O2 15 August 2018
16 June ’18 – appointment with Guru in Bromley store to transfer data from iphone to Samsung. Mentioned that loved the phone but my phone signal wasn’t as good and was showing as H+. Was told it was unlikely to be 02 signal but shown how to check network connections.
19 July’18 – started working in Waterloo, SE1 area and regularly started getting network reception issues with multiple dropped calls as soon as I answered phone or tried to make call.
Tried to call customer service but couldn’t get a line as signal kept dropping. Also tried to connect to online Guru but could never get through.
1 Aug ’18 – got through to Guru, he didn’t read query properly and thought I was saying my calls were going straight to voicemail. Eventually understood, told to do network reset and told there were no issues in BR2 or SE1 areas where I was mainly using my phone.
Subsequent online support and visit to 02 Bromley store resulted in new sim being issued. This made no difference.
9 Aug’18 – online support tells me no more can be done and I have to go to a store for them to look at phone. I visited the Bromley store that evening. Spoke to Jack who told me he’d done everything he could and phone was likely to be faulty but only the assistant manager who wasn’t in could authorise it. I was asked to go back in on Sunday, 12 August.
12 Aug’18 – arrived at opening time and told the guy that I’d been asked by Jack to come in and speak to assistant manager. Waited over 30 minutes and original guy came over to take me over to a help desk and asked me again why I was there. Explained again, and he realised I needed to see asst manager who had told him to deal with me. Had to wait another ten minutes before asst manager came over.
Explained the events so far and that Jack had asked me to see him so that he could authorise a new phone to be issued as phone appeared to be faulty. Also advised that Jack had said he would have phone with him if he wanted to call to find out more. Asst manager said he wasn’t authorised to tell me I could have a new phone.
He then told me that I’d had my phone too long since I upgrade and there was nothing he could do. I then reminded him of what Jack had said and that my phone was not fit for purpose and showed him again the list of calls that were dropped by the network. He was then rude, resulting in me breaking down in tears through exhaustion and frustration at being passed from one to another and inconsistent information. He then was very rude to me and threatened to terminate the conversation and call security for me to be removed.
If I had been shouting and hollering and swearing I could have understood – he didn’t speak to the customer who came in and was speaking very loudly to everyone about the breach of data protection for 02 having enabled someone to access his and his wives intimate photos, text and photos of his children. I was treated very differently. Once he had spoken to this man he came back to speak to me having sent the guy away.
He kept telling me I was too late and I asked him to look at my records so that he could see that I’d raised it before. He told me he couldn’t under data protection rules. I said he the online team could access my previous online conversations. He reiterated again he couldn’t and showed me all he could access was my contract details.
I then started looking on my phone for all the transcript emails I’d received. Miraculously he was able to suddenly access these having said no one could access them due to data protection.
He then did a search and said it was a regular fault with the Samsung S8 effecting all networks and it couldn’t be dealt with by 02. My contract is with 02 not Samsung under the Sale of Goods Act.
I was then told I had to go to the Samsung Croydon support store where they would do diagnostic tests. He then pointed out the six antenna points on my phone and told me they were faulty. I was told they would take my phone for an hour so that they could do diagnostic tests whilst I could then go shopping. He told me that 3 out of 4 times they gave people new phones. He advised this was a better option than him sending the phone off for ten days for repair and having to have an inferior phone.
15 August 2018 – I took a day off from my current contract losing a day’s pay at £210 to go to Croydon and be there for 10am when the store opened. Plus £3.70 parking and mileage to the store. The person did the diagnostic test as soon as I was seen. Within just a few minutes he’d been able to verify that it was 02 that was at fault and not the Samsung phone.
The diagnostic screen showed:
Multiple cases of call drops have been found.
Normal call 83.79%
Call drop by network 12.91%
Call drop by devise 0%
Call drop by temporary n/w error or weak signal 3.3%
So in summary, I’ve had appalling service by 02 that has cost me money and time and I still don’t have access to the 4G network that I’m paying for and therefore breaking the service contract that I signed up to.
Please let me know what resolution o2 is offering me.
