Significant Signal Loss

Legacy_user

Hi there!

I'm after some advice regarding a complete loss of mobile phone signal at home, which I've been experiencing now for 10+ days. I'm with O2, halfway through a contract, and up until now the rural area where I live has had very good 4G signal.

However, there was suddenly a complete loss of signal, and because I work from home, I cannot receive any calls on my mobile whatsoever. I've contacted O2, who said because a signal fault developed so quickly they couldn't alert customers in the area and that they still cannot give an estimate as to when the signal will be restored.

As a one-off goodwill gesture they've applied £30 credit to my account, which is fine but we're now heading towards two weeks without any O2 signal.

So my question is... if this signal loss drags on, what are my options when I'm paying for a service that I'm not even able to receive? My only other option is to continually drive out of the area and work in a coffee shop, but for weeks on end that will be costly for me.

Any advice would be much appreciated so I know where I stand.

Many thanks!

Jon_01

Masts are sometimes on privet land and permission has to be obtained before the engineers can start work on a fix.
Once they're on site O2 cs should have a time to fix appear on their system.

If you're on a business contract you should get some form of compensation, if you're on a standard consumer contract you'll get a refund on the number of days you were without a service. . .

JJ_Egan

A business owner would surely have a backup plan .
Sim card from another provider etc .

Green127

Sorry I'm new to this so not sure if writing in right place however I wanted to ask if o2 guarantee the download speeds of their 4g network do they state a minimum guaranteed speed as mine has dropped from between 30 to 40 mbs minimum to between 857kbs and 2.8mbs I'm still able to cancel upgrade as still just within 14 days of taking it out but been customer years and not had this problem before they've told me could be sim card or new phone but yesterday I was out and got speeds of 90+ mbs so I know it's not phone or sim. I'm concerned as I don't want to commit to 3year contract on possibility it's going to improve. Is there a clause in their contract that states if certain speeds can't be reached their in breach of contract and it can be cancelled without penalty.

Would appreciate some help as only got couple days before I have to commit and been told it could take 5 days to investigate

Jon_01

Green127 wrote: »

Sorry I'm new to this so not sure if writing in right place however I wanted to ask if o2 guarantee the download speeds of their 4g network do they state a minimum guaranteed speed as mine has dropped from between 30 to 40 mbs minimum to between 857kbs and 2.8mbs I'm still able to cancel upgrade as still just within 14 days of taking it out but been customer years and not had this problem before they've told me could be sim card or new phone but yesterday I was out and got speeds of 90+ mbs so I know it's not phone or sim. I'm concerned as I don't want to commit to 3year contract on possibility it's going to improve. Is there a clause in their contract that states if certain speeds can't be reached their in breach of contract and it can be cancelled without penalty.

Would appreciate some help as only got couple days before I have to commit and been told it could take 5 days to investigate

I doubt they could guarantee a min speed (or that any network could?). The speed is dependent, to a large part, on the number of people using the cell site at the same time. The more users the slower the speed will be at that time. . .

Exemplar

markashleypattison wrote: »

Hi there!

I'm after some advice regarding a complete loss of mobile phone signal at home, which I've been experiencing now for 10+ days. I'm with O2, halfway through a contract, and up until now the rural area where I live has had very good 4G signal.

However, there was suddenly a complete loss of signal, and because I work from home, I cannot receive any calls on my mobile whatsoever. I've contacted O2, who said because a signal fault developed so quickly they couldn't alert customers in the area and that they still cannot give an estimate as to when the signal will be restored.

As a one-off goodwill gesture they've applied £30 credit to my account, which is fine but we're now heading towards two weeks without any O2 signal.

So my question is... if this signal loss drags on, what are my options when I'm paying for a service that I'm not even able to receive? My only other option is to continually drive out of the area and work in a coffee shop, but for weeks on end that will be costly for me.

Any advice would be much appreciated so I know where I stand.

Many thanks!

WIFI calling?
If it is a phone provided by your employer tell them ASAP as they may add WIFI calling to your SIM, get you a signal booster OR swap you to a known other network.

As for another comment here it's 100% correct as in if it's a mast that's at fault on private land then O2 may need to get a wayleave to gain access, that can take week/ months or more.

If the phone is your personal one and it's a personal not business contract then you will find zero support here, sorry.

mobilejunkie

Green127 wrote: »

Sorry I'm new to this so not sure if writing in right place however I wanted to ask if o2 guarantee the download speeds of their 4g network do they state a minimum guaranteed speed as mine has dropped from between 30 to 40 mbs minimum to between 857kbs and 2.8mbs I'm still able to cancel upgrade as still just within 14 days of taking it out but been customer years and not had this problem before they've told me could be sim card or new phone but yesterday I was out and got speeds of 90+ mbs so I know it's not phone or sim. I'm concerned as I don't want to commit to 3year contract on possibility it's going to improve. Is there a clause in their contract that states if certain speeds can't be reached their in breach of contract and it can be cancelled without penalty.

Would appreciate some help as only got couple days before I have to commit and been told it could take 5 days to investigate

Unless O2 includes a cooling off period in their t&c for upgrades there isn't one.

Anything over two years suggests it is a business contract unless it's one of the new contracts which split the phone from the airtime) - there is no cooling off period for those in any case.

Green127

firstly thanks for all your help.....



UPDATE.............


After days of ranting at o2 technical department telling me it's not their network.I have told them there is and their system is not picking it up. I had an intelligent lady on the phone who understands my situation has advised it could take five days to sort out and have been given an extension to the 14 day cancellation period only for a few extra days to see if they can improve speeds again.

At least I now feel like I've been listened to.

mobilejunkie

Green127 wrote: »

firstly thanks for all your help.....



UPDATE.............


After days of ranting at o2 technical department telling me it's not their network.I have told them there is and their system is not picking it up. I had an intelligent lady on the phone who understands my situation has advised it could take five days to sort out and have been given an extension to the 14 day cancellation period only for a few extra days to see if they can improve speeds again.

At least I now feel like I've been listened to.

I hope you got her name and department.

Green127

Yes got all her details and confirmation email ....
Did have to ask for it thou

Chino

markashleypattison wrote: »

Any advice would be much appreciated so I know where I stand.

Perhaps advise people of your landline number?