Mast NW9

[Theone1]

The local mast in NW9 hasn’t been working since first week of March. I have contacted various times regarding this and O2 have been an absolute joke in dealing with this. Even made a complaint via their complaints review service is a joke also been two months and they still haven’t responded and states they will respond in 7 days. What is it with this company. I haven’t had worse customer service and the company doesn’t seem to care about anything. 

[Bambino]

@Theone1 I don't know how you reported the outage, but this is the best way to stay informed:

My Network App - Find Out More About Your Network Coverage | Apps | O2

There are too many reasons to list as to why the mast problem in your area hasn't been addressed, and sadly there isn't much you can do about it. You can request that you get some compensation for the lack of service, but it's discretionary, and there's no guarantee.

[Enlli]

Official complaints are taking around 8 weeks at the moment after which you can ask for a deadlock letter and go to the Communications Ombudsman 

Nobody here (we are all customers) or those in customer services will have any information about the faulty mast.

There are a myriad reasons why repairs may take so time. Gaining access on rented property or land is one of them.

If you live in that area use WiFi Calling at home

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

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

[Oxonian]

@Theone1 

Welcome to this O2 customer to customer community. 

The complaints' escalation process to which @Enlli refers is detailed in :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

[japitts]

When network fault repairs take longer than is ideal, and while you're quite entitled to make a complaint, that is unlikely to expedite any repairs.

Delayed fault rectifications are most often due to external and/or third party issues which can be frustrating all-round.

[madasaf1sh]

@japitts I dont think some on this board realise the complexities on fixing infrastructure issues, so just blurt out the same complaint garbage.. 

And the case will be kicked out by the ombudsman more than likely, and if only people read the T&C's and not just blindly click agree as I want my free gift