O2 removed mast and now I have no signal and they won't cancel the contract

Silk

Buzby wrote: »

This can continue for a number of months (no more than 6). If the issue isn't resolved within this period, you have every right to insist on a fault-free departure.

where do you get the 6 months from?

It's "reasonable" and 6 months without service is not a "reasonable" limit

Tessuk

Hi Silk, thank you - you are what I need! One question - what is an LBA? I am new to the site, don't know all the lingo yet.

Buzby wrote: »

They are playing it correctly - offering a line rebate due to loss of service at your nominated address.

According to who? I also agree that 6 months is a hell of a long time to go without being able to sustain a phone call on a service that is primarily for making phone calls. I want to start a new business and this is massively delaying me being able to phone customers. I can't wait for 6 months for O2!

gjchester

Tessuk wrote: »

Regards TuGo, I am using it on my phone not my laptop, and the mic is fine. It's not that it's a quiet sound it's that the phone call has interference and the sound drops out totally.

TuGO and the Mobile service are not related in terms of how they work. if you get issues on both with the mobile it could be your phone, or if it's calling a certain person something at their end.

Tessuk wrote: »

Hi Silk, thank you - you are what I need! One question - what is an LBA? I am new to the site, don't know all the lingo yet.

LBA - letter before action. Last letter you send before initialising legal action, serves as a warning and usually spurs companies into doing something

Tessuk wrote: »

According to who? I also agree that 6 months is a hell of a long time to go without being able to sustain a phone call on a service that is primarily for making phone calls. I want to start a new business and this is massively delaying me being able to phone customers. I can't wait for 6 months for O2
!

The problem is the law either defines timescales precisely (such as 7 days for the distance selling rules) or uses woolly language such as "reasonable".
Let me illustrate with an example, you would not expect a poundland set of headphones to be as good in build or quality as a pair bought for £100 in a hifi shop. While that seems extreme it shows how the definition of reasonable is not divorced from cost, pay more and you expect a better product.


If you have a consumer level contract and you wish to add on consequential loss (which you are saying this is preventing you doing business), you really will not have much hope, you need a business contract with such insurance. Business level contracts usually have some degree of cover for cases such as this, either to provide alternatives, or compensate you, consumer level ones are usually limited to refund of the line rental.


You may be better getting a dedicated business phone on another network.

Tessuk

Hello, thanks, I do appreciate your response, but re this:

gjchester wrote: »

TuGO and the Mobile service are not related in terms of how they work. if you get issues on both with the mobile it could be your phone, or if it's calling a certain person something at their end.

...everything was absolutely fine until O2 removed a mast. Their website and the operators at O2 all acknowledge that there is a serious loss of service in my location. It's not my phone or who I am calling. O2 say that there is a serious problem due to their network and the fact that they removed a mast. There is no dispute as to what the problem is! I've stated what the problem is in the original post.

Thank you re LBA. I guess I would state that in a letter to them with a deadline.

And thanks re getting a business phone. I will do when the time is right but right now it isn't. I am just starting out. Apologies for the sideswerve, I was just trying to illustrate my need to be able to make phone calls. On reflection, I don't need to justify why I need to make phone calls. I am paying for the service, the service should be there!

Many thanks

Tessuk

Hi,
To anyone reading this, all I want to know is how to end my contract due to sustained loss of service. I have written to their complaints review service and am waiting for a response. I will follow Silk's suggestion about sending a LBA once I hear from them.
If there is anything else you can add to this thank you and I'd love to hear from you.

Apologies to everyone if I have confused the point of the thread by discussing other points that were raised.

Silk

Tessuk wrote: »

Hi,
To anyone reading this, all I want to know is how to end my contract due to sustained loss of service. I have written to their complaints review service and am waiting for a response. I will follow Silk's suggestion about sending a LBA once I hear from them.
If there is anything else you can add to this

The only thing at the moment is to chase up the complaints review every so often untill they reply, so that it becomes clear it's an issue you can no longer put up with.

Tessuk

Thanks Silk, much appreciated. I'll start phoning - I've had a terrible chest infection and been too unwell to be going out to phone but I can now. Will also keep emailing them. I'll let you know!

gjchester

Tessuk wrote: »

...everything was absolutely fine until O2 removed a mast.

Sorry you miss my point. A "normal" mobile call and TuGO call use different technologies. A normal call digitises your voice and sends via radio that code to the mast which relays it on to the mast nearest the recipient sends it their phone and the phone converts it back to sound.


TuGo uses the app to digitise your voice, sends the code via your broadband to O2's servers , which then relay it to the end mast.


If you have poor quality on both TuGo and in normal call it points to a possible fault in the handset.


It could be the fault would have never been noticed if you had not lost the mobile signal.

Tessuk wrote: »

On reflection, I don't need to justify why I need to make phone calls. I am paying for the service, the service should be there!

True


You changing how your use of the phone is irrelevant, you should be able to use it and you should get your line rental back for months you cannot use it and maybe something for the inconvenience.


However saying you can't make calls and it's affecting my business on a consumer contract gets you nothing extra, all you will get is your rental back you can't claim anything extra in compensation for any loss to a business,

Silk

gjchester wrote: »

However saying you can't make calls and it's affecting my business on a consumer contract gets you nothing extra, all you will get is your rental back you can't claim anything extra in compensation for any loss to a business,

Where does the OP say they want to claim loss of business ???

Tessuk

gjchester - I appreciate you trying to help but I couldn't care less about TuGo.

gjchester wrote: »

If you have poor quality on both TuGo and in normal call it points to a possible fault in the handset.

The calls themselves are not poor quality. Before the mast was taken down, and if I go somewhere where there is any signal the call quality is absolutely fine. My handset is fine, the fault has been clearly identified as being with O2 as mentioned now several times in this thread including the original post. I am not interested in discussing anything further not to do with my original question about terminating the contract with O2.

And Silk is spot on - I am not claiming for business damages or loss or whatever. I just want a phone I can make calls from without having to drive somewhere to do it.

Thank you Silk.