o2 will not accept that we have no signal

Buzby

The contract you agreed EXPLICITLY states they do not guarantee 100% coverage, and you agreed to this. Therefore, if there is a failure in service due to THEIR error, (BTS offline etc) you can argue and get a rebate based on the lack of a signal that was there previously. Not for where a signal had never existed. These are rebates, NOT contract cancellations.

For those issues where the network has agreed to a cancellation, this is a decision that only they can make as a goodwill gesture, and you cannot insist on it.

Tony5101

There was an article on Watchdog, just a couple of weeks ago, about this happening to a whole village. There was a problem with the local transmitter, and O2 were dragging their heels in a) admitting there was a problem and b) getting it fixed. You should be able to watch the episode (if you missed it) on iPlayer.
It went on for weeks (if I remember correctly), but (allegedly) after Watchdog got involved - they got their act together pretty quickly!
Perhaps not the route that you want to take - but a quick email to Watchdog, telling them that this problem is ongoing in a different area, and hopefully they'll jump on it - especially as it's the same provider etc....That'll give them loads of mileage to go O2 bashing!

Tony

nsabournemouth

Tony5101 wrote: »

There was an article on Watchdog, just a couple of weeks ago, about this happening to a whole village. There was a problem with the local transmitter, and O2 were dragging their heels in a) admitting there was a problem and b) getting it fixed. You should be able to watch the episode (if you missed it) on iPlayer.
It went on for weeks (if I remember correctly), but (allegedly) after Watchdog got involved - they got their act together pretty quickly!
Perhaps not the route that you want to take - but a quick email to Watchdog, telling them that this problem is ongoing in a different area, and hopefully they'll jump on it - especially as it's the same provider etc....That'll give them loads of mileage to go O2 bashing!

Tony

Only makes my and other peoples case stronger.

Will get back with what they say or whagt happens.

chippy2u

I will do the same. Maybe O2 will take more notice of Watchdog than they do of their customers!!

nsabournemouth

chippy2u wrote: »

I will do the same. Maybe O2 will take more notice of Watchdog than they do of their customers!!

I have had trouble for getting on 4 weeks now. Not one person from o2 has called me back regards my issues and everytime i call i have to go through it all again even though it is on the screen in front of them. Managers have not called back when they said they would, people telling me all sorts of different crap and that they are trying to find a call i made to them on Friday the 16th. One guy there even said that they won;t be able to find the call as if it was tio a different building in a different area they would not be able to get it and he doesn't think that calls get recorded.

This is the trouble i have had.

http://forums.moneysavingexpert.com/showthread.html?t=2018315


I have sent them an email saying that under the supply of services and goods act 1982 i expect my contract to be revoked with no termination fee. They are prepared to cancel the contract but not waive the fee.

The MD of o2 Europe even said on BBC that there have been troubles with network due to the amount of data going through it.

chippy2u

Still little or no signal. o2 still denying that they have had any reports of signal problems in this area. So the 15 or so o2 customers that I have spoken to and all have said that they have phoned o2, must be lying!!!! Why cannot o2 be honest and just admit that they have a problem. I don't suppose that they are worried about contract customers as they still get their monthly payments, but they must be losing lot of revenue from payg customers who can't use their phones. Is it some devious plan to get payg customers to sign up for a contract so they (o2) have got a monthly income without having to bother about giving a service!! O2, you are a disgrace!! It's time you got your act together!!!!!!

Kilty_2

Get names and phone numbers of the customers you know are having issues.

Speak to CS and tell them you would like to be put through to Network Services due to the fact you're having service issues AND YOU DO KNOW AND HAVE DETAILS OF other customers having issues.

If CS refuse to transfer you to NS then tell them to check the process properly for the situation you're in.

nsabournemouth

How many of you on o2 have problems with your reception even after o2 have run 'tests' on your 'line', taken the battery out, had a new phone and or sim card?

If you have spoken to o2 about it what have they saif?

Tyson3210

This appears to be a growing problem!!!

In July 2009 the area I live in (A small town just outside Exeter in Devon) lost signal for 4-5days, with no explanation being given by O2. The signal eventually returned but was poor to non existent (Mainly non existent!!).

After numerous phone calls to O2 Customer Services and differing tales of It's your phone, We've had no other complaints (I knew of at least 20 people), Nothing has changed in your area, etc, etc........, I have finally managed to get a sensible answer from them.

I have now been informed that a mast in the area has been decommisioned and that other masts have had their signal improved hoping compensate for this.

O2 Network Services have now classed the area as a blackspot, but for some strange reason O2 Customer Services do not have access to this information (How sensible!!!). There are no plans to reinstate this service in the near future.

I have been told to write to the follwoing address in order to get my contract cancelled:

High Level Complaints
O2 Complaint Review Service
PO Box 302
Dunstable
LU6 9GN.

I hope this is of use to someone and I will update you on how painful the process is, as I'm sure that on experience to date, this won't be as easy as the Customer Services representative told me it would be!!!

chippy2u

Tyson, do you live in 'Kirton'?