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Bad 02 phone signal - Amanda B (3rd Sep 2009 - 21:36:55) Over that last few days have had really intermittant signal on mobile with o2... anyone else out there with similar problems?

Re: Bad 02 phone signal - jo herridge (3rd Sep 2009 - 23:49:14) i quite agree. i am so glad i am not going crazy. been on the phone 3 times in 2 days from my landline and they say they are not aware of any network problem. it takes me several attempts to send a txt then i give up. incoming txts arrive several hrs later and all calls in and out it just says no network coverage of it just disconnects. Trying to ring their customer services free of charge from my phone is impossible. they told me it was my sim card as it was an old 2g one being used in a 3g phone but it made no difference

Re: Bad 02 phone signal - Miranda Rowe (4th Sep 2009 - 08:41:17) I've been having problems too. Rang Customer Services from my landline last night, they got me to reset my phone etc but nothing changed. They said they hadn't any notification about any problems in our area, but that they'd check with the "Engineering" department. But they go home at 5.30pm. Will try again today when I have time.

Re: Bad 02 phone signal - Sarah (4th Sep 2009 - 09:23:32) Yes its driving me mad! I thought it was because my battery is a couple of years old now and was just hoping it'd sort itself out - glad it's not just me then!! It seems to be a bit better today.

Re: Bad 02 phone signal - jo herridge (4th Sep 2009 - 11:55:15) just been on the phone to them insisting there IS a problem in the area and they are "raising a case" to network services to report and solve the problem. I have also asked for a credit to be applied to my account as a goodwill gesture for the inconvenience and cost of calls to ring them. She said there are engineers working on the problem as we speak as it had already been reported and as there is no time scale on how long it will take for the fault to be fixed to wait and see how many days I experienced the problem, give them a call back and they will give me a credit to my account to cover the days of not being able to use phone. I suggest others do the same, afterall we are paying for the service

Re: Bad 02 phone signal - helen (4th Sep 2009 - 12:43:34) Four of us have o2 in this household all experiencing problems although have not phoned to complain of any problems. Have got broadband with them and had no problems with that so far.

Re: Bad 02 phone signal - Jane G (4th Sep 2009 - 13:39:04) Yes I have also been experiencing problems! If you do a search on talkback here you'll see this has happened a few times before over the last few years. As I found out last time, they won't do anything at all until they've had more than one phone call from the public, so we all ought to get on to them if it's still a problem.

Re: Bad 02 phone signal - Melanie (4th Sep 2009 - 16:42:23) OMG! - work mobile is O2 and nearly all of my calls have failed part way through today. Annoying!

Re: Bad 02 phone signal - Miranda (4th Sep 2009 - 18:44:55) Have been on the phone again to 02 and I spoke to a very helpful guy and got him to read this thread, which made him realise I wasn't the only person to have a problem. He confirmed that someone else had rung and reported a fault, and added my report to this. He's promised that the fault will be worked on and he will keep me posted with the findings and hopefully the problem will be sorted as soon as possible. Let's hope it's sooner rather than later.... it's driving me mad !!

Re: Bad 02 phone signal - nik (4th Sep 2009 - 19:04:30) it's not just me then! I thought it may have been a problem with my phones...both 02, it's causing all manner of problems!

Re: Bad 02 phone signal - Jonathan (5th Sep 2009 - 08:25:47) Not just a problem in Liphook, normally I have full signal at work in Farnborough, but had nothing yesterday!

Re: Bad 02 phone signal - helen (6th Sep 2009 - 10:58:24) Have heard that there is a mast down somewhere, dont know if this is true though,just thought it might be of some help.

Re: Bad 02 phone signal - peter shepherd (6th Sep 2009 - 11:40:03) Still not working this morning, day seven,once a year this happens. Vodaphone has now one new customer!!!.

Re: Bad 02 phone signal - jo herridge (6th Sep 2009 - 17:13:28) been on the phone yet again to O2 as its day 7/8 cant remember which day the problem started. the bloke I spoke to said no problem they are aware of. I told him to check again and to check this site. Ten mins on hold later and he said there is a problem being worked on but no timescale. I complained about the cost of all the times I am calling an 0870 number. He said free from mobile (did he really say that? yes he did) he then said we do have an 0800 number to ring so I will use it from now on. 0800 5874005. I wonder why this number is not advertised on their website? Nothing to do with money of course. Lets hope this gets sorted soon cos its driving me mad.

