Mast repairs

[Anonymous]

Hi my partner and I have had little or no signal indoors for weeks.A local mast is being repaired.I was getting the updates each time saying they would contact me again in a few days.This stopped after quite a few with the final one saying no more updates!even though the fault was still there.I went to France for a week and could not use the cheaper method of mobile to mobile to keep in touch with my partner.I had to ring my landline.We are considering cancelling our contracts as we cannot use our phones at home and thete is no way of finding out how long the repairs will be.My post code is CT6 8SD.

[Cleoriff]

Hi @Anonymous Having checked your postcode I get this

Sorry a phone mast close to you isn't working

Sorry, there’s a mast near you that isn’t fully working and we’re waiting for our 3rd party supplier to visit the site to fix the problem. Your service may be intermittent for calls, using the internet, or sending/receiving messages in this area during this time.  

As you say this has been going on for weeks you may want to put in a complaint http://www.o2.co.uk/how-to-complain  Also you could download Tugo for calls and texts over Wifi http://www.o2.co.uk/apps/tu-go

[MI5]

O2/never give a timeline for repairs. As they are waiting for a 3rd parry in your case, all you can do is keep calling to report the issue. You can also download the My Network app to report it.
CS may give you a goodwill payment once the mast is fixed.

[Bambino]

@Anonymous If you cancel your contracts you will still have to pay the remainder of what is owed on them. Have you tried the TuGo app as @Cleoriff suggested to see if you can use your phones over WiFi? http://www.o2.co.uk/apps/tu-go

Do you know if any other networks are getting a signal in your area? Are your phones unlocked to allow you to try other network sims? You need to consider all this before you cancel.

[Anonymous]

Thanks for your replies ,yes I have TuGo but its more of the fact they dropped the reports to me when the problem is not resolved and also the fact I am paying for a level of service on two contracts that we are not getting.It is just frustrating that our family etc could not contact either of us at home on our mobiles.I think we will just have to keep reporting it although all we want is a continued report on progress (or not) from our first inquiry.

[MI5]

You can register for updates from the status page.
Have you tried that route?
http://status.o2.co.uk/

[Anonymous]

Yep thats the updates I was getting.They stopped but if you enter details again it says there is still a issue registered to those details,and will not let you put it in again....

[jonsie]

Download the My Network app and report it again through the app.

http://www.o2.co.uk/apps/my-network

[Curr946]

in my opinion you "may" have grounds for cancellation "if" O2 kept delaying the repair. But it would seem O2 are aware and are working on a fix. Im sure if you register a complaint once its sorted out they will discount your line rental for the time the fault was present.

http://www.o2.co.uk/contactus

[MI5]

---

@Curr946 wrote:
*snip: they will discount your line rental for the time the fault was present.

---

They "might" give a goodwill gesture, as I have already stated but it is not compulsory nor guaranteed I'm afraid.