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Level 2: Apprentice
Posts: 13
Registered: ‎22-10-2018
Accepted Solution

Mast fix expectations...

"TS7***

Sorry a phone mast in this area isn't working

This means your service might come and go until we fix it.

Updated 11:34 (refreshed hourly). Recent faults might not show yet."

My Mobile Broadband has had a flaky signal / slower than a tortoise since Tuesday 16th (discovered, on returning from holiday)

Moaned at live chat on Sunday 21/10/2018 (severely frustrated, by day 5)

What's reasonable expectations, service restoration, and bill credit wise on this one (ongoing) ... I'm just over 12 months, into a 24 month MBB contract

(... depending how long this goes on, will determine my renewal (or jump to 3 MBB) options in just over 11 months)
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Level 47: Going Places
Posts: 5,929
Registered: ‎26-03-2014

Re: Mast fix expectations...

Unfortunately o2 never give out an expected date for a fix as some things are out of their hands.
You could try phoning customer services to see if they will tell you what the hold up is but there are no guarantees.
Advice if you were seeing this problem on a phone would be to choose a different signal to use (swap from 4G to 3G) but not sure if this is possible on a MBB device...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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Level 2: Apprentice
Posts: 13
Registered: ‎22-10-2018

Re: Mast fix expectations...

Live chat "promised" 48hrs, but I'm inclined not to believe them.. Watching this space, for the 48hrs to expire tomorrow lunchtime

And the swapping from 4G to 3G, the MiFi has done that by itself, as the next serviceable mast being just under a couple miles away, street-light style, just over the brow of a hill.. Dial-up era speeds, on the edge of reception, on a semi distant transmitter
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Level 1: Joiner
Posts: 2
Registered: ‎22-10-2018

Re: Mast fix expectations...

I ,too am very frustrated  regarding having no phone access.

I am now on day 4 of- no signal in your area- Mast down.

I have also been on to On-line chat,which wasn't very helpful. It was suggested driving out of area, which is no resolution. I asked what mast was working nearest to me and got no answer

'We hope to resolve this within 5 days', simply isn't enough.

I use text messages constantly and have no idea of how many important messages. I have missed so far.

My expectation of O2 is that they contact customers with information and updates re: progress of this issue,which they don't.

I also would like to know if O2 will be compensating customers for this severe service disruption.

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Posts: 90,023
Topics: 745
Registered: ‎14-01-2013

Re: Mast fix expectations...

@fyodor@Matty_b

You could download the My O2 app which at least allows you to report it that way. The more people who do this the better. https://www.o2.co.uk/apps/my-network

*The Game Is On*

Most-Helpful-MemberFriendliest-MemberMost-Useful-GuideBest-Feedbacker
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Level 47: Going Places
Posts: 5,929
Registered: ‎26-03-2014

Re: Mast fix expectations...

[ Edited ]

I would be dubious about the 48 hour fix from chat as well.
Have you used the my network app to report the outage @Matty_b or @fyodor?
If you do that then you can (I think) you can also submit a number to be informed of updates.

 

Edited to correct username

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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Level 1: Joiner
Posts: 2
Registered: ‎22-10-2018

Re: Mast fix expectations...

Thank you all for responses. Much appreciated.
I will submit a report.
It is just so annoying trying to work from home without access to my phone plus the lack of information to customers from O2....
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Level 2: Apprentice
Posts: 13
Registered: ‎22-10-2018

Re: Mast fix expectations...

Thanks... Though, my handset is with another network, so I don't know if the app would fail because of this (I'm MBB only) ... I'll give it a go though
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Level 2: Apprentice
Posts: 13
Registered: ‎22-10-2018

Re: Mast fix expectations...

Yeah, it downloads and works on another net Smiley Happy
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Posts: 80,567
Topics: 573
Solutions: 3,881
Registered: ‎04-01-2009

Re: Mast fix expectations...

The My Network app is the best option for regular updates and the Resolver route for any complaint. I do hope this is sorted for you asap and until WiFi calling is supported for any phone, these type of problems will occur time and again.