O2 mobile internet picture messages - contract breach?

Saveitandsee

I got a contract with O2 8 months ago. I couldn't access mobile internet or send picture messages. I was bounced between customer services and the local shop who refused to replace my sim or the phone, but messed about with my settings.

8 months on I have finally managed to get the SIM replaced but I am still in the same predicament. I can only access the internet via WIFI, not through the mobile network. Now they are trying to tell me that it's a network issue yet anyone else with an o2 phone can be sat right next to me and have a perfect signal, the o2 website shows good coverage for my area both inside and outside and despite travelling all over the UK and Ireland, no matter where I go, I cannot access the internet through the mobile network.

I told them that I was fed up paying for a service that I cannot use. Their new argument is that I pay for the handset - rubbish. I pay £20 per month for the handset as a credit agreement and a further £20 for my contract. I signed two different agreements when I took the contract out; one for the phone and one for the service.

As far as I understand it, I am paying them to provide a service whereby I can make/receive calls, send/receive texts and access mobile internet and if I cannot access that service through no fault of my own, then they are in breach of our agreement. Is that correct?

What do I do now, insist they check the phone for repair? And if they agree to it, do they have to supply me with a temporary phone? They say no but surely to heck they can't keep charging me for something that I can't use?

eggsarnie

you dont need a repair, you just need either o2 to send you the settings, really easy just click accept when they arrive or if its an obscure phone sometimes you just put the settings in manually, takes about 5 mins tops.

what phone is it ?

Saveitandsee

The settings are fine, they are set correctly. I've had it checked by the shop, customer services and have looked online to ensure that it's not that causing the issue, but thank you very much for your response.

It's a Galaxy s4

Jon_01

What exactly is the problem?

In the header you say picture messages, but in the op you say 'make/receive calls, send/receive texts and access mobile internet'.

If it is mms (picture messages) what happens when someone send you one?

JJ_Egan

Last time i saw this problem the user had the Mobile Data tab turned off .


Suggest you use one of the O2 sims that are sitting next to you and see what happens . Likewise one of these working phone with your sim .

Phone is not usually on a contract as contract is for the network .
Anyone tried a factory reset ???

Saveitandsee

Hi, thank you for replying.

I can make and receive calls, send and receive texts but when I try an MMS message, it just won't send. It will spend ages loading then will say 'message not sent'. MMS is an annoyance, nothing more but I really do need my internet as I travel a lot and need to be able to answer emails whilst I am on the go. When I try to access the internet, it tells me that there is no signal for mobile networks.

Mobile data is turned on. I had the SIM replaced today and it didn't change anything. A factory reset was done and it didn't change anything either. I can't put the SIM in another phone because it's a mirco sim and all other phones are normal sim size.

I pay for the phone handset via a credit agreement; they gave me the option of paying £20 a month or buying it outright. I opted to pay it at £20 a month and they would take the payment at the same time as they take payment for usage. When the handset is paid off, they stop charging me for the phone but keep charging me for usage.

Silk

To be certain it's not the settings download the Tweaker app and use that to set it up.
If the result is the same and O2 are certain it's not the account and the sim has been changed then that would only leave the phone so it would need to be sent back to be checked and repaired.
Depending on the staff in your local shop you could ask them to try your sim in another phone to rule out the sim and vice versa.

Saveitandsee

Thank you very much. I will download the app and give that a shot.

Saveitandsee

Oh my goodness Silk, you've cracked it. The mobile internet is extremely slow (and shouldn't be in this area as the 3G coverage is supposed to be excellent and I have an 'E' symbol where my 3G symbol should be), but it works for internet and email. Doesn't work for the Facebook app though.

Here's the kicker: They can't test it on a phone in the store because the store is within the shopping centre where no mobile phone can get any signal whatsoever. You couldn't make this up.

Silk

Saveitandsee wrote: »

Oh my goodness Silk, you've cracked it. The mobile internet is extremely slow (and shouldn't be in this area as the 3G coverage is supposed to be excellent and I have an 'E' symbol where my 3G symbol should be), but it works for internet and email. Doesn't work for the Facebook app though.

Well at leastr it's working now ....not sure about the Facebook side but I use Open Signal App to ensure I have the best signal in the area which may help ?