Terrible customer service

[Anonymous]

I currently have an iPhone 5 which i got on release day from 02. At first i had problems sending and receiving texts and phone calls, texts would come through hours or even days later than sent and with calls the phone wouldn't ring, these were all while having full signal and in several different locations. After talking to 02 customer support many times i was issued with a new sim, this didn't resolve the problem. I then changed the phone at an apple store, still didn't resolve. I have restored the phone, been switched off at 02's end and eventually given a new sim-only contract on a new account, even after all of this i still have the same problem. This week i rang 02 to see what else can be done, it took four calls from my phone all of which cut out just after i had got hold of a member of the customer support so i then had to use my girlfriends Vodafone phone to ring 02, this call cost me over £10 as apposed to the usual free phone number i can use from my 02 phone. I was hoping for my phone to be unlocked so i can move to a network that works as currently i am paying for a poor at best service. However i was told iPhone 5 currently can't be unlocked.

Currently 02 are not offering me a way to get a working service and their only advice was that "they are not stopping me from moving to another network" and that i should feel free to do so. However as my phone can't be unlocked, financially i cannot afford to buy a new phone and move elsewhere.

does anyone have any advice for me?

[Anonymous]

I only know its locked because i went into phones4u who tried a different network in it 😞

The reason i feel this is terrible customer service is because 02 has admitted it is a fault with them yet when they have run out of suggestions to try they simply say "feel free to leave"

[Liquid]

See that part I didn't know:) I too have learnt something I thought it was all done phone side rather than a list of imeis.

[Liquid]

I agree it is bad CS but the reps have their hands tied on this matter:(

[Anonymous]

Sorry but why is not unlocking a new Iphone bad customer service??

To the OP, you have tried two phones, two different sims. Does anybody else in your student accomadation have issues with O2 signal?

You also say Tugo does not work due to possible wireless issue. Do you have access to wireless on your laptop or what ever you are using?

What exactly did O2 say as I doubt very much they would say it is there issue?

[Anonymous]

Im not saying that not unlocking the phone is the bad customer service, its because they dont know what to do so their only advice was feel free to leave, and the problem occurs everywhere and not just at my student accomodation.
And the reason they admit its their fault is because they can see they text has been sent to me but not delivered to the phone as the network sees my phone as turned off, when it isnt its is on and has full signal, the text is then only delivered after i send another text or use it to make a phone call

[Anonymous]

What Apps do you have on the phone?

I struggle to understand that two phones and two sims could be a O2 issue. Not saying it isn't just can't see how. 

You may have said so apologies but has it always been like this from day one of you getting the phone? 

Have you tried another O2 phone or your old phone?

If it is not the phone or the sim plus you are saying you are getting signal then the only things left are Apps or a Account issue with o2.

[Anonymous]

02 said it was an account issue which is why i was issued a new sim only contract but the problem seemed to still be there on the new contract. It is slightly better on the new contract but it do still notice it a bit.

[Anonymous]

Is it still useable & bearable to contend with

[Anonymous]

It is sometimes, but like the otherday when i was ringing customer service it cut off four time in a row with in 2 mins of each call starting

[Anonymous · Accepted solution]

Have you tried 2g signal instead of 3G as you will find you get a better signal