Solved: Mast down in E9 7PQ

Anonymous · ‎22-04-2016

I have just read a post in the section on Mast down that could have been written by me. We have moved in to a new flat and still cannot get broadband because of problems with BT. We have no mobile phone reception. I have contacted O2 on an almost daily basis since we bought the flat on the 26th February. We just go round and round in circles. The girls in the call centre in South Africa do not have a clue, they just look at the web site the same as I do. It has now been very nearly two months and the live checker always says the same thing, mast is down. I would really appreciate some real information as then I could make an informed decision. Like: We have no coverage in this area and are in negotiation with the council for installing a mast. Could take up to 12 months. Or: we are missing some crucial parts that will arrive in UK in two weeks. Or: We have a huge backlog of work and in all honesty will not get to this mast for six months. I could then decide whether to leave O2. As it is we have limped along with the feeble hope something will happen.

I would also like to say that O2 public relations is hopeless. What is the point of that call centre? It is a waste of money. Feeling fed up. Sarah

Bambino · ‎22-04-2016

@Anonymous you can make a formal complaint here http://www.o2.co.uk/how-to-complain If you've been without any service for that long, you should be entitled to compensation, and, I would think, be entitled to cancel the remainder of your contract without penalty, if that's what you decided to do. Do you know if you can get a signal with any other network where you are?

I DO NOT WORK FOR O2

MI5 · ‎22-04-2016

O2 never give out info on repairs other than that on the status pages.

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 · ‎22-04-2016

The networks T's & C's state that they must provide a reasonable level of service.....it seems in your case they are not.

I had the same issue a while ago and after requested a letter of deadlock they discharged me from my contract

Bambino · ‎22-04-2016

@Anonymous you can make a formal complaint here http://www.o2.co.uk/how-to-complain If you've been without any service for that long, you should be entitled to compensation, and, I would think, be entitled to cancel the remainder of your contract without penalty, if that's what you decided to do. Do you know if you can get a signal with any other network where you are?

I DO NOT WORK FOR O2

Anonymous · ‎22-04-2016

http://www.o2.co.uk/how-to-complain

Or google the o2 ceo email address

adamtemp64 · ‎22-04-2016

Looking at that post code you have 4 masts approx 400-600 m away I am unsure why you have no signal at all as the status page is showing orange (reduced) and not red (no service) is this a data only issue or no service at all? Have you tried enabling 3g only or 2g only in phone settings ?

But as others have advised a complaint via the official chanels is the only way forward.

Did you take the o2 contract out after you had moved or before your move and all was ok in your previous home (as the get out of jail free card is going to be hard if the latter)

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