[The Wizard]

I've been having problems with O2 since about February this year when I went on a new contract. My old contract was up for renewal in January so I kept my old handset and went on a simplicity contract. Ever since then i've had problems. Been acting funny. Sometimes i've been getting blank text messages and even when making calls I can hear them but they can't hear me. Yet whenever I ring customer services it's never their fault. Never! But recently it's been getting worse. They tried to say it was my Sim card. I've had 3 new replacement sims but still same issues. I've even done the recommend firmware updates. So they tried to blame my phone. Since then i've gone back onto a new 18 month contract and had a new handset so it can't be the phone as this one is doing the same thing. I said it MUST be your fault or a problem with my account but they said my account is set up correctly. Both me, my dad and my wife have had problems and on Broadband too keeps losing connection and so does my dad yet they keep denying it's anything to do with them and tried to say it must be my router. It can be fine for weeks then all of a sudden I'm having to reset my router every day and i've even tried a new router and still no joy. My dad called up to complain several times and when I did the same same, they told me they weren't aware of any problems in my area. I said,'oh that's funny cos my dad's has issues and has reported them recently so you obviously HAVE had issues in our area as i'm not the only one having problems so your lying. I even have problems last few weeks connecting to the internet on my phone but whenever I ring them they tell me there isn't a problem on the network. When my contract is up i'm gonna look at going with someone else. Never had any problems before I was on O2. All they do is pass the buck and try and blame my equipment. I'm not using the supplied O2 router as it wasn't working properly and because of that they are refusing to speak to me. They asked me to connect my O2 live box so they could diagnose the problem but I said i'm no longer using the supplied router as it wasn't working and have replaced it with a Belkin router so they won't help me. They were trying to say that is must be my fault as my router isn't connected to to main BT master socket and they don't support 3rd party equipment.

I said, 'the main BT socket is in my hallway and there's no way I can connect my desktop pc to that as I don't have a socket in my hallway and besides i've never had any problems with last internet service provider using a telephone spur socket and everything was working find up untilt recently so why is this now suddenly an issue as my setup hasn't altered in all the time i've lived here. Because i'm not using their router which has gone down, they are refusing to send me a new one out. I explained that I wasn't able to connect my old O2 router as it had gone down and i'd got rid of it and replaced it with a Belkin router which was working fine up until recently. Surely if it was working fine before and not now then that's your problem not mine?

I may as well be hitting my head against a wall. I'm getting nowhere with them.

[ih8mondays]

I went through exactly the same kind of issues with three - having signal issues with both my mobile phone and my mobile broadband - but for 7 days they wouldn't admit it was their problem - they (mobile customer services) kept saying my phone was at fault and they also said (broadband CS) that I needed to downgrade my version of windows on my laptop.

Anyway, I'd write all of that in a long letter to someone senior at o2, and ask to be released out of your contract.