o2 refuse to give deadlock letter!

gaogier

Hello

I have posted here already, thread found here.

So, if you don't want to read all of that, here is a summary.

I get no network at my home (about 1km sq area)

O2 changed sim card second day of getting the Iphone. Told wait a few days, I go back into store a few days later and they say it is the mast in the area wait 15 days.

Go back after 15 days with no network at home, anyway they said its the phone, I go to apple, who change the phone over. Same problem.

After 4 Iphones, 20+sim card swaps, countless "masts are down in your area, please wait 15 days for our engineers to fix"

It had came to September 2011 a full 1 year 2 months, still no network I went into store and got them to write a letter with me saying what has happened etc on the 5th september. I was told 15 days they will have the problem fixed or they will terminate the contract.

30 days later, still no reply, we phone o2 and let them know what is happening, they ask us to try other things like using the sim card in a different phone, no network, rebooted my account (of which lost about 50% me phoning and the complaint letter sent in).

Other people are on o2, thats how we phoned, they state all people on o2 have the same problem in my area and they can't guarantee coverage. We ask how does this phone get signal then, I am calling of it next to the phone in question which has no service (but has internet).

I managed to get o2 to agree to unlock my phone, which they had done so. I then used a Pay as you talk sim card from Vodafone and I get signal.

When I do manage to get a phone call, there is major interference on the network. When I manage to make a call on vodafone it is clear as speaking right next to me.

o2 has agreed that there is a problem with their end with my contract, but have no idea what it is. They said they will cancel the contract but I have to give back the phone or pay o2 £157.50. They also agree I shouldn't have to pay any more as I already have paid £765 for the phone.

So, I contact the ombudsman communications department who have said they need a deadlock letter from o2, stating the paragraph above to take on the case.

So, back onto the phone to o2, guess what, they are refusing to give me the letter and here is the reason. I chose to go with a £45 a month contract on a 24 month lease.

Do I contact ombudsman communications and let them know this? Can they take on the case without? Are o2 legally allowed to do this?

grumbler

Send a letter to O2 by a recorded mail, request what you need and give them, say, 10 days to reply.
If they don't reply, in two weeks contact ombudsman with the copy of the letter and the proof of delivery.

BTW, it's 24 months, not years.

gaogier

Oh, forgot to say ombudsman communications said that due to this problem going on for more than 9 months - I need a deadlock letter to take on the case, without this letter they can't do anything.

I already have sent o2 the letter on the 5th september - of which the o2 store has agreed to tell ombudsman communications they just need to phone the store. They also agree that my contract should be canceled without further charge, and agree to state I have had 20+ sim swaps by them, and 4 Iphones and it is not the phone thats the problem it is o2.

So I have to have this deadlock letter, right?