No network for 5 months, date keeps rolling

[JamesM]

Posting on here as not sure what else to do. Signal went down on October 14th, message and app said a local traffic incident had damaged the mast… i live close to it and didn’t notice but ok fair enough. Said give them 48 hours but that changed to end of October, then multiple dates across Nov-Jan and now it’s mid feb. No one knows anything when you call, all they can tell me is what I can already see on the app. Someone must know if the parts ordered, when it arrives, if the works booked in etc? Does anyone know how I get an answer or how to complain at the right level as I keep getting shut down and told it’s pointless by the people on the phones. I’ve got 5 contracts in the family that are all currently pretty useless!

[MI5]

O2 will never tell you @JamesM 

All you can do is check here for updates O2 Service Status

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

Use resolver for best results.

[JamesM]

Thank you. It’s so bizarre that it’s knowledge they don’t provide their customer assistants with. Someone’s got it… anyway, thank you.

[madasaf1sh]

@JamesM 

The reason they dont provide it the Customer Services team, is to not set unrealisitic expectations, as things in the IT Infrastructure realm at the moment are so fluid that things change daily on lead times, and things are always been pushed out, wich sounds like what has happened here..

[Heka]

I'm walking in exactly the same shoes. 

O2 switched off the service in last May at my workplace where i mainly (would) use mobile internet. Customer service is unavailable. Callback is unavailable. Whenever i can reach online chat, we run the same circles. Try to restart the phone, change sim card, again and again. Im tired, i fed up. 8 months of struggling. Enough. Ive cancelled my direct debits, and i go to the court if its needed. They said, theres no guarantee that theres a good signal everywhere. Yes, but it used to work here, this is why i signed the contract for 3 years. Believe me, nobody cares. Nobody at all. Maybe i go to the shop personally and make myself visible, if you know what i mean.

[Enlli]

@Heka Cancelling you direct debit is absolutely the worse thing to do  however frustrated

O2 will simply pass your details to a debt recovery company who will take on the debt and it's them you will be fighting. Experience says the customer seldom wins.

Your credit records will be ruined so say goodbye to another contract, loans or the chance of a mortgage. 

I'll ask one of our forum advisors to contact you

@O2Emma can you help @Heka ?

[madasaf1sh]

@Heka 

If they turned off service, then either your employer has terminated the deal with o2 to provide service, or where the mast was, has been decommissioned due to the landlord not wanting a mast on their property, and wanting normally to sell the land on, BT have had this problem.. 

o2 DO NOT provide 100% geographical coverage and no network does..   

Best thing to do is pay off your contract and move elsewhere, as you could be in a land of hope waiting for someone to agree to new mast been put up.

[Heka]

You might be right. But what can i do? Ive been trying to contact to the customer service for 8 months. Nobody listens. I got stuck with this contract which doesnt work anymore. Ive been paing for an unavailable network for 8 months. Even the horsedck has an end. In a normal country companies like this would burn.

[Heka]

You might be right, but its their problem. They dont care how i earn my money to pay my bills either. My employer use o2 phones too and we struggle with all of them too, but its not my problem, its not what i pay for. This is a huge industrial estate, please find a place for a mast if they want to collect money from customers. This is a malicious way how this company works. They make people (and companies) sign long term contracts, then they switch off the service but keep collecting money. They ignore all the complaints, make customer service unavailable, and customer shall go to the dck of the death. 

[Enlli]

As I said earlier I would tag an advisor.

However it is late, so if she doesn't reply I'll ask @O2Ryan to pick it up in the morning.