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No signal for months, mast down??

RobK
Level 1: Joiner
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We haven't had any o2 signal at home for months now, our broadband is rubbish so calls over WiFi are very hit and miss.
I have reported this many times and all I get told is "there's a mast down, we'll keep you informed", and I get the same email over and over again:

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Sorry, a phone mast close to you isn't working.

To fix the mast, we need to get into the site. We’re talking to the landlord and will enter as soon as we can. In the meantime, you might have some trouble with your calls, texts and data. We are making progress, please bear with us. We’ll update you by Friday 27th August 2021.
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and nothing happens, just more emails.... and deductions from my bank account for a service I can't use.

Sorry to say but I don't believe these emails and not sure why I'm being told something which is clearly not correct, in my experiences masts only take a few days to get fixed, not months and still counting.

The only place I can get  signal is in the middle of some fields when I'm walking the dog so I have to do all my calls and data syncing then... madness!
What is really going on?

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madasaf1sh
Level 52: Innovator
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@RobK 

 

Unfortunately Landlords have the final say when o2 can access the mast, as the property it sits on belongs to the landlord.   If its a quick reboot of kit then yes a couple of days, but if more serious that requires full access it can take weeks and longer. 

 

I know of 2 masts on other networks that are still out of action 6 months after they where first reported as down, with no estimated fix time... 

 

I know of 2 masts on other networks that have been down since March with no fix estimates even after 5 months...

 

Im not sure what o2 would get out of lying to you, and to be fair they have been very up front by saying its an access issue. 

Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts



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RobK
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ok, fair enough... I wasn't aware it can take sooo long, maybe they need to re-evaluate mast placement if they can't gain access when they need to.

Is there a way to see where the faulty mast is physically located and I'll go and knock on the farmers door.. ?

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madasaf1sh
Level 52: Innovator
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Registered:

@RobK 

Speak to your local council as they decide where o2 can put masts 🙂 

Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

--
We are all customers and dont have access to any o2 accounts



Message 4 of 4
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