No response from customer services

[Avinunca1]

Twice now I have emailed O2 to complain about poor mobile data provision in Shrewsbury town centre. Twice they have acknowledged my complaint telling me they would respond within 7 days. First email from them 31st Dec and second 20th Jan.

I suspect O2 have moved internet provision away from older networks 3g/4G etc to 5G.

Just a short walk away from the town centre I am easily able to use message services and call up websites. In the centre however it is very difficult to use services requiring mobile data and I have to use wifi from shops or cafés. My phone of course does not have 5G.

Calls in and out work fine.

Question is - does O2 still respond to complaints or do they ignore them?

[MI5]

@Avinunca1 

They have so many complaints it's taking weeks to get a response.

Report issues through the My Network app but no one will give you updates on any aspect of the network.

My Network App - Find Out More About Your Network Coverage | Apps | O2

[pgn]

Could also be oversubscription @Avinunca1 - too many people in the same area all using the network.

You used to be able to get around this briefly by switching your phone down from 5G to 4G or 3G, but even that is a bit hit and miss these days.

Download and set up the O2 MyNetwork app (it needs a login) to monitor places you visit regularly and let O2 know that way about poor signal or performance. Good luck.

[Avinunca1]

Signal is usually good. Will try the app but can it register poor mobile data supply?

[Enlli]

This is what I get for area around the centre.So sometimes it will be better that others.

 That from My Network and yes you can register data problems.

Not having 5G to take some of the strain won't help

[Oxonian]

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@Avinunca1 wrote:

Signal is usually good. Will try the app but can it register poor mobile data supply?

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@Avinunca1 

You've not told us your postcode so I cannot show your location but you want  to go to :-

O2 | Service Status

https://status.o2.co.uk/

This clearly enables you to select data as something that you are having problems with :-

You will also receive updates as work progresses on local infrastructure. 

[Avinunca1]

Thank you. I checked the data availability for 1 pride hill shrewsbury and O2 report there is an issue. It's been like this for months if not years. If they don't respond to my compaints I think my only option is to move to another network assuming competitors are better. The thing that stops me is that O2 is as far as I am aware the only operator that hasn't taken advantage of Brexit to charge extra for roaming in the EU. I visited Ofcom's site but looks like my options are limited there too.

[pgn]

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@Avinunca1 wrote:

Signal is usually good. Will try the app but can it register poor mobile data supply?

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Yes, it can and does - and sends report next time it can access the MyNetwork server (via WiFi or via cellular data when you are in range of a decent signal), @Avinunca1.

Your watchpoints also will generate e-mail and SMS to you when any watchpoint has a fault or work in progress. It's actually not a bad app to have, provided you registered on the system behind it on first installation on your handset. Good luck!

[Avinunca1]

I have downloaded the My Network Server app. Will try it tomorrow when i am in the town centre. After pestering O2 on FB I had a response. They couldn't give me any detail on network improvement plans or any timescale. They said to use wifi if I need data!

Just a standard fob off. I wonder whether Ofcom might be interested.

[MI5]

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@Avinunca1 wrote:

I wonder whether Ofcom might be interested.

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Not in the slightest.