Time to resolve signal issues

[Anonymous]

I moved to O2 about 3 months ago however have been very disapointed with the coverage.

From the first day of having issues i logged into the Network Status where it stated "high service demand in the area. Hope to be resolved soon". 3 month's on and my patience is wearing thin. 2G coverage is fairly bearable however 3G is useless. I have tried a new handset and a new sim card but issue persists.

Whilst i accept the T's & C's that the network doesn't guarantee service everywhere, surely network issues such as high demand should be resolved within a suitable time frame? 3 months DEFINATELY isnt a suitable time frame.

Currently i have a handset advertised as a smartphone but cannot use any of the smartphone features. 

[Anonymous]

Your email clearly states "If something goes wrong, we'll try to fix it quickly."........how long exactly is "quickly"?

Again, do the networks have a legal obligation to provide service within a definitive timescale?

[Anonymous]

Hi

As all fellow customers we won't be able to define how quickly.

Parts, engineers availability , weather and permission to enter land will all add to any repair / mast upgrade timescale I would have thought.

You can contact O2 officially here http://www.o2.co.uk/how-to-complain/complain

[Anonymous]

I cant see how parts, engineer availability, permission to enter land has anything to do with a paying customer.

Maybe O2 themselves can tell me of their legal obligations and timescales?

[Anonymous]

Yes they may be able to clarify officially if you contact them either by my link above or http://www.o2.co.uk/contactus

[Anonymous]

@Anonymous wrote

I cant see how parts, engineer availability, permission to enter land has anything to do with a paying customer.

How can it not have everything to do with a paying customer? No matter what tech you have, from time to time things do break or go wrong. For example a car, your electrics, broadband. These things happen.

@Anonymous has tried to advise you of the kinds of issues that may occur. O2 do not give estimates on repair timescales. Sometimes it can be a few days. Sometimes It can be months. It also depends on whether a repair is the issue or an upgrade. A mast can cost hundreds of thousands of pounds to install of not more.

If however the issue is capacity then o2 have to put a business case forward to their Senior Management Team for review. They then have to order new cell equipment (this is not off the shelf stuff from Tesco) and then works have to be planned in based on current work flows and priorities. Believe me what we think are a priority may be very different to o2's view.

To run a national mobile network is very complex, very expensive and takes a lot of manpower and technology.

It has EVERYTHING to do with a paying customer.

[MI5]

If it is congestion (as I described in my previous answer) it won't be awaiting a mast fix as there will be nothing wrong with it.
It will be the capacity of the fibre connection back to the network servers (the backhaul) and will not be fixed until the capacity is increased in your area.
This info is made available to us by O2 and I doubt CS will know either.
Your only option is to raise a complaint and if not rectified or no satisfaction from this go to the Ombudsman http://www.o2.co.uk/how-to-complain

[Anonymous]

Should you decide to make a complaint please note you MUST go through o2's official complaint process as detailed in the link above from @MI5. Once you have o2's final determination then if you remain unhappy you are clear to go to the Ombudsman.

If you go direct to the Ombudsman without going through o2's complaints process your complaint will be thrown out without investigation.

[MI5]

Thanks for clarifying Nick, but I did say " if not rectified or no satisfaction from this".....

[Anonymous]

Just being crystal Rich to avoid OP going direct and getting more frustrated 😆😆

[MI5]

Thanks but I was very careful to word my post clearly