Hi
After initially signing a new contract that was satisfactory for a few months, I upgraded to an unlimited 5G data plan. However, I experienced frequent drops in my 5G connection, resulting in days without internet access. Furthermore, from January 28th to 29th, I faced complete unavailability of 5G data, only being able to utilize voice and text services. I tested the SIM card in another phone and encountered the same issue of not being able to connect to 5G network.
I reached out to customer support to express my dissatisfaction, stating that the current situation was unacceptable. I requested to revert to my previous SIM plan, only to be informed that it could not be done without settling the remaining balance on the device plan, despite originally upgrading from the previous plan. I filed a complaint on 29th Jan, but I still haven't received any response up to now.
Today, the issue persists where the data randomly stops working, causing a delay in receiving notifications. Additionally, the Chrome browser is only displaying a blank page saying no internet connection. Once the notifications start to come through, all the missed ones come flooding in at once, indicating that the 5G signal has returned. Today, I contacted customer support to inquire about an update on my complaint, only to find out that no one has addressed the issue yet. I rolled back to my previous SIM plan.
I wasn't even offered any reimbursement for the terrible 5G connectivity. I would like to cancel the SIM plan but I will continue paying off the device plan monthly. I plan to switch to a different network provider for data since I heavily rely on it. I will patiently await an update on the complaint, and should it remain unresolved, I will proceed to request a deadlock letter and escalate the issue to the Ombudsman for further resolution.
Stay away from joining O2 at all costs!
