I have virtually no signal strength in my area for the last month. O2 post the following message:
"Sorry, a phone mast close to you isn't working.Our engineers have found an issue and we’re completing the arrangements for specialist equipment to come and do the repair. Your signal might come and go until we’re done. Please bear with us. We’ll update you again by Friday 21st December 2018".
The date has changed from 12/12 to 14/12, now 21/12 so it appears no work has taken place and O2 simply change the date as the last date expires. There is no committment made in the message other than to update the message. On contacting 02 they cannot or will not provide any useful information about the real issue and the planned date for resolution - (any proressionally managed organisation should have a plan and schedule for resolution including committments from their contractors and suppliers). So it seems 02 are quite happy for customers to continue paying the bill for an indefinate and undisclosed period until they can get around to resolving the problem and happy to hide behind their telephone support representative by not providing them with anything more informative than the posted message. 02 seem not to realise that it is much better for a person such as myself to have no mobile phone, than to have an unreliable service (and service provider) where people think they can call or text you, but they do not know that you are not receiving their messages or calls. Has anyone else had a similar experience and has anyone managed to extract more useful information from 02 about similar issues. How long should one be prepared to wait before receiving more infomrative information or giving up and switching to another provider with a more reliable service?
