Signal issues for over a month

[sam1627]

I've been using my o2 sim for just under 2 months now and the signal coverage must be the worst in the UK. I really regret ordering an o2 pay monthly sim, I only did it so save money as I have Virgin Media broadband. I tried to cancel the contract, but the exit fee is pretty much the same price as I've got left to pay on my contract. Below is the timeline of what's happened.

28th August - Activated sim card
5th September - I report signal issues via the o2 website, I get a text they'd be in touch in 48hrs.
7th September - Text from o2 saying they're still working on the issue, update in 5 days or sooner if fixed.
12th September - Text from o2 saying they're still working on the issue, update in 7 days or sooner if fixed.
19th September - Text from o2 saying they're still working on the issue, they won't be in touch again until it is fixed. 
4th October - Work apparently got carried out by o2 to improve the area's network.
25th November - Next scheduled work to be carried out by o2 to improve area's network.

I cannot get any phone signal while in work, which is very important for me to be able to access. When I am driving around my local area and on motorways such as the M6, my signal will cut out very often, interrupting music, maps, phone calls. On my caravan site in Wales, I cannot get any signal whatsoever, which I really need to have in case of family emergencies. I was previously with Voxi on the Vodafone network and not once had any issues.  

As it has now been over a month of having issues and o2 not being able to fix it am I able to end my contract without paying any exit fees? If not I'll be heading to the ombudsman, as I'm really not happy with the service provided. 

[Enlli]

After 14 days O2 will hold you to your contract

First have a look at these guides

Guide: How can I sort out my network issues? 

Guide: Is the network down for me or everyone? 

If that does not help you can put in an Official Complaint (takes about 8 weeks) Only then will the ombudsman take your complaint on

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

[japitts]

---

@sam1627 wrote:

When I am driving around my local area and on motorways such as the M6, my signal will cut out very often

---

When you say the signal "will cut out", do you mean that your phone drops to zero coverage? Or that you have coverage hown but data & internet-based services stop working? The two are very different.

At the very least you need to be reporting your issues to CS, and follow the formal complaints process upto & including an ADR referral.

Ultimately the network service you're describing is broadly what I'd expect of O2, and CS can't change that. Absolutely right to say that O2 will hold you to your 2year minimum-term once you've passed the initial cooling-off-period.. following the ADR route will ultimately put you in the hands of the Ombudsman who can then independently arbitrate.

They won't accept referrals until you have exhausted O2's internal complaints process, and both of them will rightly ask why you didn't raise the issues sooner than you did. Having proof of your reports may just help here.

[Enlli]

---

@sam1627 wrote:

I've been using my o2 sim for just under 2 months now and the signal coverage must be the worst in the UK. I really regret ordering an o2 pay monthly sim, I only did it so save money as I have Virgin Media broadband. I tried to cancel the contract, but the exit fee is pretty much the same price as I've got left to pay on my contract. Below is the timeline of what's happened.

28th August - Activated sim card
5th September - I report signal issues via the o2 website, I get a text they'd be in touch in 48hrs.
7th September - Text from o2 saying they're still working on the issue, update in 5 days or sooner if fixed.
12th September - Text from o2 saying they're still working on the issue, update in 7 

I cannot get any phone signal while in work, which is very important for me to be able to access. When I am driving around my local area and on motorways such as the M6, my signal will cut out very often, interrupting music, maps, phone calls. On my caravan site in Wales, I cannot get any signal whatsoever, which I really need to have in case of family emergencies. I was previously with Voxi on the Vodafone network and not once had any issues. 

---

Having travelled quite extensively on the M6 this year I cannot say I have had any problems with maps or streaming music. I do not do phone calls when driving, hands free or otherwise.

Seems strange that your problems are so widespread, making me think there may be other problems 

[sam1627]

I've done a lot of London to Manchester trips while being on Vodafone's network, never once has it cut out. Same phone just a different network, so I can't think of what else would be causing it.

[Oxonian]

This might be worth a look @sam1627 :-

My Network App - Find Out More About Your Network Coverage | Apps | O2

https://www.o2.co.uk/apps/my-network

Understand your network coverage

With the My Network app you can keep an eye on your coverage, wherever you are. Download the app and you’ll be able to:

- check the status of our network in your area – you don’t even need to enter your postcode
- test your network speeds
- report any issues with your service.

It’s simple to use and means that you can check the network without having to visit the main site or even enter a postcode.