Solved: MAST DOWN IN VILLAGE

Anonymous · ‎24-09-2014

We now enter day 2 without being able to make a call or send a text in our village. The website shows a non functioning mast is being investigated. We only have a snail like 2G at the best of times, but at least we normally have a good signal for voice calls. If it wasn't for wifi my Galaxy S5 would be as much use as a brick. Some of the villages around us now have 4G. I think we have been forgotten.

Anonymous · ‎24-09-2014

Very frustrating and there are a lot of people with the same issue.

Get as many people you can to log a complaint as this may encourage the network to rectify the issue quicker.

Also, ask for a credit to put on your account as you shouldnt be paying for a service you cannot use!!!

Anonymous · ‎24-09-2014

Hi @Anonymous

I feel for your situation.

Unfortunately O2 do not give repair / upgrade info on masts.

You could see if turning off 3G in your phones settings helps stabilise your phone call quality.

Have you considered using Tugo if your on a Contract ,and have home broadband Wifi in the interim.

Or if on payg use what's app or Viber as examples, but the other parties need these two downloaded too.

If your on contract you could direct your incoming calls to another number.
Is use another networks payg sim number or landline !

Help link on Call Diverts http://service.o2.co.uk/IQ/srvs/cgi-bin/webcgi.exe?New,KB=Companion,question=ref(user):str(Mobile),CASE=13448

MI5 · ‎24-09-2014

2 days is not a significant amount of time in terms of repairing a mast failure. Some faults can/may take up to a week or longer in extreme circumstances, unfortunately.
Keep an eye on the service status for the most reliable updates.....
http://status.o2.co.uk/

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎24-09-2014

Very frustrating and there are a lot of people with the same issue.

Get as many people you can to log a complaint as this may encourage the network to rectify the issue quicker.

Also, ask for a credit to put on your account as you shouldnt be paying for a service you cannot use!!!

MI5 · ‎24-09-2014

@Anonymous wrote:

Also, ask for a credit to put on your account as you shouldnt be paying for a service you cannot use!!!

Just to be 100% clear on this point.

O2 will, in many cases, make individual goodwill gestures to cover downtime, however, they are not obliged to do so and there is a clause in the T&C's which covers this eventuality.

The key is, to call CS once service is restored and be polite in your request for some compensation

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

jonsie · ‎24-09-2014

Key point @MI5 ask politely, don't demand.

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Anonymous · ‎24-09-2014

@jonsie wrote:
Key point @MI5 ask politely, don't demand.

Is it not possible to demand politely?

Gerry

jonsie · ‎24-09-2014

I'm sure certain people can...

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Anonymous · ‎25-09-2014

It came back last night, I suppose all in all not too bad. Two days. Hopefully we will eventually be upgraded to 4G. The villages either side of ours are. We missed out on 3G. 2G reminds me of dial-up internet. It belongs in the history books