Network Virtual Interview- 30/04/14

[Anonymous]

Hey Guys,

Our Network is a topic that is dear to the hearts of all of us here in O2 as well as to our customers.

We recently shared with you some of our Network stats and reinforced our overall commitment to strengthening our Network over the next few years here - and now we’re taking that a little further with you guys on the Community.

We’re having a ‘Networks’ Virtual Interview!

This is a no holds barred opportunity to ask some of our most Senior techies about our Network and our future plans. 

We have the fabulous Andy Conway and Brendan O'Reilly (and some of their teams) who look after the quality of our Network and oversee our future rollout plans. 

This is not just a 4G Virtual Interview. Our focus is just as much on our 2G and 3G networks as well, so we want to talk about all of that as well. 

We’re currently updating all of our Network throughout the UK as part of a huge modernisation programme – building a better experience for our entire customer base of 23 million.

Check out this EXCLUSIVE video with an insider view for all you guys in the Community.

The Virtual Interview will be held on the 30^th of April between 12 and 1pm

To have your question answered, please make a reply post in this thread. Also, if you could write your question in bold font, it will help us to find them easily.

Remember no question is silly even if it may seem obvious so please ask away!

Thanks

Brad

[Anonymous]

Hey lifeishard2014,

We’re working on improving our tariffs and that’s definitely the case at the moment. The vast majority of customers are well within the 8GB limit. We understand the demand for data is growing and we’ll always look to reflect that in our deals.

[Anonymous]

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@Anonymous wrote:
Hello Brad

One of the most common questions. Much of the South West only has poor 2g services. Are we likely to see 3g as part of the 200 upgraded areas?

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Hi piperdog123,

Yes, in the south west we expect the number 3G locations to be grown roughly three fold so expect to see a big improvement in 3g and great 4G. This is done over time so we can make sure we get it spot on which will ensure the best possible experience.

[Anonymous]

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@Anonymous wrote:
Hello Brad

A question from me please.

Where o2 only offer a poor 2g service which is intermittent, why are we expected to pay the same as those who get superfast 4g or even 3.9g services?

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Hey again piperdog123,

We are investing across the UK and are improving our voice and data service across all technologies. This is one of the biggest network infrastructure update of its kind in the UK. We’re looking forward to you guys seeing the benefits of our labours! 

[Anonymous]

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@aldaweb wrote:

Hi Brad

Similar to Adam's question, my disabled OH lives on the Surrey Kent borders in the Tandridge district just a mile and a quarter from the M25. When there I can only ever get a 2g signal on O2 and sometimes not even that. That persists even when back on the M25 motorway usually until the M23 Junction. Is this area within the 98% coverage commitment O2 gave for the 4G spectrum bid?

Other networks are as bad with no service to occasional 3G so not an option either.

Also when in Woolacombe, Devon I only get 2g calls only (no data service), so similarly is this an area to be upgraded?

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Hi Aldaweb,

Tandridge also looks to be getting 4G and 3G by the end of next year, which will see your OH have a much better experience with the network than now. As for Woolacombe this is also on the plan for better 4G and 3G. 

Lee Bay and Ossaborough are challenging but we’re doing all we can to improve coverage. How has TU Go worked for you? 

[Anonymous]

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@gemz4the1 wrote:

Hi @Anonymous 

I have been an O2 customer for many years, but I feel that since the roll out of 4G, my signal has become worse.  Yes I am able to 'sometimes' get 4G, but even the 3G is poor sometimes.  It is not just the data, when I have data turned off, my network in general is low.  I don't seem to get more than 2 or 3 bars on the network scale as oposed to the maximum of 5.  Obviously this is a lot to some people as some areas haven't even got 3G yet.  My question is basically when will it improve? I got the email 6 months ago saying that 4G was being rolled out to my area and that the signals will improve but up to now they haven't.

Another question, I don't know if this is relevant, but when will O2 PAYG customers have an option of increasing their monthly data allowance? I am on a 1GB per month tariff and I ran out of data within 2 weeks of the tariff.  Pay Monthly customers have an option to upgrade to at least 8GB so why can't PAYG customers have the same option?

Thank you

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Hi Gemz4the1,

If you let Toby know some location details we can take a look at your situation and see if it’s a part of our current plans

As for your tariff, it’s the same as above 

[Anonymous]

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@jonsie wrote:

Can O2 publish a list of areas and dates when upgrades to 3G/4G and a possible roll out schedule rather than 'by the end of whatever year'?

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Hi jonsie,

Many factors impact the network rollout; it’s a bit like buying a house, building a conservatory, and then trying to coordinate getting someone to come in and get your phone connected! There are lots of lawyers, planners and construction issues.

We are always looking at ways to improve communication with our customers but at the same time we’d hate to set expectations and leave people disappointed.   As soon as we know that our rollout and network improvement plans are 100% confirmed in an area, then we aim to let customers who live there know.

[Anonymous]

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@Anonymous wrote:
Brad

Signal has become one of the hottest topics for o2 over the last couple of years and has progressively got worse in many areas.

However signal isn't necessarily always the fault. Transmission of data through the fibre network is as much of an issue. Where I work I have a strong h+ signal but no capacity so it is rendered useless.

So the question is when will transmission and signal improve?

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Hi piperdog123,

All transmission gets upgraded as part of our improvement plan and we are putting in more 3g capacity. Some of our big cities have seen a 40% increase in 3G capacity all with improved transmission.

The improvements we’re making now are the biggest we’ve ever done to our network, it’s massive as we mentioned to one of the above Q’s.

We recognise the increase in customer demand for using data, and we’re improving our network to support those needs.

[Anonymous]

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@Anonymous wrote:

Hi Brad

More and more people come on to the community complaining of poor signal and asking if o2 anything like vodafones sure signal. Now we know they do the boostbox but why is this only available to business customers is it because personal customers don't spend enough with o2?

O2 keep banging on about their fair policy for all how is that true here?

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Hey damien1,

This one is a simple one for us, get the network right and the rest will follow

We have TU Go for our Pay Monthly customers to help out when signal isn’t great but ultimately these network improvements are designed to improve general signal for calls whilst also delivering a better signal experience with 3G and 4G. At the minute we have no updates on Boostboxes for Pay Monthly customers.

[Anonymous]

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@Anonymous wrote:

Hello Brad,

I also wanted to ask why does it take 5 months for a signal fix I had a problem with 2g,3g, and 4g but its like I had to chase O2 about it and keep on telling them I didnt use my phone for 2 whole months and had to go out and take a contract with EE because people were calling me and I wasnt getting no signal so I couldn't recieve or make calls.....even now signals come and go but abit better than before still because of this problem ive got 2 contracts on my name it feels like I paid for nothing untill now not good at all because ive been a O2 customer for years...but what I am trying to say is O2 should try to improve its signals or do something about it..

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We hate it when things go wrong and coverage is lost. There can be many reasons for this.

We get that it’s never great to lose coverage, that’s why we’re dedicated to improving our communications and overall turnaround of any such issues. Obviously some things are out of our control but we do all we can to fix things straight away.

We regularly update the O2 coverage and status checker where you can get the latest information.

Many issues are spotted and resolved within minutes with minimal impact to customers.

If you’re still having issues at the minute by all means PM @Toby and we’ll look at the specifics for you.

[MI5]

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@Anonymous wrote:

we’ll look at the specifics for you.

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CV11 4FL

No data transmission (despite full signal), since October 2013.

Please fix it......