Problems with O2 - Can someone settle an argument?

MissKeith

According to a lady at O2 I spoke to on behalf on one of my customers, there are masts being worked on in Wolverhampton, Willenhall and West Bromwich. O2 have been having 3G issues for a while. I KNEW it couldn't be your phone.

EDIT: I just read through your thread, this makes a lot of sense now. My parents live in Willenhall and my boyfriend has to turn off 3g in their house, I have friends who live by the Cleveland Arms and they say signal is shoddy and my customer I just referred to was in Willenhall. I'll keep my ear to the ground for you Johnno.

Jonno71

MissKeith wrote: »

According to a lady at O2 I spoke to on behalf on one of my customers, there are masts being worked on in Wolverhampton, Willenhall and West Bromwich. O2 have been having 3G issues for a while. I KNEW it couldn't be your phone.

EDIT: I just read through your thread, this makes a lot of sense now. My parents live in Willenhall and my boyfriend has to turn off 3g in their house, I have friends who live by the Cleveland Arms and they say signal is shoddy and my customer I just referred to was in Willenhall. I'll keep my ear to the ground for you Johnno.

Thank you, MissKeith

The guy in the Wolvo O2 shop mentioned that West Brom had a replacement tranmitter/mast when I called in on Thursday. So if other areas are having the same renewal, then that could be why people are having 3G and at times 2G issues. But it would be nice if O2 Customer Services could acknowledge this.

While at my mother-in-laws yesterday, just past Portobello Island, still had the same 'No Service' problems. And back home again, same again this morning. Been over 3 weeks now.

Jonno71

Just got off the phone with O2.

I am fumming with them. They basically don't want to know. The case has been closed and was closed on the 15th Feb on request of the engineer who stated that the 3G signal was without fault in the local areas. This also applies with the 2G network. The engineer had requested that "if" I were to contact O2 again, to inform me to 1/ switch over to ANOTHER new sim, or 2/ get a new mobile. As the case was closed, which I would have thought O2 would have had the decency to contact me on that date or about, the phone call TODAY would be classed as a new complaint and would be started all over again. Hence why they asked me to get yet another new sim, failing that another phone.

Today it is now the 4th week I have had "No Service" from O2.

I explained that OTHERS were having similar issues, and all the Customer Service guy could say was "I can only repeat what is attached to the service report, sorry I cannot be of anymore help at this point".

I really don't know what to do for the best.

coolesticeking

I would suggest writing to O2's Complaint Review Service as per my previous post.

Jonno71

coolesticeking wrote: »

I would suggest writing to O2's Complaint Review Service as per my previous post.

Thanks David, that is what I have decided to do at the point

Jonno71

Quick update.

I spoke with Apple tonight. Explained what was happening. They laughed at what O2 had said, and Apple stated the problem is NOT with the handset, but clearly with O2.

coolesticeking

Jonno71 wrote: »

Thanks David, that is what I have decided to do at the point

You have tried all the mainstream channels, I think it's the only channel left and think you have been more than patient.

I don't work for O2 or sticking up for them, in my view yes how you have been treated is poor indeed - but if it's O2, Vodafone, Orange whoever you get this problem when you need to report network issues (again, not saying it's right!)

I've tried or had to report network issues to all the networks over the years and never only had to call once shall we say to get anything resolved.. For some of the networks I just had to move in order to get a signal from another.

They are really all as bad as each other, they make you sound as if you are the stupid one and that no problems ever happen with a mobile network.

I do just hope that the complaints review service does help you and resolve these issues, I could not do without my phone and done better than I can.

All i'm trying to say I guess is believe me, if you moved to say Orange from O2 and had network problems with them - it would not be just a one call to get it resolved... Getting it reported it a start, getting them to do anything is another and getting enough people to report the problem also is another pain...

They really should listen more to the customers, I'm sure we all would have better things to do with our time then calling Customer Services to keep ringing up to report these problems, we all really do it because we ain't got nothing else better to do!

Fingers crossed - Hope it gets sorted...

(Back in my box)

coolesticeking

Jonno71 wrote: »

Quick update.

I spoke with Apple tonight. Explained what was happening. They laughed at what O2 had said, and Apple stated the problem is NOT with the handset, but clearly with O2.

Would understand if it was the phone itself, only Apple would be able to repair it..

But for network problems - only O2 can fix these faults..

Really really bad Customer Services but i've had the same as per my previous post to these type of comments from every network at least once in the UK...

They think you are thick as anything when you call these places, I think we more than know when something isn't working as it should do!

Jonno71

coolesticeking wrote: »

Would understand if it was the phone itself, only Apple would be able to repair it..

But for network problems - only O2 can fix these faults..

Really really bad Customer Services but i've had the same as per my previous post to these type of comments from every network at least once in the UK...

They think you are thick as anything when you call these places, I think we more than know when something isn't working as it should do!

Me calling Apple was to get a little bit more ammo to fire back at O2. Tomorrow I will get, as suggested again by O2, another micro-sim card and get it changed over. The 2nd one in 3 weeks. I know I will be again wasting my time.

But in the mean time, a letter of complaint will be sent out via that link you gave me. Thanks again for that

I have been with 02 for over a decade, not a single problem until a month ago. But, oh boy, what a problem.

Jonno71

Popped into the store in Wolvo. Not helpful at all. . . . . Told it was blackspot, then told it was a fault with the service, which then changed to fault with the phone, which changed to O2 trying to sell me a phone. They then politely suggested I try another provider. So last night and today instore. Call me paranoid, but I'm sure O2 are going (o)(o) up.