Mast down TW18 - no way to get a respose

[Anonymous]

The mast in the area of my work has been down for 3 days now (No 3G/Data signal) the "status update site" recognises there is a fault but there is no way for me to enquire when it is going to be fixed.

IVR is beyond shocking and getting to talk to anyone in customer service is impossible.

Does anyone know how I can get an answer on when the mast will be repaired?

To be honest without a 3G signal I may as well return my new phone and subscribe to Vodaphone as they have a strong signal here (my work phone)

[Bambino]

O2 does not give estimates on repair times for obvious reasons. If it is showing that they are aware of the problem it will be fixed when it's fixed. If you just took out a new contract you can cancel within 7 days. If it's past that, you cannot just return your phone and subscribe to a different provider unless you pay off the remainder of your contract.

[Anonymous]

Thats not very encouraging, but thank you for the answer.

It has been less than seven days so I've still got the option, I feel like a hostage to a wall of no way to contact and no service level commitment

[adamtemp64]

you can contact o2 by live chat and email if you cannot phone live chat is in the contact us link at the bottom of the page but the email link is very well hidden but try here https://www.o2.co.uk/apps/help/help

O2 have made it very clear in the t&C about level of service. Aas this is happening in only one location when you are out of that area you could always call 202 and report it giving the exact postcode of the area affected.

[Anonymous]

Super Adam, Thank you I will try these contact points, as you predict mobile chat is not possible.

[adamtemp64 · Accepted solution]

but live chat from a pc / laptop will work

[Bambino]

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@Anonymous wrote:

Super Adam, Thank you I will try these contact points, as you predict mobile chat is not possible.

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As you said in your first post, O2 are aware of the situation, so using Live Chat will not get you any further. You will get the same response as you did from calling. If anything, it will only complicate it, as most of Live Chat is outsourced, and the reports of misinformation given out by Live Chat are legend on the forum.

The hassle of cancelling your contract and changing providers because of a temporary fault are a little drastic, in my opinion, but as always, it's your choice. No network will ever guarantee uninterrupted service, and outages happen to all of them. If you find a network that has never had a problem and never will, let us know so we can all move there.

[aldaweb]

As your on the M25 boundary I would think the mast may be being 4G enabled as it's available in neighbouring areas though not comprehensively.

[perksie]

It should be working now as the work has been done:

Live results for TW18

Our network is currently working fine

We've been working on phone masts in this area in the past 24 hours. Sorry if you couldn't use your phone.

Updated 16:00 (refreshed hourly). Recent faults might not show yet.