No signal after maintenance

[SimonAd]

The signal in out village went down last Thursday with no notification. Vodafone users had the same issue. Checking the O2 site it said that this was maintenance work that would be completed by Friday evening. Over the weekend we started getting an occasional very weak signal, whereas before it had been 4G with at least 2-3 bars. However the O2 app said that everything was working fine. I’ve now reported the issue multiple times, but nothing happens (other than a message saying “O2 Warning: Hi, we've had multiple attempts to access your O2 mobile account through our contact centers. If you didn't call us then please contact O2 so we can protect your account. Thanks”). 

So on Monday I called O2 and was told everything is fine!  After explaining the situation (affecting residents and people working here), she said she would hand it to the engineers, and that they would contact me. I’ve heard nothing since.

Does this just mean that O2 and Vodafone have degraded their service here, or maybe changed the mast so that this is the new normal? Is my only option to cancel my contract and move to EE or Three who are still working fine?

[MI5]

@SimonAd 

No one here can possibly know the answer, sorry.

If rebooting your phone doesn't help, keep reporting it to O2.

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

Guide: How to find help & contact O2 

[SimonAd]

It’s clearly not my phone if you read my post.

Okay I’ll just have to cancel my O2 contract and move to EE or Three. I don’t see how O2 can complain about a breach of contract if they have stopped providing a service.

[Bambino]

@SimonAd If you cancel your contract and are still within the minimum term you will be charged for the remaining time left. Read your Terms & Conditions.

Cancelling your contract - An updated guide - O2 Community

[Enlli]

@SimonAd Suprisingly they don't have to supply you with a service as per the terms and conditions your signed on opening the contract.

Do Vodafone users still have a problem

Sound like the mast is owned by Cornerstone and not directly by O2.

If you have wifi at home use WiFi Calling 

https://www.o2.co.uk/connectivity/wifi-and-4g-calling

Whatever 

[MI5]

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@SimonAd wrote:

It’s clearly not my phone if you read my post.

Okay I’ll just have to cancel my O2 contract and move to EE or Three. I don’t see how O2 can complain about a breach of contract if they have stopped providing a service.

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I never said it was your "phone"

I suggested rebooting to refresh the network connection, that's all.

Be as grumpy as you like here but as customers like yourself, we can do nothing more for you.

[SimonAd]

That seems crazy. Like going to a restaurant and order some food, and they don’t bring you any food but do bring the bill!

Yes Vodafone users have exactly the same problem.

[SimonAd]

Apologies - my frustration is with O2.

[MI5]

Understood mate 👍

[japitts]

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@Enlli wrote:

Sound like the mast is owned by Cornerstone and not directly by O2.

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All VF & O2 sites are operated through Cornerstone, which maintain the passive assets - towers & non-active equipment. The active radio equipment is generally operated by each MNO independently - in the same vein as MBNL sites host VF &/or O2 kit, CTIL sites can host EE &/or 3 equipment.

Network faults should be reported to the operator in question via the usual routes. It's naturally correct to state that all networks' T&Cs allow for maintenance & service-affecting faults - no-one guarantees a 24/7/365 fault-free service in any given location.