[1manonthebog]

Kind of at the end of my tether with this as I have tried all routes to get it resolved and got no where.

Basically over the past 6 months my signal on O2 at home has gone from average to non existent despite the coverage checker saying I have excellent in door and outdoor coverage.

That is at home, at work even though I do have full H+ signal data doesn't work or on the rare occasion it does I am getting 0.1mbps.

I called several times to customer services got no where, lodged a complaint, they ignored it, took it to the CEO office who gave me a line rental credit and told me to use TuGo app and apologised, I said this was unsatisfactory so she then offered to sell me a signal booster box for £150 again unsatisfactory.

So at what point do you say sod you, I am paying you for a contract and you have breached it by not providing me a service and I am cancelling my DD?

[d123]

Quote:

Originally Posted by 1manonthebog

So at what point do you say sod you, I am paying you for a contract and you have breached it by not providing me a service and I am cancelling my DD?

Never, if you like the idea of having a credit file capable of allowing you to pass credit checks for the medium term future...

You do realise that all cancelling the DD does is mean you are in arrears? It doesn't act as some magic method of removing your obligation to pay,

[1manonthebog]

Quote:

Originally Posted by d123

Never, if you like the idea of having a credit file capable of allowing you to pass credit checks for the medium term future...

You do realise that all cancelling the DD does is mean you are in arrears? It doesn't act as some magic method of removing your obligation to pay,

Ok so basically I pay O2 for providing me nothing? Is that the idea behind a mobile contract? This has been on going now for the past 6 months, I have gave them plenty of time to fix my issues and got no where.

[Thine Wonk]

Whatever you do DON'T cancel your DD, that will kick off suspension of the account for non payment and then damage your credit rating which means you'll struggle to get another contract. Eventually debt recovery will kick in or you'll get a CCJ.

You CANNOT just decide off your own back not to honour a contract. What you have to do is use the official complaints procedure on their website which allows them weeks to try and resolve the thing that you're unhappy with, then you can go to the dispute resolution service who will look at your case and advise if O2 need to take action.

O2 will write you you with details of the dispute resolution service around 45 days after your OFFICIAL complaint has been opened and where you haven't reached a resolution with them. Ultimately you can take them to the small claims court for breach of contract, but those are your options.

Your best option is to just leave the network when the minimum term comes to an end and switch provider. It is always a good idea to test a network with a PAYG sim before signing up to a long period of contract.

No network promises coverage and performance everywhere due to the difficulties of radio technology, and actually you are getting some of the service, calls, texts and very slow data. It sounds like you're just very unlucky, in the 2 places you need to use it.

The options open to you are above, I'd go with the official complaints procedure and then dispute resolution and see where it goes.

[1manonthebog]

Quote:

Originally Posted by Thine Wonk

Whatever you do DON'T cancel your DD, that will kick off suspension of the account for non payment and then damage your credit rating which means you'll struggle to get another contract. Eventually debt recovery will kick in or you'll get a CCJ.

You CANNOT just decide off your own back not to honour a contract. What you have to do is use the official complaints procedure on their website which allows them weeks to try and resolve the thing that you're unhappy with, then you can go to the dispute resolution service who will look at your case and advise if O2 need to take action.

O2 will write you you with details of the dispute resolution service around 45 days after your OFFICIAL complaint has been opened and where you haven't reached a resolution with them. Ultimately you can take them to the small claims court for breach of contract, but those are your options.

Your best option is to just leave the network when the minimum term comes to an end and switch provider. It is always a good idea to test a network with a PAYG sim before signing up to a long period of contract.

No network promises coverage and performance everywhere due to the difficulties of radio technology, and actually you are getting some of the service, calls, texts and very slow data. It sounds like you're just very unlucky, in the 2 places you need to use it.

The options open to you are above, I'd go with the official complaints procedure and then dispute resolution and see where it goes.

You did read that I did file an official complaint? They acknowledged it and said they would write to me with a response within 7 days, that was 2 months ago. I'm still waiting hence why I took it to the CEO.

[Chris1973]

Quote:

They acknowledged it and said they would write to me with a response within 7 days, that was 2 months ago. I'm still waiting hence why I took it to the CEO.

Then you have completed stage 2 of the steps on the link below

http://www.which.co.uk/consumer-righ...phone-provider

I'm assuming you have a copy of the letter(s) sent to O2 and proof of postage from the Post Office, if so, then you will need to refer the matter to the relevant Ombudsman. These steps are detailed on the website i've linked to above.

Unfortunately the words "Ombudsman" are waved around like a weapon of choice by most customers these days, the only way of getting their attention is to actually follow through with your intentions to involve them.

