Hello everyone
I have had an ongoing known issue with O2 where a mast has been down in the area where I live and work, they have confirmed the issue when I originally phoned and complained.
The mast has been down for over 9 months now and it has meant traffic congestion on the closest available mast available, throughout the duration of this time I have been in the scenario that if I cant connect I am left in the situation where it will show I have a network connection and mobile data available but that's not the case and the phone is unusable.
I was given a £20 credit when I first complained but have kept the complaint open as the issue is still ongoing.
In the months that this has been going on they have contacted me only on 2 occasions with offers of £30 and then £50 but I have declined these as I pay £54 a month and have had issues for 9 months now.
My email complaint never received any response apart from the automated one that comes but as I say they have contacted me twice only in that whole time.
I asked for a letter of deadlock and was told this would be arranged, I chased them up about this 2 weeks later and was told I would have to email the complaints team and the previous agent had miss advised, I stated that they never reply to emails from my experience and insisted that the letter be raised, Im now a further 2 weeks down the line and absolutely no sign of the letter.
I had raised the case through a third party called resolver and they say I can now escalate this but the deadlock letter will better assist me.
I'm not sure what to do now as Ideally I would like fair compensation and/or the ability to be released from my contract without further penalty to go to another operator with better service.
