Issue with phone provider

mustbedebtfree

Am I being unreasonable?

I've used the same mobile provider for 10 years and pay a considerable sum (50 +) each month for mobile phone and tablet

In the past 6-7 months I have no longer been able to make or receive calls or texts at home or at work (only 3 miles apart). Frustrating....yes

So I call said provider and have a nice lengthly conversation with an operator that "boosts" my signal and commissions work on the nearest mast to me and will arrange a refund of my line rental for 6 months as goodwill.

Fast forward one week I call back to say that I've not heard anything when I should have. I get told that the previous operator has lied and they have absolutely no way of boosting signal nor to have any work done on masts. Also as for refund he didn't put a note on the system so no chance.

Now I'm not typically one to complain but this time is different I'm not going to be made a total mug off.

Am I completely unreasonable???

Buzby

Unfortunately, if you didn't ask for confirmation or record the call then yes, why expect the party at fault to admit anything? Did you note the date, time and name of the operator? Talk is cheap - base stations can be boosted, but not by CS staff as it impacts on many things including catchment areas and call capacities.

If you don't get the service you are paying for, you either get a goodwill payment or in absence of this, you make arrangements to leave and switch to a network that does offer coverage you need.

Silk

mustbedebtfree wrote: »

Fast forward one week I call back to say that I've not heard anything when I should have. I get told that the previous operator has lied and they have absolutely no way of boosting signal nor to have any work done on masts. Also as for refund he didn't put a note on the system so no chance.

What explanation did they give for the loss of signal ?

Which operator is it and do you have a 3g or 2g phone because some 2g masts are being turned off

mustbedebtfree

Buzby wrote: »

Unfortunately, if you didn't ask for confirmation or record the call then yes, why expect the party at fault to admit anything? Did you note the date, time and name of the operator? Talk is cheap - base stations can be boosted, but not by CS staff as it impacts on many things including catchment areas and call capacities.

If you don't get the service you are paying for, you either get a goodwill payment or in absence of this, you make arrangements to leave and switch to a network that does offer coverage you need.

I have all the info about the call and the next person I spoke to said they could see notes on the system of when I spoke to him.
They have made a couple of options and none I believe come close to restoring any faith I had in them

I clarified in the first call that failing a resolution I would leave and did not want to be charged an early cancellation fee. I'm 14 months into a 24 month contract. Which that operator also agreed to.

I've asked for it to be escalated and their recorded calls to be listened to

Do I have any legal rights to cancel now that they all of a sudden don't provide coverage in my area?

mustbedebtfree

Silk wrote: »

What explanation did they give for the loss of signal ?

Which operator is it and do you have a 3g or 2g phone because some 2g masts are being turned off

Just that I'm in a black spot, I've lived in the same house for 6 years and only just had issues this year.

It's 3G and orange

Silk

mustbedebtfree wrote: »

Do I have any legal rights to cancel now that they all of a sudden don't provide coverage in my area?

You need to report the fault (loss of signal) and give them reasonable time to investigate and repair the fault if they can.
If they fail to restore the signal within reasonable time you can ask to cancel the contract at no cost to yourself.
As it stands they are failing to provide the standard of service which you have previously enjoyed when taking out the contract.
Thats providing you did not renew your contract after the signal fault was first reported.