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.

[Anonymous]

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@Anonymous wrote:

Redtitbit,

Thanks for the info about T's & C's.

I've been searching high and low for what service claims they offer in T&C. Now I have this info.

I don't think "No Service" is a reasonable level of service. And I'd love to see anyone that can justify it being so.

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Unfortunately "no service" is reasonable as outages occur and things happen against the networks control however the length of time you are without service is what really matters. Nobody can tell you what a reasonable level of time is so really is just a matter of opinion.....if you feel its unreasonable, make a case.

best of luck

[adamtemp64]

@Anonymous what is shown for your exact postcode the issue is happening at ? http://status.o2.co.uk/ how far are you from the local o2 mast ?

As you have opened a resolver case you can add any other corespondance to the file that you may already have to help your case.

[Anonymous]

Hey,

RedTitBit, I wouldn't say "No Service" is anywhere near "reasonable service".

Ofcourse networks have outages, I work in IT and the majority of my job is resolving "outages" of some type.

However, this "no service" is the standard level of service o2 provide in my area. So either theres clearly an issue with their network where I live. Or it is a forgotten land that o2 don't care about.

Also currently, it states "3g Good Outdoor, OK Indoor". Which has changed since I took my contract as I did lots of research and this was one of the factors that swayed my into choosing O2. 

[Anonymous]

@adamtemp64 strangely, they appear to be doing something in my area in a few days time:

It states:

Our network is currently working fine

We'll be carrying out some maintenance on our phone masts in this area on the 24 January.

Our Network modernisation programme to improve 2G and 3G coverage and roll out 4G has reached this area. It does mean that you may experience intermittent service on your mobile device while our engineers 'do their thing'.

We’re sorry about that, but we’ll do our best to minimise any impact to your signal.

[jonsie]

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@Anonymous wrote:

@adamtemp64 strangely, they appear to be doing something in my area in a few days time:

It states:

Our network is currently working fine

We'll be carrying out some maintenance on our phone masts in this area on the 24 January.

Our Network modernisation programme to improve 2G and 3G coverage and roll out 4G has reached this area. It does mean that you may experience intermittent service on your mobile device while our engineers 'do their thing'.

We’re sorry about that, but we’ll do our best to minimise any impact to your signal.

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So in a few weeks your troubles may be over....I sincerely hope so.

[MI5]

4g should help you no end.
My signal was flaky and intermittent at home until 4g was rolled out. Now it's rock solid for voice and averages 18mb/s download for data

[Anonymous]

Holy moly.

In my haste I seem to have completely misread that message. I didn't realise 4G was rolling out in my area, EEEEEK!

I PREY this will resolve my issues.

However I will continue with my Resolver case, as I don't think this changes anything. I've still spent the first 50% over my contract with basically no service in my home town.

[Cleoriff]

Best of luck @Anonymous

[Anonymous]

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@MI5 wrote:
4g should help you no end.
My signal was flaky and intermittent at home until 4g was rolled out. Now it's rock solid for voice and averages 18mb/s download for data

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I didn't think 4G carried calls / texts?

Maybe changing the handset settings to pick up the stronger 2G signal would be more help?

[Anonymous]

@Anonymous I presume it'll allieviate some of the traffic on the 3G / 2G bands and therefor improve the overall connection?

Also 2G and 3G are both mentioned separately, that the work should improve both 2G and 3G whilst implementing 4G?