No network

[Anonymous]

I've had no O2 network service since Weds evening (12/12/12). Thought it could be my phone so drove 12 miles to nearest O2 shop. They were helpful and gave me new sim to try even though I said it was the network at fault as my phone worked when I was away from my house. Nothing on the 'live issues' page of O2 website though. I have reported this fault several times by various methods now but am not getting any update. I used to live in London where network faults were sorted in 24 hours. Seems that O2 aren't good at repairing rural transmitters? 😞  - So O2, how long do I wait? Is anyone going to send me an update? Do I get a refund on my monthly rental charge since I can't use the service? 

[MI5]

You won't get an update i'm afraid as the engineers don't seem to feedback to CS 😞 If you give CS a call you will most likely get a good will payment off your bill but I'd wait until the mast is fixed first.

[perksie]

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@Anonymous wrote:

 Seems that O2 aren't good at repairing rural transmitters? 😞

Do I get a refund on my monthly rental charge since I can't use the service? 

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Not true, I live in a rural area and my local mast went down two days ago, this morning it is now reported as fixed and my service is back to normal, so it's unlikely to take any longer than necessary regardless of where you live.

Have you reported the issue directly to O2?

It can take longer when the engineers cannot get access to the masts due to needing permission when they're on private land, parts are needed etc.

As above you should be able to get a refund if you ask when it's fixed.

[Anonymous]

Thanks for the advice folks. I know 'it's only a phone' but still frustrating, especially when it's for work. I will wait for service to re-connect before calling CS again. 

[Anonymous]

Another point, every time I check the live network coverage on the O2 website, it says everything is working fine in this area but it hasn't worked for 3 days, so why doesn't the website reflect this? 

[MI5]

The status checker is not always reliable unfortunately.....

[perksie]

You can check mast locations here:

http://sitefinder.ofcom.org.uk/

You have to bear in mind this is wireless not magic, there are many variables involved as to why signals can vary quite widely.

[Anonymous]

Thanks Perksie. The nearest O2 mast is site no.3522 which I guess is the one causing the network problem as once I'm 2 miles down the road I get a good signal again. 

[perksie]

I hope they get it fixed for you soon.

[Anonymous]

Hurrah, after 15 days of having no service here in the sticks, the O2 network is back up! Apparenty it was because of a mast upgrade from 2G to 3G. I have spoken with Customer Services (waited 7 minutes to be connected on 202) and they are going to credit my account in January for the loss of service. So THANK YOU for that O2. My only gripe was that when I first reported the network down, the O2 shop and customer services didn't know why and I spent lots of time on this plus driving around, and changed my sim card etc before someone eventually said it was a transmitter mast maintenance/upgrade. So could I suggest that any planned O2 maintenance work is available to all O2 shop staff and the website reflects scheduled work? It would save customers alot of frustration. Thanks. That said all O2 staff were freindly and polite. Well done.