[1manonthebog]

Quote:

Originally Posted by Chris1973

Then you have completed stage 2 of the steps on the link below

http://www.which.co.uk/consumer-righ...phone-provider

I'm assuming you have a copy of the letter(s) sent to O2 and proof of postage from the Post Office, if so, then you will need to refer the matter to the relevant Ombudsman. These steps are detailed on the website i've linked to above.

Unfortunately the words "Ombudsman" are waved around like a weapon of choice by most customers these days, the only way of getting their attention is to actually follow through with your intentions to involve them.

Ok thanks I will give it a shot

[Thine Wonk]

Quote:

Originally Posted by 1manonthebog

You did read that I did file an official complaint? They acknowledged it and said they would write to me with a response within 7 days, that was 2 months ago. I'm still waiting hence why I took it to the CEO.

Yes I did, but it is very important you follow exactly what it says otherwise the ombudsman won't accept your case. They have strict criteria, x number of days for the network to put it right after receiving your complaint through the exact correct channel, not just contacting customer support.

Regardless of the CEO or whoever else you might have rang, it needs to be lodged through the exact complaints procedure method as listed on the O2 website with proof of doing so to send to the ombudsman and 45 days elapsed from the official complaint with no agreed resolution between the two of you.

The ombudsman can make a decision and direct O2 as to what they should do having considered all the facts, but be clear about it... there is no guarantee of signal or internet service quality in every building, the ombudsman may accept that calls, texts and some basic data indoors at your house is acceptable if the service works well in other buildings and outdoors.

There's no guarantee of a the outcome you want, no guarantee of letting you out of your contract and you keeping the phone when calls, texts and basic data works. The offered resolution might be a discount or a signal box for a small charge and the ombudsman might feel that is acceptable.

[1manonthebog]

Quote:

Originally Posted by Thine Wonk

Yes I did, but it is very important you follow exactly what it says otherwise the ombudsman won't accept your case. They have strict criteria, x number of days for the network to put it right after receiving your complaint through the exact correct channel, not just contacting customer support.

Regardless of the CEO or whoever else you might have rang, it needs to be lodged through the exact complaints procedure method as listed on the O2 website with proof of doing so to send to the ombudsman and 45 days elapsed from the official complaint with no agreed resolution between the two of you.

The ombudsman can make a decision and direct O2 as to what they should do having considered all the facts, but be clear about it... there is no guarantee of signal or internet service quality in every building, the ombudsman may accept that calls, texts and some basic data indoors at your house is acceptable if the service works well in other buildings and outdoors.

There's no guarantee of a the outcome you want, no guarantee of letting you out of your contract and you keeping an expensive phone when calls, texts and basic data works. The offered resolution might be a discount or a signal box for a small charge and the ombudsman might feel that is acceptable.

I would strongly have recommended testing before signing up to 2 years with a network.

I've been with O2 for years on pay and go and contract, this has only happened with the roll out of 4G in this area within the past 6 months hence why I had no problem taking out a contract with them again 12 months ago. They say they are working on a transmitter but for 6 months? and the network page shows no problems with masts in this area, they say the same mast also covers my work and home address some 10 miles apart, could that be correct?

[Pedro_C]

It's possible. What are the postcodes/nearby location points of the areas affected, so I can look up masts etc. Feel free to PM me if you don't want the info public.

[Thine Wonk]

Quote:

Originally Posted by 1manonthebog

I've been with O2 for years on pay and go and contract, this has only happened with the roll out of 4G in this area within the past 6 months hence why I had no problem taking out a contract with them again 12 months ago. They say they are working on a transmitter but for 6 months? and the network page shows no problems with masts in this area, they say the same mast also covers my work and home address some 10 miles apart, could that be correct?

Unlikely the same mast covers both - maybe pedro will help with that.

Does the phone work well when you're out and about? your mobile internet works in pubs or friends houses etc?

I just think it's a borderline case, if O2 make a reasonable offer of a discount / signal box or something like that then the ombudsman might think that is fair, they ultimately have to make a decision and it isn't always full cancellation without charge, especially as you have signal, you have calls, you have texts and although slow you have internet and the problem is only in a couple of locations.

How many months before you can switch?

[1manonthebog]

Quote:

Originally Posted by Pedro_C

It's possible. What are the postcodes/nearby location points of the areas affected, so I can look up masts etc. Feel free to PM me if you don't want the info public.

PM sent.

[1manonthebog]

Quote:

Originally Posted by Thine Wonk

Unlikely the same mast covers both - maybe pedro will help with that.

Does the phone work well when you're out and about? your mobile internet works in pubs or friends houses etc?

I just think it's a borderline case, if O2 make a reasonable offer of a discount / signal box or something like that then the ombudsman might think that is fair, they ultimately have to make a decision and it isn't always full cancellation without charge, especially as you have signal, you have calls, you have texts and although slow you have internet and the problem is only in a couple of locations.

How many months before you can switch?