Re: Bad 02 phone signal - Neil (6th Sep 2009 - 19:35:30) I will see what I can find out, I am just about to sign a 350k a year deal with O2 and cant have this issue. I have a good account manager so I hope she can help out. Will post if I get somthing

Re: Bad 02 phone signal - Amanda B (6th Sep 2009 - 20:24:21) Thank you all for your responses to my initial posting. I have also spoken to o2 (friday)and have been told that there has been some repairs to the mast in our area at the beginning of september which should now be completed. However made them aware that there were others having the same problems with me so clearly things had not been repaired/works completed. I was told that it would be looked into but in the meantime I should try and reset my handset on a two hourly basis in the meantime! I am getting very fed up now :-( aaargggghhhhhhhh

Re: Bad 02 phone signal - Nichola Harrison (6th Sep 2009 - 20:52:48) I too have had no signal for the past few days, although my signal has always been intermittant and unreliable. Most inconvenient not to mention very annoying! I have rang O2 and after 30 mins on hold, complained and was informed that they were investgating! Typical. After threatening to cancel my contract they said they would suspend line charges until the problem had been rectified. All very well but no point having a fancy i-phone if you can't use it! The i-phone being the only reason I can't change server. And of this I am sure they are well aware.

Re: Bad 02 phone signal - Melanie (7th Sep 2009 - 10:33:35) Got work to chase up issue and response to them was: O2 have advised that there was a "Priority 1" fault with the service in our area on Friday. There was a local network failure and O2 had people working on it all day.

Re: Bad 02 phone signal - Hannah (7th Sep 2009 - 11:22:25) So what does this mean? When will we be getting our signals back because it is really starting to frustrate me now. I recieved my bill this morning and i really don't feel like paying it. I think its disgusting how we are expected to be without the use of our phones.

Re: Bad 02 phone signal - Neil (7th Sep 2009 - 11:33:08) Had word they are upgrading the network for the new iPhone, the uptake has been great than first thought. Also some better new as of November they will be sharing a lot more masts with VF so signal should improve across the country

Re: Bad 02 phone signal - peter shepherd (7th Sep 2009 - 11:58:24) Driving me mad now!!!. Day ten no answers no nothing,just the same excuses.Surely 10 days is enough time to sort it out!!!.

Re: Bad 02 phone signal - Hannah (7th Sep 2009 - 12:08:46) I emailed customer services and they replied to say that they know there is a problem which they are trying to sort out but they don't know about the timescale. I then replied to ask what they expect us to do in the meantime and if i can have some sort of credit back. We'll see??

Re: Bad 02 phone signal - Jane G (7th Sep 2009 - 13:32:59) O2 should rightfully give credit to customers where we haven't received service for over a week...it's madness to expect to pay for a phone that you can't use! Last time this happened I did manage to negotiate a credit through Carphone Warehouse (who I have my contract with)...but it did take a number of phone calls for them to do anything.

Re: Bad 02 phone signal - Nat (7th Sep 2009 - 14:11:16) I have had this problem in the past with vodafone they are always very helpful give a clear indication of the problem and a time scale of when it will be fixed - When I have questioned how they will compensate me for lack of service I have been offered the costs of having to call them from a land line, and (as I was unable to use my mobile) I also got half price line rental for that month - not to bad and Id say alot better than O2. Just thought this may be of some use, when you next phone to complain mention that other networks offer compensation it may just work. - They wont want to loose your custom.

Re: Bad 02 phone signal - Hannah (7th Sep 2009 - 18:20:43) I got an email to say my account had been credited with £5.00 i assume £1 per day. Suppose this is a start but for how long will we have no signal for?

