Issues with voicemail, calling 02 and calls ending at 14 minutes 28 seconds

[Natasha21]

Hi, Over the last week I have had difficulties with my service. I am unable to access my voicemail as calls completely disconnect, unable to call 202 from my device and all my calls are ending at precisely 14mins 28 seconds. I phoned 02 today and they tried to offer support over the phone to no success and have escalated the matter. I should hear back in three days, however wondered if anyone else had similar experiences and how this was resolved. I have upgraded recently and wondered If this had impacted anything?  

[MI5 · Accepted solution]

@Natasha21 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[Laupow]

Hi I have had the same issue did you resolve it please?

[mike29]

Hi,

I also have the same problem where my outbound calls end at exactly 14mins 28seconds, no issue with inbound calls. I am using a Galaxy S10.

I have called O2 but they weren't much help at all, also kept getting cut off (at 14mins 28seconds of course) and did not receive a call back as I had requested. One agent even suggested that I need to disable Device Security, which I refused to accept as a resolution given the implications.

Were you able to find a resolution to this problem?

Many thanks

[Natasha21]

Afternoon, Yes it was randomly resolved after I raised it with 02 but then a few days ago it happened again? Nothing since then however. It seems to happen intermittently. Have your raised this with O2 via a call?

[Natasha21]

This is so strange and seems to be a network issues. Yes it was randomly resolved after I raised it with 02 but then a few days ago it happened again? Nothing since then however. It seems to happen intermittently. Have your raised this with O2 via a call?

[JTK]

I'm having exactly the same problem, for a few weeks now. I'm currently waiting for a new SIM card in rhe hope that solves it. My issue is that I'm trying to speak to my doctor's surgery and the waiting time is always more than 15 mins. I tried 5 times over an hour and a half last week but gave up in the end 😔

[pgn]

Hi @JTK - it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this. Good luck!

[JTK]

I'm a business customer though.

[Natasha21]

Hi Mike, it randomly started happening to me again today after i thought it was resolved, making me now believe its a network issue given how many people are experiencing the same problem. I used my work phone which is also o2 and again same problem! I also was on hold but kept getting disconnected because of this. We are paying for a service which is seemingly very poor and more of a wider issue.

02 really need to look into this more widely instead of suggesting its a customer problem.