O2 complaints- signal

martee

hi guys.

can anyone help me

I have moved into a new property and o2 signal is non existent. they have basically told me it was a good network area but there has been loads of complaints made in last 4 weeks and they know the signal is bad. They admitted it was not fair for me to pay my bill when I cant get signal in this postcode but said they would not do anything about it until someone goes to the area from o2 and that can take upto 6 months.

the solution they offered was to download an app to use on wifi ( I don't have broadband at home as I don't need it)

or use wifi from a shopping centre that is 1mile away from me.

surely there is something in the contract that allows me to cancel.

someone please help as my farther is pretty ill and I need my phone working and available to take calls etc incase of emergencies .

its the full postcode even my work address.

cheers

StuC75

Did you check the signal before you moved into the property?? I know its something I always check along with availability of fibre\ infinity \ virgin services - that way you know what the options are..

Can you get a landline installed at the property?

Its likely that the terms and conditions of the contract will state what level of service you could expect - and the fact that you had the contract long before the move wouldn't make it grounds to cancel...

Do you have a spare handset that you could setup on a different network (with a connection) which people could use to contact in an emergency?.

mije1983

martee wrote: »

surely there is something in the contract that allows me to cancel.

No there isn't. No provider guarantees 100% coverage.

If the loss of signal had been due to something they had done, you may have an argument. However, as you chose to move to an area with no O2 signal you will have to pay any ETC if you decide to terminate and they are not willing to offer any goodwill. What they may do is offer some credit for the down time.

As said above, if your father is ill and you rely on a mobile phone, get down to a phone shop and pick up a £10 PAYG handset on a different network (check the signal in your area first though!)

visidigi

mije1983 wrote: »

No there isn't. No provider guarantees 100% coverage.

If the loss of signal had been due to something they had done, you may have an argument. However, as you chose to move to an area with no O2 signal you will have to pay any ETC if you decide to terminate and they are not willing to offer any goodwill. What they may do is offer some credit for the down time.

As said above, if your father is ill and you rely on a mobile phone, get down to a phone shop and pick up a £10 PAYG handset on a different network (check the signal in your area first though!)

I read it that o2 say there should be a fine signal....

but that there currently isn't.

That's completely different from moving to a location which you know won't have a signal and then you try to get out of the contract imo.

mije1983

visidigi wrote: »

I read it that o2 say there should be a fine signal....

but that there currently isn't.

That's completely different from moving to a location which you know won't have a signal and then you try to get out of the contract imo.

I'll stand corrected if that is what was meant, however it's not really clear to me from the OP so some clarification would be good.

Who said the signal should be good? What complaints? Is it a faulty mast?

martee

HI Guys , At the moment it says its good signal. but when I rang up they said its getting changed to a poor signal area and they need to investigate what is causing it but It can take up to 6 months

when I moved it was classed as a good signal area and still is until they update the system.They said the mast is working but they cant explain why no one in the area is receiving very poor service

StuC75

The point is that the contract you signed will not have any specific requirement or tied to service being available in that area - and the signal can fluctuate..

JJ_Egan

martee wrote: »

H update the system.They said the mast is working but they cant explain why no one in the area is receiving very poor service

If no one in the area is receiving very poor service bar you then it would be worth checking the phone well away from your home .

martee

a lot of people have reported bad signal in the area. my sister in law came to my house yesterday and as soon as she got in my area signal dropped. when I go into the centre of Newcastle or 2- mins down the road signal is fine. the small print of contract says...You're entitled to the quality of service generally given by a competent mobile telecommunications service provider, using its reasonable skill and care.


I am not getting any service at all in my area as it wont work

19lottie82

I had the same problem with o2 and after a couple of complaint emails they agreed to release me from the contract fee free as long as I returned the handset so it may be worth asking for this.

19lottie82

PS o2 also advised the signal should be fine in my area. I got full bars on my phone but calls were inaudible and usually dropped within ten seconds.