Solved: Mast Problems

Anonymous · ‎10-03-2014

We had a fault on a mast near us and it was not fixed for 5 weeks, the past week it has been not to bad but today although I had 4 bars of signal could not use phone at all this morning. This is getting very bad and O2 is not providing the service they should. I have tried cancelling contract but they say I have to pay, WHY if you are giving a rubbish service. I have taken legal advise and kept records of phone calls and faults and I should be able to cancel without any settlement.

MI5 · ‎10-03-2014

@Anonymous wrote:
So if 5 weeks isn't long enough to cancel without settlement is 5 months with a mast suffering from excessive use to the point the data signal is unusable?

As you know, O2 will look at each case on an individual basis and may decide to make a cost adjustment or some other good will gesture.......

There is no blanket agreement in place for this and so should not be touted as an answer on the forum, however, the correct process is to make an official complaint to have your case looked at as pointed out above by Damien1.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎10-03-2014

Try making a complaint http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref%28user%29:str%28Rel...

I agree 5 weeks is unacceptable the odd outage is to be expected but that long in my opinion is unacceptable

MI5 · ‎10-03-2014

5 weeks is irritating but it's not grounds to cancel a contract without penalty, unfortunately. Check the contract terms and you will see it is stated that no service is guaranteed 100% of the time.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎10-03-2014

Been on the phone for an hour again, guess what mast is down again, what crap service last time said they were waiting for parts, being an engineer myself I have ordered parts from France at 5.00pm and received next day at 8.00pm so why all them weeks for parts.The mast is out in the countryside and on land that belongs to a farmer i know, think this mast needs a tractor driven into it, then it will have to be replaced. Accidents do happen sometimes when you are driving a 220hp four wheel tractor and vey large implement on the back

Anonymous · ‎10-03-2014

At my work I get full 3g and h+ data.

Can I get online?

Anonymous · ‎10-03-2014

And it has been like that since October

Anonymous · ‎10-03-2014

So if 5 weeks isn't long enough to cancel without settlement is 5 months with a mast suffering from excessive use to the point the data signal is unusable?

MI5 · ‎10-03-2014

@Anonymous wrote:
So if 5 weeks isn't long enough to cancel without settlement is 5 months with a mast suffering from excessive use to the point the data signal is unusable?

As you know, O2 will look at each case on an individual basis and may decide to make a cost adjustment or some other good will gesture.......

There is no blanket agreement in place for this and so should not be touted as an answer on the forum, however, the correct process is to make an official complaint to have your case looked at as pointed out above by Damien1.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎10-03-2014

Indeed good advice as always and as has been well documented I have done and receive a sizeable discount of almost 60% but that doesn't make you feel better when you can't get online outside of your home area where there is full 3.9g and you still can't get on line.

O2 really need to sort their network out. It is dreadful down here.

Anonymous · ‎10-03-2014

It seems like they would rather just give you a discount than sort the problem out