Local Mast Down For Over 3 Weeks

[Anonymous]

Hi

my local mast has been down for over 3 weeks! i am unable to send or reply to calls or texts, i spent all last friday afternoon trying to get an anwers, after waiting 15-20 minutes just to talk to someone! i was passed around the WORLD several times, this happend on 4 occasions!

Were can i find out when the mast will be repaired???

[Bambino]

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@Anonymous wrote:

Hi MI5

Were not powerless as we can move to another provider, even if your contracted. O2's contract/policy is not Law, the law of the land is gospel and O2 have to abide by that. If your unable to use your phone in the area you live then there not proving a service (coverage at the time of contract) Also if they send you a change of T&T you dont have to agree and can also use that as a get out clause

Jon

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I would be very careful about any decision you make regarding leaving in the middle of a contract. O2's Terms and Conditions would need to be read very carefully. They usually cover their backs for things like this, and you just walking away would only be detrimental to you, not O2.

[MI5]

What I meant was that all networks write the clause into their T&C's and all networks are susceptible to downtime....
It would also take more than 3 weeks for o2 to roll over and let anyone out of contract FOC.......

[Anonymous]

Hi O2'ers

I agree O2 will try there best to get what ever monies they see fit, however the mast has been not working for over 3 weeks and there is NO answer as to when it may be fixed,  and when i checked O2 web site before i took contract out it was working fine and was the main reason for going with O2, if the service has changed and there is NO coverage in my area "What is the point of having an O2 phone"? ask yourself the question if you couldnt use your phone would you pay every month?

If the needs must i would go to court and argue this case, however if O2 would be more customer friendly and knew what the left and right hands are doing they might be able to give me an answer as to how long! They cant keep me waiting on the never never and expect me to pay! would you?

[MI5]

Good luck mate.
Advice given here in good faith. Breakdowns happen and they get fixed and then things break again..... on and on....
You are in contract and have to pay - 3 weeks is not long enough (legally) to argue a case for anything else (however annoying it might be).
Nothing else we can do for you but do let us know how it goes please

[Anonymous]

The very best of luck jonmark

I look forward to a reasonable amicable update.

[Bambino]

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@Anonymous wrote:

Hi O2'ers

I agree O2 will try there best to get what ever monies they see fit, however the mast has been not working for over 3 weeks and there is NO answer as to when it may be fixed,  and when i checked O2 web site before i took contract out it was working fine and was the main reason for going with O2, if the service has changed and there is NO coverage in my area "What is the point of having an O2 phone"? ask yourself the question if you couldnt use your phone would you pay every month?

If the needs must i would go to court and argue this case, however if O2 would be more customer friendly and knew what the left and right hands are doing they might be able to give me an answer as to how long! They cant keep me waiting on the never never and expect me to pay! would you?

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If you think you're within your rights, and walk away from a contract you agreed to, without going through the proper complaints process, all you'll end up with is a marker on your credit rating. That will entitle you to not getting another mobile contract for at least six years, or a contract for anything else for that matter, including a mortgage. We are all customers here, and are only advising what we know to be true from the experiences of others who have posted on this forum, but if you think you're in the right, take your best shot.

[Anonymous]

I have put a complaint in to O2 customer services last week and are waiting for a reply, i also i have a web chat transcript from last week asking for an explanation, and a log of all my calls, dates/times & names etc, but to no avail. I will wait until customer services get back to me before making any decisions.

As for credit reports they are unable to do this until the court has made there decision. Im not one to be intimadated by large corporation's, i have taken a few to small claims court and had bailiffs on one occasion. 

[Bambino]

No one here is trying to intimidate you. We are merely passing on our advice based on others who have had similar experiences to yours. We also know the results of those experiences. If you want to take on O2, you'll have a lot to prove that they aren't doing what they can to rectify the situation. If a local mast is down in your area, you aren't the only one being affected. You may be offered some compensation for the time you've been without service, but it's highly doubtful that they will let you walk away from your contract. Whatever you decide to do, it's entirely your choice.

[Anonymous]

I appreciate what you say, im not looking for compensation, just a good service! with NO end in sight and NO reply from O2 with no outcome to the mast repair then i have exhausted all options. I also have informed offcom of the situation. How long would you wait before walking away? 1 month 2 months 3 months and continue to pay for a service you can not use? i would be interested to hear.....

[MI5]

You can't just "walk away" as we have been saying all day. You need to follow the official complaints process and if that goes to deadlock you can then, and only then, get OFCOM involved (they won't be interested at all now).
O2 won't let it go that far though without some form of mutual resolution http://www.o2.co.uk/how-to-complain