What to do if you have no signal and the operator does nothing?

n1guy

grumbler wrote: »

This depends on what they actually said - in plain English, please.

If you mean paying £200, then your question makes no sense because it's still a secret what handset it is and what was its market price when your contract started.

O2 do the airtime and handset separately, O2 Refresh I believe its called. Anyone can change handsets when every they want as long as they pay the balance owing on the handset and get another. It was a Galaxy S5, £399 it cost originally, I am half way into the contract.

diamonds

It is a way to get out easy pay the handset off, but o2 again admitted further liability by saying they were surprised you ever got a signal ontop of admitting their network actions caused no signal.

Did you contact the review service ? Was it them that contacted you? Review service can end penalty free - I had it done years ago, customer services will want handset paid out generally.


I think the Review service would accept handset return offer or write amount off based on twice o2 admitting liability of network signal.

n1guy

diamonds wrote: »

It is a way to get out easy pay the handset off, but o2 again admitted further liability by saying they were surprised you ever got a signal ontop of admitting their network actions caused no signal.

Did you contact the review service ? Was it them that contacted you? Review service can end penalty free - I had it done years ago, customer services will want handset paid out generally.


I think the Review service would accept handset return offer or write amount off based on twice o2 admitting liability of network signal.

No, would you believe the complaints review service have never contacted me. 2 complaints lodged, 2 emails saying they would respond within 7 days and on both occasions they have not.

I am more surprised about the CEO, usually in 9 times out of 10 they are quick of the mark to get the issue sorted. The CEO did contact me the first time I sent them a complaint, but this was only because my nearest mast had an issue that was being worked on so they blamed that even though my problems started long before this mast went down. And when the mast was fixed and my problems still existed they've gone silent, even when I sent them an email with the ombudsman reference as the title they haven't flinched.

Customer service can do nothing, they have no authority, the fact of the matter is on O2 Refresh the tariff I am on anyone can end the contract early by paying off the handset cost so they again are not doing me any favors.

The only people who will contact you back are the network team who will say yes no coverage but they have no power to do anything and will transfer you back to customer service who do nothing.

So thats what you're up against.

grumbler

n1guy wrote: »

O2 do the airtime and handset separately, O2 Refresh I believe its called. Anyone can change handsets when every they want as long as they pay the balance owing on the handset and get another. It was a Galaxy S5, £399 it cost originally, I am half way into the contract.

I see two reasonable solutions: you return the handset or keep paying for it as per the original credit agreement. The airtime contract gets terminated without charges.

diamonds

PAC out and take o2 to the ombudsman after the 8 week contact rule passes to have the final bill squashed, they admitted liability twice and failed thus far through complaints or review to address the issue without wanting more money from you, giving up the handset as you offered is giving up the money you paid for it every month, I cant see a ombudsman frowning at you for offering to return a handset you have part paid for.


Also o2 Refresh is when customers want to leave or upgrade, not when o2 cannot provide the obligation of service as per your T&C.

n1guy

grumbler wrote: »

I see two reasonable solutions: you return the handset or keep paying for it as per the original credit agreement. The airtime contract gets terminated without charges.

Very good suggestion, I ran this past O2, No sorry you have to pay the handset off in full before we issue a PAC code.

makeyourdaddyproud

You're in possession of a good you cannot use, therefore the contract to provide you with a service is null and void.

Almost every call centre monkey are under pressure to upsell in order to keep their jobs; if the acquiesced at every turn they would be sacked very quickly indeed. Predictably, you were fobbed off over the phone, next step Ombudsman AND Trading Standards

n1guy

Ok an update. This is a good story. I spent over an hour on the phone to O2, We have some progress in that it is now loud and clear on my notes that I have no coverage and nothing can be done to fix this so the network team put me through to customer services to discuss the contract, they wanted the remainder of the phone paid, I said I have no issue with this but can not pay it all in one go, I can pay of monthly as I have been doing, we got no where so I asked to speak to the manager, The manager was very helpful and said "Right this has been on going for some time, you always pay on time etc etc" the best I can do is let you out of the contract fee free and get the phone unlatched" great I thought. He put me on hold for a moment to get me my unlatch code, the music changed and I knew I had been shafted, back to the network team I went and I explained, back to customer services I went again and I explained about getting out without fees and getting cut off, he words where "I can't comment on my colleagues motives but that does sound very suspicious" He was also cute enough not to leave any notes. Dirty dirty company!!!! So now she said she is going to have to listen to the recording of the conversation and phone me back, I bet she wont.

grumbler

n1guy wrote: »

I ran this past O2, No sorry you have to pay the handset off in full before we issue a PAC code.

>> Can my mobile provider refuse to give me a PAC?

Ofcom wrote:

Your provider cannot refuse to issue a PAC if you have any outstanding bills or charges to pay.

makeyourdaddyproud wrote: »

...next step ...AND Trading Standards

You must be joking.

n1guy

Just an update. At the moment a mast is down so everything is put down to that, even though the engineers notes say I will get no coverage. I have been down this route about 3-4 times now I can tell exactly what will happen next.

1 - Mast is down
2- Mast is fixed and still no coverage so sent to the network team
3- Network team phones and apologizes saying I have no coverage and nothing can be done to fix that
4 - Sent back to customer services who will then forward to the TUGO team
5- TUGO team try various things but long story short their app is crap
6 - Back to customer service who apologies for all the hassle, at this stage they make so sort of offer.
7- Next day phone back offer was rubbish call has to be pulled
8- Callpull is ignored and the go back to number 1 and start all over again.

The annoying part is there is no one higher I can go to, the Ombudsman hasn't replied either 2 weeks later.

On Thursday past I was offered £5 per month of my line rental for the remainder of the contract, OK its something I thought. Phoned Friday to make sure it was done to be told load of rubbish basically, never happened. So that call is being pulled which gives them another week.