o2 service in my area is truly appalling

[sickscenes]

o2 has long had abysmal service in my area and it is getting worse and worse. 

I have tried numerous avenues including raising a complaint with Resolver (no response), calling 202 from my o2 handset (completely fobbed off) and the livechat on this website (about as much use as a chocolate teapot). 

o2 have been "fixing" the issue with the signal for over a week and a half now with no meaningful updates other than 'we are still working on it.' o2 engineers must truly be some of the least competent in the entire industry. 

If anyone is aware of any other avenues I can pursue this via? I rely on using my phone has a hotspot and I am completely unable to do so. 

At minimum I should not be paying anything towards my mobile phone bill until they have finished "fixing" the issue and ideally I should get a partial refund for all of the months of my bill where o2 were not fixing the issue but the signal was still terrible.

Mainly typing this to rant tbh but it is so frustrating. This business puts our bills up year upon year for no other reason then greed and cannot maintain a functional network. Sad thing is I've been a customer for so many years now but I'm going to have to leave if no resolution soon. 

[madasaf1sh]

@sickscenes 

A week and a half of naff all time in the world of infrastructure repairs and even fault finding, and there could be multiple challenges to even get access to the mast.. 

You wont get owt out of o2 for it as like all Mobile Networks, do not guarantee a fault free network, dont guarantee coverage, or 100% service uptime, it is quite clearly spelt out in your T&C's you agreed to.. 

If you want to leave then look at this guide Guide: Cancelling Your Contract  but you will need to pay off any remaining minimum term remaining. 

I would also suggest testing coverage of the other networks by getting some PAYG sims.. 

Also try WiFi Calling and look at these guides Guide: How can I sort out my network issues? Guide: Is the network down for me or everyone? 

[sickscenes]

Looks like I'll be off then!

Goodbye, o2. It was a pleasure at the start but turned into a soul-destroying nightmare of money-grabbing, low effort and hatred, much like my first marriage. 

As a parting shot I've just referred my unresponded-to Resolver complaint to the ombudsman. Might as well cause some admin on the way out.

[Enlli]

Absolutely nothing we can do here and it is unlikely Customer Services can help.

As per the terms and conditions you are not guaranteed a signal 24/7

All you can do is use the O2 My Network App to report faults and get updates.

But if it's been bad for a long time then try PAYG SIMs from other networks, find the best one and then move.

[sickscenes]

"As per the terms and conditions you are not guaranteed a signal 24/7" and yet I still have to pay when there is no signal. 

Everything that is wrong with rampant capitalism in a nutshell. 

Of course, if the boot was in the other foot and I refused to pay o2 I'd be in court so fast my head would spin. 

C'est la Vie I guess. 

[japitts]

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@sickscenes wrote:

o2 engineers must truly be some of the least competent in the entire industry. 

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It's impossible to reach that conclusion without having detailed knowledge of the fault scenario.

@sickscenes wrote:

"As per the terms and conditions you are not guaranteed a signal 24/7" and yet I still have to pay when there is no signal. 

Everything that is wrong with rampant capitalism in a nutshell. 

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You'll find almost identical T&Cs on all UK networks.

[Oxonian]

When did you submit your complaint @sickscenes ? 

Bear in mind that you cannot escalate to the Ombudsman without a letter of deadlock until eight weeks have elapsed :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.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.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact.

The experience of some members of this community is that O2 will often make an ex-gratia credit if a customer has signal issues. Have you asked them to do so ?