on 09-11-2024 11:13
I have been getting text updates every few days regarding a transmitter issue in my area. Basically I am getting either a very weak or no signal at all. First text was on the 31 Oct, advising 48 hours to fix. Then on the 2 Nov, advising 5 days, then the 7, advising 7 days. I want to discuss this with someone, both to find out what is happening, but also negotiate a reduction in my bill for the time I am without signal. There now seems to be absolutely no way of contacting anyone at O2. I realise the online chat is no longer available on the website, just a useless bot. Last time I had an issue, I was advised to use the O2 app. However this also now seems to be just a bot, offering generic solutions to everyday issues. I have repeatedly requested to speak, or at least to message a 'real' person, but keep going around in a loop. At the end I am sent a survey asking 'how did we do', and after I enter 'extremely dissatisfied, and no, you did not answer my problem' it then cuts you off. I honestly think the only way to resolve this is to cancel my contract with O2 and go with someone better, such as EE. This is unacceptable and terrible customer service - I have been with O2 for over twenty years, and this is the reward one gets!
on 09-11-2024 11:28
All networks experience problems and the Terms and Conditions you read and signed tell you you are not guaranteed signal 100% of the time.
Once it is fixed you can speak to O2 and they may make an ex gratia payment.
No one from Customer Services will be able to tell you anything more re your network problem
All the ways to contact O2 are here
Guide: How to find help & contact O2
If signal is poor at home consider wifi calling
https://www.o2.co.uk/connectivity/wifi-and-4g-calling