Re: Bad 02 phone signal - Amanda B (7th Sep 2009 - 21:15:38) Been on phone again today and told 'aware of the situation and hope to be resolved in a few days'. Asked whether compensation would be given and told that as phone is a 'mobile' should accept that from time to time the signal may be lost or poor so unlikley to get anything ! Shall be calling customer services billing department in the morning.'

Re: Bad 02 phone signal - jo herridge (8th Sep 2009 - 06:34:33) I got up this morning to a constant full signal so it appears that the problems has been fixed at long last. I hope everybody else is back to normal use with their phones today. Now to haggle for compensation!!! Jo

Re: Bad 02 phone signal - jo herridge (8th Sep 2009 - 11:32:57) maybe i spoke too soon. i now have no signal again grrrrrrrr!!!!!!!

Re: Bad 02 phone signal - Sarah (8th Sep 2009 - 11:48:09) No i still have no signal either. It keeps coming and going. Urghhhhhh.

Re: Bad 02 phone signal - Miranda (8th Sep 2009 - 13:05:35) Have just been on the phone to 02 and apparently they are still working on the problem. Was worried that as we had such marvellous signal this morning that they thought they had fixed it and closed the file. They said that they'd phone me as soon as they have fixed it, but unfortunately they have no idea how long it's going to take !

Re: Bad 02 phone signal - Jane G (8th Sep 2009 - 19:36:58) Ggggrrrrrr.....just when we thought it was ok again!

Re: Bad 02 phone signal - Stevie Gardner (9th Sep 2009 - 00:09:07) I think that this has something to do with the amount of construction workers at the Tunnel. The local system has not got the capacity to cope perhaps? Signal is fine during the night but drops out through the day.

Re: Bad 02 phone signal - Mary (10th Sep 2009 - 10:53:34) I still have no signal, is anyone else in the same boat? O2 said yesterday they have no work on in this area, does anyone know if this is true?

Re: Bad 02 phone signal - jo herridge (10th Sep 2009 - 12:09:57) i still have no signal either and when i do i try to make a quick call or send a txt it senses that i am going to do it and the signal goes again! it has been 12 days like this now. they are still working on the problem as far as i know

Re: Bad 02 phone signal - Elizabeth Dhillon (10th Sep 2009 - 12:13:24) O2 signal very unpredictable in the area at the moment and causing a fair amount of inconvenience. Have had no problems in the past - only in the a the last couple of weeks or so. If the problem is not resolved fairly promptly, or O2 remains in denial we are going to switch to Vodafone. I understand Vodafone also has better coverage on the Liphook to Waterloo train line, is this correct?

Re: Bad 02 phone signal - Amanda B (10th Sep 2009 - 12:39:29) Spoke to o2 at carphone warehouse as I have a contract through them.Told that O2 have notified them of 'a planned outtage' ie planned improvements to the service. The work started on 9/9 ( strange as we've all experienced problems prior to this date ) and being completed by 23rd Sept, possibly sooner! Asked if I would qualify for some sort of compensation due to poor service or to cover costs of all my calls and told no I wouldn't get anything as I can get service/use my phone if I go out of the area! Did comment on the fact that I shouldnt have to drive 5 miles to use my phone but told that this was policy. Roll on 23rd !!

Re: Bad 02 phone signal - jo herridge (10th Sep 2009 - 13:43:17) O2 are useless. now they tell me there is no problem never has been and we just have a poor signal and thats what its always been like. they said there is NOTHING THEY CAN DO. I am on phone to them now getting very irate, waiting to speak to a manager, scrap that he said manager will say the same so now im going to retention to cancel contract

Re: Bad 02 phone signal - jo herridge (10th Sep 2009 - 14:17:03) no luck there so writing complaint. had enough now. if anyone would like the complaints address it is O2 Complaints Review Service PO Box 302 Dunstable LU6 9GN

Re: Bad 02 phone signal - Melanie (10th Sep 2009 - 15:07:37) Office chased this up again for me as calls are still cutting out and the latest business-business response is: " I can confirm we know of a problem with a nearby transmitter at Woolmer Forest. The fault has been intermittent for some time and we're continuing to try to carry out a fix. This may or may already have resulted in O2 having to take the site out of service at times."

