No O2 Signal for 4 Months

taylor11_2

Hi all,

I have had no service in my house for around 4 months now. I have been chatting with O2 online over the past few days and they are unable to tell me when service will be restored as there are 2 masts down in my area...

I opened an account with them in November 2011 and I added another line to my account in November 2012 when my contract with Vodafone came to an end. The issue started at the tail end of November 2012 and i have been unable to make or receive calls on both phones since.:eek:

I spoke with the complaints team today and they are calling me back at 5pm.

Is it unreasonable to ask for compensation or ask to give the handsets back and end my contracts with them? They have advised that they do not have a timescale as to when the masts will be fixed and they don't even know if it is an O2 mast, it may be a BT one which they have no control over... Don't know whether they are telling me a load of rubbish.

Any advice would be greatly appreciated.

Thanks and regards
Taylor11

grumbler

If the masts are down for 4 months and they can't tell when they will sort this out, it is reasonable to ask for a compansation or even demand cancellation of the contracts. They may ask you to give the handsets back, not not necessarily. Generally, if you have a valid reason for cancellation you don't have to return the handsets, but it can make the cancellation easier if they ask to return and you agree.

spinningsheep

Unlikely. The clue is in the name, its a mobile phone. No network will guarantee you service everywhere, and if you check your terms and conditions on the rear of the contract you will see that it states the services are not fault free and not available everywhere. The full T&C's on the website:

2 The Services we supply and what you can expect of us
2.1 The Service isn’t available everywhere in the United Kingdom. It isn’t available in all other countries. It may be restricted to certain areas of those countries where it is available. Not all Mobile Phones will be able to receive the Service. We only agree to provide the Service to Mobile Phones that are approved by us.

2.2 The Service isn’t fault-free; a range of different geographic, atmospheric or other conditions or circumstances beyond our control can impair it. For instance, coverage is affected by things like the thickness of the walls of the building you’re in. It might also depend on how many people near you are trying to use the Service at the same time. For more information about the things that affect coverage, please look at the dedicated Network pages of our Website. You’re entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care.

So by all means try, but I doubt it.

Silk

spinningsheep wrote: »

Unlikely. The clue is in the name, its a mobile phone. No network will guarantee you service everywhere, and if you check your terms and conditions on the rear of the contract you will see that it states the services are not fault free and not available everywhere. The full T&C's on the website:

Thats all true ..however in this case the OP has taken out the contracts based on the service available at the time at the primary location

As the network is unable to continue the service that the OP previously enjoyed or able to give a date in which service is to be restored then there is a very good cause to give compensation and/or exit from the contracts without penalty

sdduk

spinningsheep wrote: »

Unlikely. The clue is in the name, its a mobile phone. No network will guarantee you service everywhere, and if you check your terms and conditions on the rear of the contract you will see that it states the services are not fault free and not available everywhere. The full T&C's on the website:

2 The Services we supply and what you can expect of us
2.1 The Service isn’t available everywhere in the United Kingdom. It isn’t available in all other countries. It may be restricted to certain areas of those countries where it is available. Not all Mobile Phones will be able to receive the Service. We only agree to provide the Service to Mobile Phones that are approved by us.

2.2 The Service isn’t fault-free; a range of different geographic, atmospheric or other conditions or circumstances beyond our control can impair it. For instance, coverage is affected by things like the thickness of the walls of the building you’re in. It might also depend on how many people near you are trying to use the Service at the same time. For more information about the things that affect coverage, please look at the dedicated Network pages of our Website. You’re entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care.

So by all means try, but I doubt it.

I think it says it all from O2

We only agree to provide the Service to Mobile Phones that are approved by us.

Well the OP said He/She as contact from O2 and not getting the service paid four

Also the masks are down not OP thought
O2 should at least give some compensation for the time the Op as had no service or cancel contract.

Buzby

Compensation is due for the ongoing service disruption, usually by ay of a bill credit. The amount is agreed with the customer to cover the inconvenience. This should continue for up to a maximum of 4-6 months, where - if the situation remains unresolved due to external issues outwith their control - the next step is a fault-free termination.