O2 compensation

Sharkmonkey

In the area I live we have had a problem with the telecoms mast and have had no or very little signal since about the 5th September. I called them today and have been told that they will not be looking at the mast until 14th October. that is over a month since the issues started.
I can occasionally make a call sat in the lounge but as soon as I leave the room the signal goes. I cannot always make a call at home. If I leave the house I don't have a signal between my home and when I get into Bolton town centre (2 miles away).
Nobody can call me when I am at home and I can't send texts.
I called O2 today and asked about compensation. I was told I wasn't entitled.  The man asked if I had wifi calling, I said it works occasionally but when I am out of the home it obviously doesn't work.

I told him that I wasn't getting the service I was paying for as I can't make or receive phone calls at home and can I leave my contract. He told me that my contract doesn't say I should be able to make or receive calls at home and because I can make and receive calls away from home I am not entitled to anything.

Surely this isn't right? I am paying for a service that isn't fit for service. Can I leave? Do OFCOM have rules for this? Am I entitled to compensation?

He said to me that I didn't appear to have any issues speaking to him today. I told him I was calling on my landline and he suggested I should continue to use that!!!

Thanks

Tony

Neil_Jones

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/problems/mobile-faults-guide - "Depending on the circumstances, it may be appropriate for your provider to offer you some money back while repairs are being made"

In other words, unlike the equivalent for home phone/broadband, there is nothing similar for mobile phone outages.  You may find that your contract states that the provider cannot be responsible for a loss of signal, but if you can prove that this happens on a constant basis, you may have a chance of success in claiming compensation.

But basically yes - signal is never 100% guaranteed, and that's why we have Wi-Fi calling as back-up options.