Slow / No Data in Ormskirk / Burscough Lancs (full month)

[Anonymous]

Hi,

Have had unusable data since about 16th December. Have lost faith in O2 ever fixing it. A few other people I know are also having issues but I assume there must be others. Anybody in L40 especially around Square Lane area having issues? Have put in a formal complaint having wasted hours trying to get things resolved but not heard back yet and network is unusable. 48kbps down.

[jonsie]

The problem is showing on the status checker but a month is totally unacceptable for downtime.

[MI5]

I would use the complaints link at the bottom of the page.

[Anonymous]

Cheers. Mast has been cycling between down and supposedly working fine except when it shows as working fine it is not. Phone is fine with a 3 sim in it and O2 is ok out of area. Other people are also affected. Network team did some tests but it seems the only solution on offer is to buy my way out of my contact at a cost in excess of £500!

[Anonymous]

Thanks. Am waiting on a response for an official complaint.

[MI5]

You shouldn't have to pay. Complaints should offer you out for free unless it's nearly fixed in which case that will offer a credit on your account.

[Anonymous]

Have about 22 months left on contract. O2 say I have to pay despite lack of service. 

[Anonymous]

Sadly @Anonymous it depends on the reason for the fault. Faults are widely reported on here but in essence:
1. Access to sites are not immediate
2. Parts can cost tens of thousands of pounds so they are not kept in stock.
3. Engineers have been rerouted to Scotland given the storms up there more recently.
4. Engineers working on 4g rollout.
5. The issue may not be o2 related. There might be an issue with the fibre networks from openreach or virgin.

Earlier last year a site in Dorchester was down for months as a result of a structural issue which was the responsibility of the water board. As a result o2 were not able to use the site with the mast as electricity supplies were cut.

None of the above helps you but it might help you to understand why there may be issues that are not dealt with immediately.

[MI5]

Absolutely - It's not always as straight forward as it may seem or as you may think.
O2 will not want a mast down any longer that is necessary so they will be working on getting it fixed, for sure.

[Anonymous]

I guess but O2 should still compensate customers as I am paying for a service I am not able to receive. I have to say customer service have made matters worse... one day the say the mast is working fine the next it is down. Even when they say it is fine data is too slow for anything but email.