Yes for the most part works fine when out and about. Sadly I don't be out and about often, I only need the phone at home and work. They made me a discount, 1 months free line rental which came to the sum of £13 and offered a signal box at £150 Not bad are they

[Thine Wonk]

Quote:

Originally Posted by 1manonthebog

Yes for the most part works fine when out and about. Sadly I don't be out and about often, I only need the phone at home and work. They made me a discount, 1 months free line rental which came to the sum of £13 and offered a signal box at £150 Not bad are they

So how many months are you tied into contract for?

[1manonthebog]

Quote:

Originally Posted by Thine Wonk

So how many months are you tied into contract for?

Another 11

[Thine Wonk]

Ah ok, Pedro, let us know what you think about the same mast theory.

[Pedro_C]

Quote:

Originally Posted by Thine Wonk

Ah ok, Pedro, let us know what you think about the same mast theory.

Both addresses are served by the same 4G mast (Gloverstone road/Lismacloskey road)
The Home address is also likely to get 3G900 from this mast.

The work address has three 3G900 masts in range, by far the most likely being one only a couple of hundred metres North west. This mast does not broadcast 4G.

[1manonthebog]

Quote:

Originally Posted by Pedro_C

Both addresses are served by the same 4G mast (Gloverstone road/Lismacloskey road)
The Home address is also likely to get 3G900 from this mast.

The work address has three 3G900 masts in range, by far the most likely being one only a couple of hundred metres North west. This mast does not broadcast 4G.

Right so what does all this mean for me? The 4G and 3G mast at my home address are not strong enough or something. How far away from me is the mast?

Edit:

I have found the masts.

3 at the 1 site
.
Name of Operator O2
Operator Site Ref. 2348
Station Type Macrocell
Height of Antenna 13.83 Metres
Frequency Range 900 MHz
Transmitter Power 23.5 dBW
Maximum licensed power 32 dBW
Type of Transmission GSM

Name of Operator O2
Operator Site Ref. 2348
Station Type Macrocell
Height of Antenna 13.83 Metres
Frequency Range 1800 MHz
Transmitter Power 23.5 dBW
Maximum licensed power 32 dBW
Type of Transmission GSM

Name of Operator O2
Operator Site Ref. 2348
Station Type Macrocell
Height of Antenna 13.82 Metres
Frequency Range 900 MHz
Transmitter Power 25.5 dBW
Maximum licensed power 32 dBW
Type of Transmission UMTS

Distance is 5 miles from home as the crow flies.

[Pedro_C]

That's one of the sites, yes. Sitefinder is wrong for the masts near your work address and also that mast carries 2100MHz 3G now too.

3G900 tends to be pretty slow, esp on masts that only carry 3G900, which explains the data issue

[Thine Wonk]

It also depends if the OP's device supports I guess in terms of 900, 4G etc? what handset?

[1manonthebog]

Quote:

Originally Posted by Thine Wonk

It also depends if the OP's device supports I guess in terms of 900, 4G etc? what handset?

I have an Galaxy S4 and the Mrs has a Lumia 640, both are 4G handsets.

[dragonrapide]

I am with 02 and although I find that my home signal is fine, if I go down the road to Shoreham by Sea High Street (BN43) the signal is very poor, sometimes vanishing. Along the coast in Worthing the signal comes and goes all the time, even in the shopping street where the 02 shop is. Parts of the seafront are dead too.

Pedro, although I only have an iPhone 4 other people with new phones have the same problem. Any ideas why the signal is so dreadful?

[annseer]

We've had 02 contracts in the past, and had no problems, that ended and I went to 3 for a couple of weeks but had no coverage in my area, so went to gif gaff ( which I've also had previously with no problems) and for the last 3 weeks since I've had it I've been struggling to get 0.5mbps more often it's less than that, I have 4 out of 5 bars on 3 g and use an iPhone 6s,
Does anyone have any ideas why this might be, I've done the usual, turn off/ on, check settings, doing a sim swap, but nothing has improved it.
Thanks

[clewsy]

Could be the phone as I think some are better at holding a signal than others.

Also the 3g site could be getting more congested so shinkage is taking place of the area covered? It does appear o2 is a growing network in user numbers.

[Pedro_C]

Quote:

Originally Posted by annseer

We've had 02 contracts in the past, and had no problems, that ended and I went to 3 for a couple of weeks but had no coverage in my area, so went to gif gaff ( which I've also had previously with no problems) and for the last 3 weeks since I've had it I've been struggling to get 0.5mbps more often it's less than that, I have 4 out of 5 bars on 3 g and use an iPhone 6s,
Does anyone have any ideas why this might be, I've done the usual, turn off/ on, check settings, doing a sim swap, but nothing has improved it.
Thanks

Giffgaff has VERY low priority on o2's network. So here, O2 contract 3G=20mbps, giffgaff=0.4mbps