Mast not working for a month in the Abersychan area. O2 still charging for airtime

[Anonymous]

Can anyone tell me why I should be charged for airtime when I have not been able to use my mobile from home in the Abersychan postcode area of NP4. I am registered for updates that tell me nothing. I have the Tugo app to use with home wi-fi, but this is not always successful. My wi-fi is supplied by Bt and I pay Bt for that.

How long is this going to continue? 

[Bambino]

@Anonymous This is a customer to customer forum. You need to speak to customer service. http://www.o2.co.uk/contactus

As you've been without service for so long they may offer you a goodwill gesture or a discount, but that's not guaranteed.

[MI5 · Accepted solution]

To explain why you have to pay:
Your contract states that you will pay monthly for the service. The O2 T&C's that you agreed to state that the service is not guaranteed 100% of the time, but you still have to pay.
The T&C's also state that O2 will take all reasonable precautions and attempt to provide a satisfactory service. If this fails you should raise a complaint http://www.o2.co.uk/how-to-complain
However, as stated, you may get a goodwill gesture once the mast has been finally fixed.

[Anonymous]

Also they won't give you a timeframe for repairs but you can subscribe to updates

[Curr946]

in all fairness, you should get a rebate on rental, but not the full amount. Also, as your using tugo your not losing out really. But as previously stated, the only way to get this sorted is to raise a complaint.