O2 complaints review useless. Ombudsman question.

VioletPickles

For 9 months I have been having problems with the reception on my iphone5 with O2. I am currently on my 3rd replacement handset in an attempt to resolve the issue. about 99% of my calls either go straight to voicemail, fail mid call or when dialling out fail to connect.

I know for a fact this is an O2 issue as my family are on vodaphone and orange on iphone 4's and 5's and get good reception in my area. In fact I spent 2 years on an iphone4 with Orange prior to this and had no reception issues.

The O2 complaints review states
'We want to give you the best possible service but as it says in your
terms and conditions, we can't guarantee a fault-free service all of the
time, given all the complexities of operating a mobile network'

I'm not at all happy with this so want to take it further yet the ombudsman says it has to be 8 weeks since the complaint, is this from my initial complaint over 8 months ago or my recent complaints review?

grumbler

I am pretty sure that you don't have to wait until 8 weeks expire if you have received the final reply from O2.

However, if it really is "an O2 issue", i.e. the signal, why have you not cancelled the contract and returned the phone during the cooling off period?

cing0

Well it takes a couple of weeks for the Ombudsman services to register your case, then 2 weeks to get your file from O2 and will be a couple of months before an investigating officer looks at it.

If your issue is the same, best to send it now based on the 8 month complaint (note you must bring it to the Ombudsman service within 9 months of first complaining so be careful on dates).
Once it accepts your case, you can update the Ombudsman with later information you get from O2.