best efforts basis.

Good luck with any claim.

[Anonymous]

Hi Mandy

The guidance given here by Perksie & MI5 is correct.

1st. Take up with CS
2nd. Take up with Complaints Review Service.
3rd. Await CRS final response.
4th. If still unhappy then can take to Ombudsman Service.

In my opinion the o2 signal across the Midlands and down to the South West has dropped significantly. Mr Dunne (02 Chief Exec) has gone on record and said it is not as a result of the 4g rollout. However something has gone wrong. I have never known the o2 signal to be so bad.

O2 appear to be somewhat in denial although I understand they are losing customers. (I.e. losing more than gaining). O2 are NOT listening and this is having a knock on as unhappy customers are ever more vocal.

If o2 continues to disregard customers, with Vodafone's Project Spring, EE's 4g rollout and 3 giving 4g at no extra cost with their rollout, o2 could find themselves in a bit of trouble. O2 talk about investing £1.5m per day improving the network and when putting 4g into an area they are also improving 2g and 3g. The rollout is fast, 28% of the population already have 4g available in their area. However Vodafone are investing £2.5m per day. (I don't know about EE & 3).

O2 - you need to listen to your customers or you risk alienating them and ultimately losing them.

[Bambino]

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@MI5 wrote:

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@Anonymous wrote:
Thanks, Iv already raised with o2 complaints and spoken to cs

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Then after 8 weeks, if no resolution, you can contact the Ombudsman to look into it on your behalf......

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As tedious as it may seem, you have to go through the proper procedure if you want to cancel. If you just cancel your direct debit and do not pay, it will affect your credit rating. Be aware of this before you do anything on your own.

[Anonymous]

Well A little update, I am awaiting an outcome from the ombudsman at the moment and will keep you posted with that, the lady from the ombudsman service said I have a good case as they have not taken me seriously and just fobbed me off. O2 don't seem to give a crap about their customers at all and Im sick to death of it! I don't understand why they are not obliged to supply my with a useable service but I am obliged to pay for something Im not getting!! Just to rub salt in the wounds I got an email yesterday telling me that because they are dedicated to giving the best service they are putting up my bill 2.7%......have my wages gone up by 2.7%?? NO they are the lowest they have been since I hvae been in my currant job wich is 10 years.  O2 listen to your customers you are loosing them, I have 3 friend due an upgrade with o2 who will also be leaving o2 now for similar problems.

[Anonymous]

Good to hear your taking it all the way do let us know how you get on

[Anonymous]

Just out of interest what did o2 say to you on their final determination letter?

Did they offer to release you from your contract?

[Anonymous]

Nope, last I heard from o2 was an email saying they are not obliged to garantee my coverage and maybe the problem was due to may walls being too thick! (I have been in the same house for 7 years and the coverage issue has only be present for 5 months) my walls have not changed in thickness during this time! I replyed with this and told them I was now going to the ombudsman and all they could offer me was 2 months free line rental. If I wanted out I had to pay the balance of my phone £300 (im on refresh contract) I offered to return phone but they didn't want to know.

[perksie]

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@Anonymous wrote:

 If I wanted out I had to pay the balance of my phone £300 (im on refresh contract) I offered to return phone but they didn't want to know.

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You don't seem to have understood O2 Refresh, the phone part of the deal is a credit agreement not a phone contract, the only way to end it is to pay it off.

It's the same as an old hire purchase agreement and cannot be cancelled by you or O2 unless full payment is made.

It's important to know what you are signing up for.

[Anonymous]

So o2 offered to release you from your airtime agreement? (But you had to pay off the phone? )

[adamtemp64]

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@Anonymous wrote:

In my opinion the o2 signal across the Midlands and down to the South West has dropped significantly. Mr Dunne (02 Chief Exec) has gone on record and said it is not as a result of the 4g rollout. However something has gone wrong. I have never known the o2 signal to be so bad.

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Do not forget that with the cornerstone project o2/voda split the country in 2 for looking after the masts

http://www.telegeography.com/products/commsupdate/articles/2012/06/07/vodafone-uk-and-telefonica-uk-to-merge-network-infrastructure/

So are vodafone now doing the 4g upgrades needed for the west etc hence drops seen by others in the 4g enabled ares in the lead up to switch on of 4g?