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Hello,

I've got an issue and I'd like to ask for your opinions.

Ever since I moved house, in July 2011, the signal I have received on my mobile has been appalling. There have been occasional times when the signal has help, but a lot of the time, I can not send or receive texts and calls either do not pick up, do not come through, despite my phone telling me I have plenty of signal, or calls drop.

I first contacted them regarding the issue in early July. I was told they'd get back to me soon, but they never did. I left it for a while as I was very busy, and phoned again a couple of months later. I was once again, told the same thing, but no one ever got back to me.

So again, last week, I contacted them. I was told that they'd look into the issue and contact me back by the end of this week. After receiving no reply by the end of today, I contacted them using online web support. Please note, last time I chatted them on this, they credited my account to the sum of £5 GBP.

However, today when I contacted them, they once again told me that they would contact the network department and get back to me. I assumed that once again, this would be an empty promise, so carried on trying to resolve the issue. They suggested that I contact the network support department myself. However, the only way to do so is over the phone, and the only number that it's possible to contact them on is an 0844 number, which costs, usually, 7 pence per minute, a price I'm not willing to pay. I made this clear to the representative.

After discussing for a while, I was told that there was nothing he could do about this. My next step, as by this stage I was getting fairly tired of this futile conversation, was to ask if he was able to terminate my contract. He said that this was impossible. He also said that it was impossible for someone of his position to credit my account, something which I have never asked for, but something that I know is possible as it was previously done by a person from the same place, just 2 weeks ago.

I carried on to tell him that I wanted a number for someone with a more senior position. He continued to claim that this was beyond his capability. Finally, after probably my 5th time of asking, after a 5 minute wait, the representative disconnected the chat. This was completely unprovoked, I was at no point rude or offensive and I retained a calm manner through out. I've taken screen shots of this entire conversation, and am ready to contact them tomorrow as soon as I can.

Before I did, I just wanted to ask this, does any one have any advice that might be helpful to me, or, which would be even better, a toll free number for O2-UK.

Thanks in advance. Tim

asked Jan 20 '12 at 17:41

Tim%20Fontana's gravatar image

Tim Fontana
16.4k148211390


How about this? You call the 02-UK signup number and demand the person that's helping you sign up for a new line of service to transfer you? I know it seems like a lot of work, but it's worth it.

P.S.: I use O2 when I'm in the UK (maybe like 2x a year) it sucks IMO. That's why I use Orange, and since I have a Orange Dominicana SIM from the Dominican, I get to use the service. Same for T-Mobile and their roaming abilities abroad. I get to use the T-Mobile and O2 signal if I chose.

answered Jan 20 '12 at 18:55

DJ%20Scooby%20Doo's gravatar image

DJ Scooby Doo
9.7k247285384

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Asked: Jan 20 '12 at 17:41

Seen: 815 times

Last updated: Jan 21 '12 at 04:58