bad connection

[Anonymous]

for over a month i have had a bad connection at home.

I`ve checked the live status checker online and the message

i get is

Sorry a phone mast close to you isn't working

Sorry, there's a mast near you that isn't working due to fire damage. We`re working to fix the problem.

We apologise for any inconvenience.

Updated 18:30 (refreshed hourly). Recent faults might not show yet.

will you get a team of engineers to fix the bloody mast.

i mean seriouly,over a MONTH.how long does it take.

[adamtemp64]

Well too many variables to say when as o2 never publish estimated fix times .

Just contact o2 customer services and ask for compensation when fixed .

see here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Self-help-guide-Is-the-network-down-for-me-or-e...

[Cleoriff]

Hi @Anonymous No one from O2 will see your post here. You can complain if you want to follow that route

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

[adamtemp64]

Also from your post "

due to fire damage. We`re working to fix the problem."

That could take a while depending on the actual damage

[Bambino]

It takes as long as it takes. Fire damage is serious. The entire mast could have burned down. The mast could be on private land that O2 needs permission to access. There are a myriad of reasons why it's taking this long. O2 are obviously aware of the problem. It's not in their interest to see customers without service. When you are in an area where you can get a signal, call customer service. As you have been without service for so long they will hopefully offer some compensation. http://www.o2.co.uk/contactus

[MI5]

If it needs a completely new mast entirely it could take 2 to 3 months.
Wait until service is restored then call cs and ask for a goodwill gesture on your account for the service downtime. It isn't mandatory but most times they will give a credit on your bill. http://www.o2.co.uk/contactus

[adamtemp64]

Similar thread with a postcode http://community.o2.co.uk/t5/Discussions-Feedback/O2-mast-down-in-W10-4DN/td-p/943582 and that mast is still down  due to a fire

[gindygoo]

Have you installed TuGo to help in the mean time? You do need WiFi for it but at least you'll get calls and texts this way.

You'd need to be within a signal to set it up as you're texted a code to activate it.

[jonsie]

If the area is being upgraded you need to have a little patience I'm afraid. It does take time, my area was 14 days in total but it was worth it.

[MI5]

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