Ongoing O2 Complaint

[Dave202412E]

Hello everyone

I have had an ongoing known issue with O2 where a mast has been down in the area where I live and work, they have confirmed the issue when I originally phoned and complained.

The mast has been down for over 9 months now and it has meant traffic congestion on the closest available mast available, throughout the duration of this time I have been in the scenario that if I cant connect I am left in the situation where it will show I have a network connection and mobile data available but that's not the case and the phone is unusable.

I was given a £20 credit when I first complained but have kept the complaint open as the issue is still ongoing.

In the months that this has been going on they have contacted me only on 2 occasions with offers of £30 and then £50 but I have declined these as I pay £54 a month and have had issues for 9 months now.

My email complaint never received any response apart from the automated one that comes but as I say they have contacted me twice only in that whole time.

I asked for a letter of deadlock and was told this would be arranged, I chased them up about this 2 weeks later and was told I would have to email the complaints team and the previous agent had miss advised, I stated that they never reply to emails from my experience and insisted that the letter be raised, Im now a further 2 weeks down the line and absolutely no sign of the letter.

I had raised the case through a third party called resolver and they say I can now escalate this but the deadlock letter will better assist me.

I'm not sure what to do now as Ideally I would like fair compensation and/or the ability to be released from my contract without further penalty to go to another operator with better service.

[MI5]

Marjo told us ages ago it was on by default on 360 accounts.

There is no longer an option to turn it on in MyO2.

[Oxonian]

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@Dave202412E wrote:

Thanks for the reply, I should have put in the OP that its more a concern of going to ombudsman without the deadlock letter.

Is there any particular reason @Dave202412E as to why you are concerned about going to the Ombudsman without a deadlock letter - or a "final position letter" as O2 term it ? 

Certainly, O2 themselves acknowledge that you can do this :-

Customer+Complaints+code+250924+V0.2.comp.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.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.

You just need to ensure that a full eight weeks have elapsed following submission of your complaint.

Please let us know if we can help further. 👍