Re: Bad 02 phone signal - neil (10th Sep 2009 - 15:39:08) Ok Some news back from O2 account manager. The site fix date is set for 21st September, reason being is the location and the landowner who is only allowing this date (I guess it could have crops) They will continue to see if they can bring it forward.

Re: Bad 02 phone signal - NF (11th Sep 2009 - 11:30:10) I get my billing from Carphone Warehouse o2 and they don't understand why it hasn't been fixed and why it could take till the 21st September to fix it. They have credited me my full months line rental which they claim off o2 so i suggest that everyone rings up to claim their line rental back. I asked about network migration but they said its not currently possible from o2. The lady on the phone said she has never seen an issue like this where a mast is down for more then a week and has been working for CPW for three years so it just proves how ridiculous our situation is!

Re: Bad 02 phone signal - Jane G (11th Sep 2009 - 13:30:27) NF - any chance you may have got a reference number from Carphone Warehouse? When I called them they seemed unaware of the problem, and were really not too helpful. When I asked about credit of line rental for the month they said that it wasn't their policy, as I should expect some degree of poor coverage at varying times.

Re: Bad 02 phone signal - Steph (11th Sep 2009 - 17:52:32) I have spoken to O2 again (4th time this week) and insisted that this is investigated. They have given me a case number now which is 5395761, so anyone phoning them can quote this and (hopefully) not be fobbed off!!

Re: Bad 02 phone signal - Miranda (11th Sep 2009 - 22:13:20) I also have a case number and have been phoning regularly, but today I couldn't believe it.... Today Carphone Warehouse said to me that 02 didn't realise that mobile phone signal and texts were affected, they just thought it was internet etc. I'm afraid I lost it... especiallly as it had taken over half an hour in the first instance (over a week ago) to log my concerns over our mobile phone signal. So have now decided enough is enough and am going to change to another mobile phone provider. I really can't believe 02's incompetency, that they don't tell their staff what's going on, so they all tell different callers different stories and expect us to believe that they're professionals.

Re: Bad 02 phone signal - Sumi Olson (13th Sep 2009 - 08:52:44) I can recommend orange - so far have had no problems at all in the time I've been in Liphook (touch wood, don't want to jinx it) and the deals I've got have been very good. Good luck! Sumi

Re: Bad 02 phone signal - jilly (13th Sep 2009 - 16:12:24) I first noticed a problem Thursday 3rd September, and called O2 on Sunday 6th. The woman I spoke to said there was a problem and they were working to fix it....transpired on Tuesday 8th that she was an idiot as the alleged problem was with broadband, not mobile signal, or lack of it. The guy this time said there was no problem, that O2 couldn't guarantee coverage blah blah blah. I was told to expect bad signal from time to time...weather, buildings.....yeah, like a huge building sprung up to block the signal overnight...my contract expires on 22nd December and given the lack of concern and helpfulness I shall not be renewing it...a fact that was of no interest at all to the last person I spoke to...

Re: Bad 02 phone signal - Beth (13th Sep 2009 - 22:51:40) I noticed the problem on the 3rd (Thursday) and called O2 on the saturday, and have called them each day since then. Each time they have fobbed me off saying that there haven't been any complaints about signal in the area(!) and all our cell sites are fully operational. After a bit of arguing they will admit that yes there have been complaints, and they are doing everything they can to fix the problem but still have no timeframe on how long this will take. I asked about cancelling my contract as I can't sit around and wait forever, and was told that this would incur termination fees. When I asked if this would still apply owing to the circumstances they directed me to the small print, which states that whilst they endeavour to provide a good service, they cannot guarantee this all of the time. When I pointed out that they were currently [not] providing any service to Liphook, the person I spoke to didn't have an answer!

Re: Bad 02 phone signal - Jane G (14th Sep 2009 - 18:36:39) I have spoken to someone very helpful at Carphone Warehouse and they have subsequently called O2. This is a major fault affecting not just mobile phones but GPRS etc etc. Although any contract you have with a provider does have a get out to their benefit about intermittent service, this is classed as a major fault and therefore is handled differently. The latest is that this should be fixed by 21st September, however this date is not guaranteed. If you call and quote the reference with O2 quoted earlier in this thread then Carphone Warehouse/O2 are well aware of the problem. They have agreed to credit back my whole line rental for this month.

