No signal

[rjm4591]

No signal for hours now.  This has been going on for several months.  I tried to report via the app but couldn't send...because there is no signal.  Tried Live Chat.  Could only do it via my mobile and my home wifi.  I was on my third conversation when the bright spark at the other end asked me to remove the sim card to give her a number.  I queried whether that would end my conversation but was still asked to do it.  Big surprise, my phone reset.  Worse still I can't get the sim card back in because there seems to be a problem with the carriage mechanism (Sony Xperia XZ1).  So now I haven't even got a mobile to use - mind you I didn't have one before because of no signal.  I really don't know what to do now.

[MI5]

Check here to see if o2 are aware of a fault in your area http://status.o2.co.uk
Some other things to check here https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-can-I-sort-out-my-network-issues/ba-p/10140...
If you can't get your sim back in you could pop in to your nearest o2 shop for help with that.

[rjm4591]

Thank you but I have tried that and evidently there are no problems - a lie as my mobile works elsewhere (or rather 'worked').  I am so disappointed with O2 in recent months.  It is only that I have had reasonable to good service in the past that I've remained loyal.  I'm right in the middle of doing something so can't drop everything to go to town - about 30 mins away - but can't see any other way forward.  Just looked at the carriage for the SIM and memory card.  It doesn't appear to be broken but is now in two parts and I can't see how to rejoin it.  Thank you again for your suggestion

[MI5]

You will find how to complain on this link http://www.o2.co.uk/contactus
I suggest a complaint officially may be a good idea and hopefully get someone to look into the issue for you.

[jonsie]

Use the chat link on that complaint link as you can complain to a specialist complaints adviser. 

Also if you are on contract download O2 Ask for using your phone over wifi when you have no signal. 

https://www.o2.co.uk/help/apps/o2-ask

[rjm4591]

Thank you.  I registered for wi-fi calling and it is now available on my account but I can't find it on my mobile to activate it (O2 supplied Sony Xperia XZ1 from less than 2 months ago).  So its back to no service for me!  So fed up here. 

[MI5]

Unfortunately the XZ1 isn’t supported I don’t think but if you download the O2 Ask app you may be able to use calls over WiFi through that app although it does have some limitations. 

Edit: According to this it is supported https://www.o2.co.uk/connectivity/wifi-and-4g-calling?cm_mmc=googleuk-_-PPC_Direct_Handsets-_-Handse... so look in the phone app settings or in network settings to turn it on. 

You may also have to reboot the phone to get the settings. 

[Martin-O2]

Hey @rjm4591 did you have any success activating wifi calling? 

[rjm4591]

My problem continues (as it does for many other O2 subscribers locally).  I'm fed up with turning my mobile off/on, taking the SIM card out to give it a wipe and all the other suggestions that don't work.  Reporting via the app is convenient but while I have a nice collection of the O2 standard replies I still have a service that is pretty much unavailable to me at home.  Every now and then I might get one bar but this disappears after I pick my mobile up for closer look.  Frustratingly, because I got my phone via Carphone Warehouse, it is unable to make use of the wifi calling at my home.  A woman from O2 contacted me offering to cancel my contract or exchange my phone for a thoroughbred O2 version of my phone.  She said the problem is with the mast and will not be restified any time soon.  I was at work when the call came through so she couldn't do anymore than outline the offer.  She did email me and I responded asking for more details but I have heard nothing more.  In the meantime I have been taking screenshots of my mobile at all times of the day and night to prove that I am not making this up.  I wish the lady who called would respond to my email so that I can move my situation forward.

[MI5]

Maybe @Marjo can help to put you back in touch?