Bit of hassle with o2 - don't know what to do.

ryan92

I have a Samsung Galaxy S smartphone, and over the past month or so, I've had terrible problems with the service I've been receiving from o2.

I contacted them on November 10th about my problematic internet on my phone - it would let me browse websites, but very slowly, and when I tried to access categories on the Marketplace, the connection timed out. I got no response. At this time, uni assessments were due, so contacting them again wasn't really at the top of the list.

I then contacted them again on the 20th, and have had to contact them again every day since ;

21st November

Receive a call back from a member of the customer services team - can't understand whats going wrong - give me instructions ( take battery out, sim card out etc ) and to try again. If not successful, I was told to go on to the chat service, so my mobile was my only phone to hand, and couldn't mess about with settings while using the phone. The above didn't work, so headed to the chat service. Was told my internet wasn't working because I was on an older tariff, and was moved to a new price plan, but given a discount so it would be reflective of what I was currently paying ( way it works out is I get it £3 odd cheaper than previously ) - I should be greatful, but at £32, the problem is still not fixed

22nd November

Try the chat service again, and told to take my sim card out, and leave the phone off for 30 minutes, as the operative had sent a request to set-up my internet again. After 30 minutes, I should be up- and running .... After 30 minutes, the connection was still not working the way it should be.

23rd November

Try the chat service once again, and point blank told that the network is down, and that the problem has been on-going for 2 days now. I was then told it should be back soon. Upon portraying my confusion about how if this was the case, could I not be told this before, all I was told was it will be ok within 24 hours, and the chat then ended. Not satisfied that I was told the truth, an hour or so later, I tried again, and this time, told a different story. This time, I was told there was a known problem about connecting to the Android Marketplace and that engineers were sorting it. I was then told a replacement sim would be sent and should receive it in 4 working days.

24th November

The situation worsens... my signal changes to Emergency Calls only. I once again get onto the chat, and explain my issues. The operative on the chat checked my area and confirmed that the network was working fine, so I should be receiving a signal. Its then decided there is something wrong with my sim ( no idea how this would happen, a good 24 hours after a replacement was sent, it shouldn't deactivate surely). I then decided to ask if there was a known problem connecting to the Marketplace, as I was told before. It was then confirmed to me there is no known problem. I was a bit annoyed and told about how it was obvious I had been lied to on a few occasions, so the person I was talking to went to talk to their manager about compensation for my problems. The person came back and said I would be credited £3 off my next bill for my hassle. So basically, I've to sit and wait for this new sim card to come through .... must be noted though, the signal has came back twice for about 2 minutes each time, so the sim card can't be deactivated

As you can see, bit of a mess.
Would going into an o2 shop get me anywhere, as I really have no idea what to do next

Thanks for any advice anybody can give

JJ_Egan

There have been market place problems and sometimes connecting just does not work .Possible market place on your phone requires updating . Is your phone running the latest firmware as updated via Kies .
Does the internet work via WiFi .

Are the settings correct for O2 internet on your phone .

Personally i would back up all data and contacts and factory reset the phone followed by a check for an update via Kies .

Samsung service centres are generally CPW stores and it might be worth getting Samsung to check the phone out .



















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new sim card to come through .... must be noted though, the signal has came back twice for about 2 minutes each time, so the sim card can't be deactivated

That smells a bit like loose contacts on the sim card to me .

jje

ryan92

I have tried the update and kies cant update the phone.
The marketplace wortks fine via WiFi .

Wintermute

The webchat's handled by a team that's outsourced to India, they're useless! They will generally just fob you off with anything they can.

Is this problem every where you're going or is it localised to a specific area?

If it's everywhere it's either the SIM or the handset, a replacement SIM normally takes 1-3 working days, phone up and check one's been ordered as the webchat team are hopeless. If you have an O2 store near by pop in and ask for a replacement SIM from them, they should be able to replace it and activate it straight away for you so you can rule out that as a problem.

I'd try the SIM swap first, if that doesn't help mayybe the backup and factory reset, then the next step's getting the phone into repair to have a look at it.

ryan92

It now only seems that the problem happens ( no signal ) , in my house only, when I leave my house the signal comes back. My friend who is also on o2 was in my house too, and he had full signal.

I phoned o2 and explained all this, on top of the problems previously, and all they would tell me was that because the signal worked outside, there was nothing they could do , they only cover outdoor coverage, so basically, If I want to use my phone, to just go outside and use it.

Do I stand anywhere here?

JJ_Egan

ryan92 wrote: »

It now only seems that the problem happens ( no signal ) , in my house only, when I leave my house the signal comes back. My friend who is also on o2 was in my house too, and he had full signal.

I phoned o2 and explained all this, on top of the problems previously, and all they would tell me was that because the signal worked outside, there was nothing they could do , they only cover outdoor coverage, so basically, If I want to use my phone, to just go outside and use it.

Do I stand anywhere here?

You stand exactly in the place O2 say you stand .
Your phone works the internet on the phone works .Your house for some reason prevents the signal . You bought a mobile phone with mobile internet not a fixed residence product .
Your only other route is to find a network that you can connect to at your abode and use their sim either as PAYG or by paying off your existing contract and taking out a new contract .

jje

Wintermute

Check http://status.o2.co.uk/ and see what it says about coverage and any sort of outages in your area, if it's previously been fine then it might be some sort of outage.

Unfortunately no network will guarantee signal indoors, the above site will show the expected level of coverage at your home, but nothing's guaranteed.

cazuk11

My O2 phone will not work in my house either (new or old Blackberry). My Sony Ericsson phones (4-5 of them) have all worked successfully with no call drops and excellent reception. Even the internet was quicker and that was 3 or so years ago. I now have to stand by the window in the front room every time I need to make a call!

Wintermute

Forgot to say this in the last one, but it might be worth turning off 3G on your phone and seeing if it works, that's the reason sometimes older phones will work when new ones wont.

ryan92

JJ_Egan wrote: »

You stand exactly in the place O2 say you stand .
Your phone works the internet on the phone works .Your house for some reason prevents the signal . You bought a mobile phone with mobile internet not a fixed residence product .
Your only other route is to find a network that you can connect to at your abode and use their sim either as PAYG or by paying off your existing contract and taking out a new contract .

jje

Forgot to say that this is my 12th month with them, and this problem, with no signal in my house hasn't been there before, this is a new thing.

dutch_andy

The above comment is correct at home I generally get a good 2G Signal but if I pick up 3G the signal is low only one bar so often drops off then has to pick up 2G.

If you turn off 3G the phone will always get stronger signal