Re: Bad 02 phone signal - Steph (16th Sep 2009 - 16:07:57) Have spoken to O2 yet again and have eventually had a proper response. Apparently the landowner will not allow access to the mast until 21st September, O2 say that the problem will be resolved very quickly once they have access. So, on the 22nd if the signal has not been restored, we should all phone and complain, yet again!!

Re: Bad 02 phone signal - Jane Wright (17th Sep 2009 - 12:31:19) After a lot of phone calls to 02 and Carphone Warehouse, with most of the time being spent on hold, or being cut off, or being transferred to someone else, I am finally being credited by CPW with one month's line rental. This is NOT compensation for having had no 02 signal for so long because it is policy not to do this, but it is purely a goodwill gesture!!!!! I did threaten to leave them and discourage everyone from ever going near them etc. etc! I also had confirmation that 02 are fully aware of the problems but the engineers still cannot gain access to the necessary cell site and cannot say when this access will be granted to them, ie. don't hold your breath for the problem being sorted on 21st! By the way, apparently 02 will not talk to CPW unless there is a very angry customer on the line!!!!!

Re: Bad 02 phone signal - Dolby (17th Sep 2009 - 19:19:49) I have spoken to O2 with regards to both my o2 mobiles and my partners Tesco mobile and have been made aware that there is a problem with a mast of some sort however they are unable to gain access. The feedback I was given is that anyone on either networks with o2, 3 and Tesco mobile will all be suffering and are unlikely to have an resolution until at least the 21st. I am sure that everyone will agree that this is not a satisfying answer and we have waited long enough for them to fix THEIR fault

Re: Bad 02 phone signal - Neil (18th Sep 2009 - 11:40:02) Not sure how much it will help but I have told O2 I am not signing a £320k contract with them until it is resolved. The account manager has passed this on to head of networks to see if they can speed this up. Thanks

Re: Bad 02 phone signal - Dawn Janette Hoskins (18th Sep 2009 - 19:18:35) I'm with Virgin. Full signal and some great deals too. Worth considering if you fancy a change.

Re: Bad 02 phone signal - jo herridge (21st Sep 2009 - 13:25:27) Do I mention it again but I have had a full signal for approx 2 hrs now, it dips slightly but my signal hasn't been this good in just over 3 wks. Have they finally fixed the problem? Only time will tell. Jo

Re: Bad 02 phone signal - Jane G (21st Sep 2009 - 20:37:25) 5 whole bars tonight....that's 5 bars of signal strength (and not chocolate!) Yippee!

Re: Bad 02 phone signal - Amanda B (24th Sep 2009 - 17:32:42) Have spoken to O2 at Carphone Warehouse who have arranged to refund my account with my line rental from the 4th - 23rd September, equates to £1 per day. Good luck for everyone else out there seeking a refund.

Re: Bad 02 phone signal - Jane G (25th Sep 2009 - 18:49:23) Is it just me...or are we back to virtually no O2 phone signal again?? Phone intermittent during the day, and now next to nothing...usually have a full signal!

Re: Bad 02 phone signal - Beth (25th Sep 2009 - 19:00:53) Ours is out completely - all phones saying no service. I've just phoned O2 and they've spoken to the helpdesk. Apparently there is a problem covering the whole of the GU postcode area. There is one mast that is shared between O2 and BT and the BT bit has a fault which is affecting all O2 phones in the GU area. They weren't able to tell me how long the problem would take to resolve but they have been chasing BT and they are treating it as their highest priority and are doing everything they can to fix it. Sound familiar???

Re: Bad 02 phone signal - Amanda B (25th Sep 2009 - 19:17:25) Yes me too :-(((((( just when it all looked promising. May need to call O2 again.

Re: Bad 02 phone signal - Hannah (25th Sep 2009 - 19:21:21) yes mine has gone again. Have had full signal virtually all week and now i have nothing, i really just want to change to another company now, i'm fed up with it.

