I phoned O2 customer care regarding the lack of signal on my Iphone 3G, whilst at work 8am-6pm I cant make/receive calls/texts, they checked the local area where I work (Central London, SW1P ***) and told me that there was no works being carried out on the masts in my area, so it must be my iPhone that has an issue. Seeing as it was out of warranty, I'd have to get another phone. As a result I signed up to a new 18month contract and paid out £90 for an upgrade.
Only to be emailed by another O2 representative a week later stating that they are carrying out upgrade works in my area, and that they should be finished by 21st Dec (meaning I've had no signal in the centre of London for 2 months!).
To make matters worse, I have tried for the last 3 days to get though to someone regarding this matter, only to be told that "your systems are currently being upgraded" so no-one can deal with my issue. Then once I finally got through to someone that said they'd deal with my complaint, they then at the end of the call told me that their system was also "down" and after promising me that they'd record my complaint, told me that actually they couldn’t because of their "system" being down! Finally the last person I got through to picked up the phone and immediately before I started talking was laughing down the phone, and cut off the call, so after being on hold for a while just cut me off.
Seeing as my decision has been made completely based upon a lie, and that O2 can not even provide me with a basic level of service on my phone, I really feel at the very least I should have some form of compensation. I am thoroughly unimpressed by the service I've received to date, and I'm positive that should I wish to break the contract and move to Orange that I’d be well within my rights. It would be a shame after 6 years with 02 but can't help but feel it's necessary.
Has anyone had an experience with this kind of situation? If so what was the outcome?
