Awful 4G Speeds

[Grimers]

Hi all,

I am in the process of moving to 3 due to awful 4G speeds on O2 in my area. My concern is that I could potentially incur an early termination fee of nearly £300, but I can't justify paying that because frequently I couldn't use the 4G service (slow speeds/non-existent connectivity even with good phone signal), which meant it was not just having a major impact on my personal life but also my ability to run my own business. I have acquired a PAC code, but my number has not been moved over to 3 yet. I have tried to raise a special case with O2, but most people I have talked to have emphasised that I will need to pay the fee, only 1 person said they could waver it. If I do have to pay it, then I will have to move back to yourselves, but then I will not be able to use the 4G service that I have paid £25/month for, which I think isn't acceptable.

I would be interested to know where to go from here.

Thank you!

Will

[MI5]

@Grimers 

Officially, you need to follow the complaints process and see if they will give you written confirmation to leave without penalty.

They may do if you have a refresh contract and return the phone https://www.o2.co.uk/how-to-complain

[Grimers]

Hi @MI5,

Thanks for your reply.

I am already in a coversation with a Resolution Expert via email, so I will see what they say.

[MI5]

Good luck