O2 15 August 2018
16 June ’18 – appointment with Guru in Bromley store to transfer data from iphone to Samsung. Mentioned that loved the phone but my phone signal wasn’t as good and was showing as H+. Was told it was unlikely to be 02 signal but shown how to check network connections.
19 July’18 – started working in Waterloo, SE1 area and regularly started getting network reception issues with multiple dropped calls as soon as I answered phone or tried to make call.
Tried to call customer service but couldn’t get a line as signal kept dropping. Also tried to connect to online Guru but could never get through.
1 Aug ’18 – got through to Guru, he didn’t read query properly and thought I was saying my calls were going straight to voicemail. Eventually understood, told to do network reset and told there were no issues in BR2 or SE1 areas where I was mainly using my phone.
Subsequent online support and visit to 02 Bromley store resulted in new sim being issued. This made no difference.
9 Aug’18 – online support tells me no more can be done and I have to go to a store for them to look at phone. I visited the Bromley store that evening. Spoke to Jack who told me he’d done everything he could and phone was likely to be faulty but only the assistant manager who wasn’t in could authorise it. I was asked to go back in on Sunday, 12 August.
12 Aug’18 – arrived at opening time and told the guy that I’d been asked by Jack to come in and speak to assistant manager. Waited over 30 minutes and original guy came over to take me over to a help desk and asked me again why I was there. Explained again, and he realised I needed to see asst manager who had told him to deal with me. Had to wait another ten minutes before asst manager came over.
Explained the events so far and that Jack had asked me to see him so that he could authorise a new phone to be issued as phone appeared to be faulty. Also advised that Jack had said he would have phone with him if he wanted to call to find out more. Asst manager said he wasn’t authorised to tell me I could have a new phone.
He then told me that I’d had my phone too long since I upgrade and there was nothing he could do. I then reminded him of what Jack had said and that my phone was not fit for purpose and showed him again the list of calls that were dropped by the network. He was then rude, resulting in me breaking down in tears through exhaustion and frustration at being passed from one to another and inconsistent information. He then was very rude to me and threatened to terminate the conversation and call security for me to be removed.
If I had been shouting and hollering and swearing I could have understood – he didn’t speak to the customer who came in and was speaking very loudly to everyone about the breach of data protection for 02 having enabled someone to access his and his wives intimate photos, text and photos of his children. I was treated very differently. Once he had spoken to this man he came back to speak to me having sent the guy away.
He kept telling me I was too late and I asked him to look at my records so that he could see that I’d raised it before. He told me he couldn’t under data protection rules. I said he the online team could access my previous online conversations. He reiterated again he couldn’t and showed me all he could access was my contract details.
I then started looking on my phone for all the transcript emails I’d received. Miraculously he was able to suddenly access these having said no one could access them due to data protection.
He then did a search and said it was a regular fault with the Samsung S8 effecting all networks and it couldn’t be dealt with by 02. My contract is with 02 not Samsung under the Sale of Goods Act.
I was then told I had to go to the Samsung Croydon support store where they would do diagnostic tests. He then pointed out the six antenna points on my phone and told me they were faulty. I was told they would take my phone for an hour so that they could do diagnostic tests whilst I could then go shopping. He told me that 3 out of 4 times they gave people new phones. He advised this was a better option than him sending the phone off for ten days for repair and having to have an inferior phone.
15 August 2018 – I took a day off from my current contract losing a day’s pay to go to Croydon and be there for 10am when the store opened. Plus £3.70 parking and mileage to the store. The person did the diagnostic test as soon as I was seen. Within just a few minutes he’d been able to verify that it was 02 that was at fault and not the Samsung phone.
The diagnostic screen showed:
Multiple cases of call drops have been found.
Normal call 83.79%
Call drop by network 12.91%
Call drop by devise 0%
Call drop by temporary n/w error or weak signal 3.3%
So in summary, I’ve had appalling service by 02 that has cost me money and time and I still don’t have access to the 4G network that I’m paying for and therefore breaking the service contract that I signed up to.
Please let me know what resolution o2 is offering me.
