Re: Issue with messages

Yuli1 · ‎04-12-2023

I cannot receive any text messages more than 20 days, I called 3 times for that ,they rise another ticket and still don’t solve the problem. Absolutely unprofessional service!!! I’m 6 years costumer in O2 and never delayed 1 single day for pay my bills, and now have to wait more than 20 days for fix the problem. First time when I spoke with them they told me-it’s Apple problem, I get one day off to go to Apple center and they do different tests and prove it my device is perfect and the problem is on my network provider-O2 , when I call them back again and explain the situation they promised to fix the issue 3-5 days, after one week they do nothing about it and i go straight to my local branch office O2 and explain that. They just call again to costumer service and I wasted my time again to report same issue like a parrot even after firs ticket for that. They again promised to fix the problem for 3-5 days and after week-the problem is still there. After that I said myself that’s enough for my passion and I go again to the local branch and ask friendly just to quit my contract to go to another provider because I can’t wait anymore because having a problems already to send some documents to GOV because cannot get any verification codes because this message issues, when I asked to quit my contract because they don’t provide the service which I paid, they told me if I tried to cancel they will send my name to collectors, absolutely arrogant manners.Now 20 days later they still charged me for unlimited messages even I can’t get 1 sms. I designated to get my rights on legal way. Because this is too much, O2 offers me compensation 10£ for this headache and stress, i already loss for 2 working days to go to Apple(how they advise me) and to O2 local office which cost me 400£+ stress and headache. Now after more than 20 days O2 told me to wait another 5 days. I have booked appointment with communication ombudsman for tomorrow about that. Once when I this nightmare finish, I don’t want to be O2 costumer .

Oxonian · ‎04-12-2023

@Yuli1

Welcome to the forum.

There's a lot to unpack in that post, but to start with, does anything in Guide: Text Message Tips (not sent or received) help you ?

Yuli1 · ‎04-12-2023

Thank you but I tried everything on this post before and swapped my sim as well just in case, not works. First thing when stop receiving messages was to check on internet for any advice and tips, I tried all stuff which I found in a lot similar situations, nothing works, this post which you shared , I check before 10 days even 2 times every single tip to make sure,when I tried with different SIM card(number) from my friend-he is on O2 as well, I start receiving messages straight away, that’s mean that, the issue is specifically to this number when he put my SIM card to his phone he don’t get any messages, please don’t advised me to replace my SIM with new one, I tried this already 2 times 1 with eSim and second time with normal plastic card- and still not working

Oxonian · ‎05-12-2023

@Yuli1

How did your appointment with the Communications' Ombudsman go ?

Yuli1 · ‎19-12-2023

He told me to ask for letter of deadlock, 3 times in 3 different stores they refused to give me that letter.I recorded everything and have evidence for this. O2 have to explain this to the ombudsman and the media as well because I made contact already.After more than 30 days,O2 mail me that: Vectone need to provide there SCCP carrier detail so EE can put the correct routing in place to allow sms messages to be forwarded on.When I made the contract with O2 nobody explain to me that: we gonna use split port and in future you can have problems with phone calls and messages if you try to keep the same number. Now when the problem is too serious-nearly 40 days without receiving messages they just said it’s Vecton mobile problem not O2, I’m costumer on O2 not Vectone I paid 6 years to O2 and in their own contract they promised to

@Oxonian wrote:
@Yuli1
How did your appointment with the Communications' Ombudsman go ?

provide the contracted service with reasonable care and skill. I would argue that the service was not being carried out with reasonable skill and care if O2 can’t give me that service! I do my duty to pay my bills, they breach the contract, simple as that. Before they blames Apple for this mess , after I lose 1 working day in Apple Store for tests, they show me my iPhone is perfect, when I show O2 the results of the tests they now find to blame again someone else - Vecton mobile , maybe after another week they gonna find guilty climate change for this issue. They trying to make me look like a 5 year old kid or idiot. Let’s see what happens after few more weeks, I’ll call back to ombudsman and call to media's as well . I have a lot evidence and records, O2 brings me a lot headache and stress.This is screen shot from my complains without response and solution from O2 , this is small part of the list for every complaint they promised to solve it 3-5 working days

Oxonian · ‎20-12-2023

@Yuli1

I don't think that you will ever get a letter of deadlock from an O2 retail store. That need to come from their complaints' team.

But do you need the letter of deadlock ? The "Customer Complaints code" is at :-

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

On page 4, that says :-

"If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman".

Hence, if you lodged your complaint more than 56 days ago and it has not been resolved, you are in a position of deadlock and can go to the Ombudsman without a deadlock letter.

Please keep us updated on developments.

Yuli1 · ‎20-12-2023

Hi, thanks for your reply, I’ll ask for that letter complaining team as well-ombudsman advised me that already. And told me the same if they don’t provide it they go back to him anyway. I’ll travel aboard tomorrow and have to call every time to my bank for transactions to confirm, because cannot receive verification codes by text message. This is a headache because I’ll be 15-20 days in Asia. When I come back I’ll get call to ombudsman and media as well, they are impressed to tell this story.

Oxonian · ‎21-12-2023

@Yuli1

Enjoy your visit to Asia, good luck with the Ombudsman and please keep us updated on developments.