Not happy

Nicky321

On 7th Feb, i chatted with an O2 online adviser about getting internet on my laptop while on my stay at hospital from 25th Feb - 29th Feb. They advised me an O2 mobile broadband dongle would be suitable. I queried the coverage, as I wasn't sure if I would get coverage and they checked and confirmed the coverage was good and there would be no problems. I then went on to purchase a dongle with data. My arrival at hospital came and after my operation I was bed bound and decided to try my dongle, no internet signal, no connection was possible. I tried several times throughout my stay and returned home with never actually being able to get an internet connection and my data remained unused.

Today I contacted O2, who said I would have to use the dongle and date, to which I explained, it had only been purchased to use for my stay in hospital and was not required at home as I have wireless connection through my home broadband provider.

I seemed to be getting no where with O2 until i began to mention consumer rights and then they advised me to contact their returns and faulty department to arrange for me to return my dongle and hopefully receive a refund.

I have been left dissatisfied with their resolution, as even if i do return the dongle, and receive a refund, I still had the 4 days in hospital without internet connectivity, which I had bought the dongle and data specifically for, and being bed bound this left me somewhat isolated. Now I am expected to contact an 0844 number (more cost to myself) arrange for return of unit ( At the moment my mobility is very limited and I am housebound) and still no goodwill gesture of any inconvenience caused or lack of service I paid for.

Where shall I go from here?

any advice would be gratefully appreciated.
thanks

cockaleekee

Accept the offer to return it. The coverage checker is never 100%, and whilst unfortunate that it failed this time, it does not mean you are entitled to anything more.

Did you not have any visitors whilst in hospital? They could have brought you books, magazines etc?

If they are not able to arrange a courier, Hermes offer a very cheap collection from service.

Nicky321

They have not confirmed i will receive a full refund. And i refuse to pay good money after bad to return it to them. I raised my concerns about the coverage and they told me i wouldnt have a problem, I even gave them the exact postal location so they could check the coverage as they didnt seem to accept my saying the coverage may not be adequate, and they told me i would have coverage as it was showing up as good. I had magazines and visitors, but when i first made my enquiry i told them i would be using social networking sites and online banking, emails etc. and they told me i wouldnt have a problem, and to even copy the transcript of the chat as proof.

cockaleekee

So the first thing you need to do is confirm you will receive a full refund. Look on saynoto0870 to see if you can find a local rate number to call them.

System

I'm surprised they let you use a dongle in hospital. I thought they had signs against using that sort of equipment.

Hopefully you'll get a refund. However although its obviously annoying not having internet for 4 days I doubt you can put a cost on that so i don't think they will give you any compensation.

cockaleekee

goater78 wrote: »

I'm surprised they let you use a dongle in hospital. I thought they had signs against using that sort of equipment.

Hopefully you'll get a refund. However although its obviously annoying not having internet for 4 days I doubt you can put a cost on that so i don't think they will give you any compensation.

Pretty common nowadays, it's only on the cardiac and high dependency units that they need to be banned.

shaun_from_Africa

The last time I was a patient in an NHS hospital (a fair few years ago), they did indeed have a ban on the use of mobile phones.

However, they seem to have relaxed this policy now as my local hospital allows them to be used in most areas, and they even have free wi-fi in a fair few of the waiting rooms.
There are still a few zones that a ban on mobiles (ICU, x-ray and the cat scan areas to name a few).

System

cockaleekee wrote: »

Pretty common nowadays, it's only on the cardiac and high dependency units that they need to be banned.

What if you're only in a low dependancy unit but you are in actual fact in an airplane travelling to a different hospital? That could throw the cat amongst the pigeons

dalesrider

Nicky321 wrote: »

I raised my concerns about the coverage and they told me i wouldnt have a problem, I even gave them the exact postal location so they could check the coverage as they didnt seem to accept my saying the coverage may not be adequate, and they told me i would have coverage as it was showing up as good..

Well coverage would have been showing as good in the area. But once inside a building all sorts of things can cause the signal to stop.

Stand outside my house and I get 5 bars, step into the middle of the front room and I'm lucky to get 1..... A diffrence of around 4 foot.
So place yourself inside a hospital and even in the best coverage area's you can have no signal.

Did your mobile phone work?

Nicky321

dalesrider wrote: »

Well coverage would have been showing as good in the area. But once inside a building all sorts of things can cause the signal to stop.

Stand outside my house and I get 5 bars, step into the middle of the front room and I'm lucky to get 1..... A diffrence of around 4 foot.
So place yourself inside a hospital and even in the best coverage area's you can have no signal.

Did your mobile phone work?

Yes my mobile also on o2 worked fine, but nothing from the o2 dongle.

Nicky321

This is part of the original transcript.

marie: ive just checked the coverage area and im not sure it would be suitable
marie: the postcode i used was WN6 9EP
Bryce: Can you help me with the postcode?
Bryce: Thanks, let me check
Bryce: Thanks for waiting.
Bryce: O2 network is working perfectly in this area both outdoor and indoor.
marie: can you send me the link to that, where you checked
Bryce: Click here
Bryce: Please click on the above link and have a look
marie: I have, but it says WN6 9EP, West Lancashire,
marie: Mobile internet 3G900
marie: Fast networking. For smartphones, dongles and tablets.
marie: Good outdoors, Variable indoors. Not good for mobile broadband
Bryce: Thanks for info
Bryce: You can still use it because Dongle is good and you can still the stick in 3.
marie: So i shouldnt have any problems, if i get the 1GB i can top up as needed? and it should work indoors? because its a dongle?
Bryce: Yes, there won't be a problem as the network is good. Yes, you can top up anytime you want within a month, week or day. yes it would work in indoor because because in hostpitcal they have wi-fi access also.
Bryce: If you're not happy with the network, you can cancelled it or return to us within any charges as you'll be getting 7 days of cooling period.
marie: im not sure the hospital has wi-fi access for the public
Bryce: You can save this chat a a proof.