Problems in Bracknell area

[Anonymous]

We're a business customer - currently have a large percentage of staff mobiles without coverage within our Postcode area (RG12).
Business support say no ETA and no idea what the problem is - completely useless.

[Anonymous]

We're not suggesting O2 haven't supplied anything that they should have.
Merely that a rough ETA isn't that hard to attain, and must be something they know internally anyway. Passing that information on when a customer asks wouldn't be the end of the world.
If our internet line goes down, we get an ETA for when it'll be fixed. Same goes for electricity, heating, and various other services.
Wouldn't harm O2 to give the customer more information - saying that they are better than the competition (who have nothing), isn't much of a compliment to O2.

Hi devgav
First and foremost, we're sorry for the inconvenience this fault is causing you.
The fact that the fault is listed on the status page is (as far as it can be) a good thing - it means that we're aware of the issue, and that engineers are working hard to get it fixed.
However, fault resolution on cell sites doesn't come without its fair share of hurdles - there could be problems with getting access to the land that the site's on, or with getting an obscure spare part that's needed to that location. Some of the different parts of a cell site (both hardware and software) need the attention of an specialist engineer, but that can't be determined until the fault's been identified and evaluated. These are just a few of the reasons why faults can take a little longer to fix than first thought, and that's why customer service don't have any timescales to quote - the first guess could end up being wildly inaccurate if more than one of the above factors were to creep in.
We understand that it's frustrating when technology fails - but what's more frustrating is broken promises. For that reason, customer service will only be able to advise that we're aware of an issue and working to fix it - empty promises aren't helpful for anyone.
Rest assured - I've seen the engineers at work in the past and can guarantee that there's something going on right now to fix that fault, even if it's not apparent to you at the moment. They'll have it fixed as soon as is humanly possible.
I realise this reply still doesn't give you any ideas (and I'm afraid there's very little more that I can offer in that respect) but I hope I've clarified why that's not always the best way, and managed to reassure you that every fault suffered is given our full and urgent attention.
Thanks
Chris

[adamtemp64]

Thanks Chris for the input