Help - advice needed. Network issues with o2.

countrygirl84

Evening,


I am looking for a little advice. I have been with o2 for numerous years and never had any issues previously. Last year (August/September time) I started suffering with issues with the network when in or near my home. My calls were dropping out nearly every time I made a call, I was unable to use barely any data and texts were taking a long time to come through. I left it a little while before reporting the issue as thought it may be some work they were doing on the network. That and I had a little girl in August so had other priorities. Anyway, I finally got around to reporting it and this has been going on now for some months. I have since had a new phone (through my insurance - different issue) and SIM card so know that the problems are not with either of them. After several promises of manager call backs etc, I raised a complaint with them. In it I asked for them to resolve the issues that I was having or release me from my contract so that I was able to move networks. Their response came back a couple of days ago and I was so disappointed. In it they tell me that there are no known issues in the area and are unwilling to release me from my contract as my usage is 'consistent'. I did explain to them that I was able to use my phone when away from my home but they tell me that because I have been using a few hours calls and 300mb of data every month, I'm obviously not having any issues using my phone. I am at the end of my tether with this. I have another 15 months left to run on this contract so paying to leave is not an option.
I hope this makes sense. I'm never very good at explaining things. I am about to reply to the response and would appreciate any help. Is anyone able to provide any advice?
Much appreciated.

19lottie82

I had a similar issue with o2 a few years ago. I kept on at them and they agreed to release me from the contract as long as I returned the handset.

countrygirl84

You just kept calling them?

System

Yes, make a formal complaint as they are not providing the service you signed up to.

They will probably say ' you have a faulty sim card' and replace it numerous times then say it's your handset (that mysteriously works fine on with other networks).

They will never acknowledge that their network is the issue but may eventually accept the cancellation of the contract.