Please: DO NOT choose o2 as your provider.

[Anonymous]

Hi,

Since day 1, o2 have not offered me a service. I signed up to o2 in October 2015 on a 4G contract for 24 months.

Within the first couple of days, I noticed that I was consistently getting "No Service" at home. I could turn "Airplane Mode" off and back on again to receive connection for another 10 minutes or so. I went straight back into the store in my "14 day Cooling off Period".

I was told (which was CLEARLY a lie) that a mast is down in my town, and engineers are "working hard to fix it". Well, 12 months on and nothings changed.

A couple of days ago, I lost quite an important bit of business for me, as I couldn't take the call due to "no service", and someone else subsequently won the business.

I went into my local o2 shop to which the advisor in store lives in the same town as me and agreed the "Service is shocking". However, he wen't on to explain that he "can't help you because your not actually an o2 customer". HOW ON EARTH CAN I NOT BE AN O2 CUSTOMER, IM SURE IF I DIDNT PAY MY BILL, YOU'D BE STRAIGHT ONTO ME.

I mean, I pay o2 £40 per month and yet im "not an o2 customer"? SERIOUSLY?

They told me to go next door, into Carphone Warehouse". So I did, they told me never to go into the o2 store, as they're useless and "will do anything they can not to help you".

I've been repeatedly told to use the "TuGo" app, which, for me isn't a solution. Telling someone to use a "VOIP" app (Voice Over IP) isn't a solution to network problems. You're just removing them from your network entirely and therefor shunting all responsibility away from yourselfs (as usual).

I have been back and forth with o2 since day 1, trying to resolve this. They WILL NOT HELP ME. I just get passed from Customer Services -> Network Team -> o2 Guru -> Customer Services -> Network Team ->So on and so forth.

I don't understand how in 2016, o2 can't even provide a stable connection. Nor can they offer 2g data network, when others in my household on EE get full 4G connections all of the time. I CAN'T EVEN GET A VOICE CONNECTION. (NO SERVICE!!)

o2 have essentially now told me, my only option is to pay o2 £245 to cancel my contract.

WHY AM I LIABLE FOR A £245 CHARGE WHEN YOUR NOT PROVIDING ME A SERVICE.

The  contract works both ways, my responsibility is to pay the bill, on time each month. o2 responsibility is to provide me a network, with as many minutes, GB of data and texts as agreed when signing.

In my opinion, the contract is void as O2 aren't fulfilling their agreement.

o2 refuse to help and half the time claim I'm not even an o2 Customer. So now, I either stick with a contract that doesn't work where I live. Or pay £245 to o2 because they can't provide me a service.

Absolutely shocked at the level of service and the customer service received from o2.

How on earth you can claim "Best in customer Service" I don't know.

Again, PLEASE DO NOT CHOOSE o2 as your provider. They've been loosing market share slowly over the last few years and are now the smallest of network providers. This shows, as their equipment is clearly well out of date and cannot keep up with demand. 

I wouldn't be suprised if in a couple of years, o2 sell out (no doubt to EE) and no longer operate independantly as they're completely shocking.

Thanks.

[Cleoriff]

Hi @Anonymous

Your only option is to make a complaint here http://www.o2.co.uk/how-to-complain

Please take note of the option to use Resolver within the complaint link

Edited to add the Resolver link https://www.resolver.co.uk/

[Anonymous]

Hi,

Thanks for the response.

Serious question here, is there any point in me making a complaint? I've wasted more than enough time with o2 and got ABSOLUTELY no where. Also, based off the "Service" I've received from o2 so far, I'm not holding my breath anyone will even read the complaint.

[MI5]

We know from previous customers in the same situation that if you continue to pester complaint, the CEO and possibly even the Ombudsman that they will eventually let you return the phone and walk away, however, you do have the added complication of taking the contract through CPW so in effect you are paying them for the phone and O2 for the service.
If you had gone directly to O2 you could have just bought the phone and walked away.
Keep pressing them anyway and good luck.

[jonsie]

Being on a 24 month contract did you take this out with a third party? Are you on a business contract?

Is it only in your home you have a problem?

Did you try networks with a free payandgo similar before taking out the contract?

All questions that need answering. If this has been since day one you had a right to cancel within `14 days, long gone now.

I do sympathise but if you are running a business you need an alternative method of contact such as a landline.

Tugo does work well on Android but not as good on ios unfortunately. 

Other than making a complaint and checking the coverage in your area I'm not sure what else you can do. You may have grounds to get out of the contract without penalty but you need to do all the chasing and complaining.

http://www.o2.co.uk/contactus

http://www.o2.co.uk/how-to-complain

[adamtemp64]

Only by following the full complaints process will you get help.

Last time I checked o2 were still no 2 above vodafone and three only ee merging orange and T mobile created ee as no 1 in fact o2 grew customers in the last financial year

[MI5]

Tugo now works fine on iOS since the iOS10 changes.

[jonsie]

BUT not 12 months ago when maybe the OP tried it.

[Anonymous]

Hey,

1 - CPW has nothing to do with it. I'm an o2 customer simple as that. CPW and O2 can argue that out if they like but both sides, CPW and O2 have claimed I'm neither of their customers. So, I keep asking myself, why on earth am I even continuing to pay this? No one seemingly wants me as a customer. 

2 - I'm on a Pay Monthly contract, taken out at CPW with O2.

3 - If you'd actually read my original post, you wouldn't have asked that. As I've already mentioned that I went back in, the very next day. To utilize my "Cooling Off Period". However I was blatantly lied to as they told me (the o2 staff), a "Mast is down in your area and is being fixed as we speak", "please be patient as our engineers are working as hard as they can". 12 months on, this mysterious mast must still be broken.

4 - I have a landline, however using my landline is not a solution to this problem. O2 seem to think shifting you away from their network and utilizing the other services I pay for is a valid solution. If I wanted to do that, I wouldn't have signed a contract in the first place. Using Landline is just as bad, if not worse, of a suggestion than using the TuGo app.

5 - TuGo CANNOT be offered as a solution. This uses your WiFi and "VOIP" to communicate. This means that o2's network is COMPLETELY eliminated from the process. Again, this ISNT a solution to your network issues.

6 - When I was finding a contract. O2s "Coverage Checkers" reported "Good 3G Signal, Indoor and out". "No 4G in your area". Thats fine, 3G is perfect for my needs anyway. However, 3G is non-existent. Neither is 2G. I'm VERY lucky if I even get enough signal for voice call as the majority of my time spent at home is "No Service".

I'm sorry, but I feel again, the blame is being pushed onto the consumer and O2 CAN'T / WON'T take responsibility for anything.

I give it another year or 2 before O2 can't operate independantly as you clearly can't keep up with competition in terms of equipment and service.

[Anonymous]

WHY oh WHY is everyone at O2 obsessed with TuGo.

THIS IS COMPLETELY misadvising your users. TuGo DOESN'T use your Network, it uses WiFi. 

I presume you know this but don't care?

Also "adamtemp" I don't know where you're getting your facts, but they aren't the statistics I find when doing research. O2 consistently place Last / Second to Last in the majority of categories (including Call Performance / Network Performance and Customer Service).