Re: Bad 02 phone signal - jo herridge (25th Sep 2009 - 19:37:37) my phone been ok with a full signal since Monday but my signal been bad all day today too. This is absolutely ridiculous. Mind you, since Monday my phone although having full signal has been breaking up a lot and on most calls i cannot be heard so i have to resort to using landline phone for mobile calls. I AM NOT A HAPPY O2 BUNNY

Re: Bad 02 phone signal - jilly (25th Sep 2009 - 20:17:46) Couldn't agree more!!!! Just logged on to see if anyone else was having problems! YES...signal erratic at best and non existent at worst. Was definitely better on Monday 21st, Tuesday 22nd...began again on Wednesday??? Now back to where we were. Back to calling. Back to complaining. Back to O2 denying there is a problem. Back to wishing it was December 22nd when my contract ends.

Re: Bad 02 phone signal - Beth (25th Sep 2009 - 20:38:47) Ours is out completely - all phones saying no service. I've just phoned O2 and they've spoken to the helpdesk. Apparently there is a problem covering the whole of the GU postcode area. There is one mast that is shared between O2 and BT and the BT bit has a fault which is affecting all O2 phones in the GU area. They weren't able to tell me how long the problem would take to resolve but they have been chasing BT and they are treating it as their highest priority and are doing everything they can to fix it. Sound familiar???

Re: Bad 02 phone signal - jilly (25th Sep 2009 - 20:58:15) OK guys. Have just phoned the O2 freephone number (0800 5874005). That is a number dedicated to dealing with O2 network problems. If we ever experience network problems in the future this is the number to call. The folks answering 202 should pass our on concerns - as that is how network faults are logged. My experience is that they do not. Spoke to a very nice guy who says there is still a recognised MAJOR SERVICE fault and that the engineers are still working on it. Our nearest cell is in Woolmer Forest and that is down - this is why the signal is intermittent - as in we are mostly getting erratic signal from eleswhere. He had no idea why things seemed to have improved on Monday and Tuesday, but at least we know the case is not closed. By the way, I was given a different case number (5272967), but he didn't disagree with the old case number either. Hope this heps.

Re: Bad 02 phone signal - Chris (26th Sep 2009 - 06:50:55) I have read this thread with interest as I was tempted to purchase an iPhone. Definitely not now with O2 having a monopoly on the service for it! Hope this is resolved for you all soon!

Re: Bad 02 phone signal - Amanda B (26th Sep 2009 - 11:44:51) I've spoken again to O2 who said that the only problems are with GU1 & GU2. The problem lies apparently with my sim card!! I'm getting extremely fed up with the different explainations that re being given and if it continues for much longer will certainly think about termiinating my contract for another provider.

Re: Bad 02 phone signal - Neil (26th Sep 2009 - 19:33:44) Sorry your all still having issues, due to this I have told O2 I will not be taking out account with them and staying with O2

Re: Bad 02 phone signal - jo herridge (28th Sep 2009 - 18:58:08) im still having major problems with not having a signal. I sent letter to complaints review service and someone from from O2 complaints department rang me today. He told me that to give it till mid October for the problem to be resolved, if I am not happy they are willing to let me out of the contract without penalty. In the meantime he has given me a £20 off next bill. It not a lot but its a start.

Re: Bad 02 phone signal - Darren Ellis (28th Sep 2009 - 19:03:39) Hi all, Have been in the same boat as all the other O2 customers in this area since the beginning of September. Have a company phone, used at home for work, so have had to travel 2-3 miles to make calls. Numerous phone calls to O2 have only resulted in the same responce..... "aware of problem but no set date for repair". Have advised the company I work for of the situation (they get annoyed when unable to contact me) and they have tried to escalate the problem (we have a lot of phones with O2 so have a direct contact with them) but as of today........"we still have no set date for the repair of cell number 2022, but our engineers are working on it". As we're all aware it's a pretty poor situation for a major company to have not repaired a major service distruption to there network after a month. Maybe a call to a newspaper/TV station is now required? Does anyone who is affected have a contact who can help? Has happened in Liphook before......lol!

Re: Bad 02 phone signal - Darren Ellis (29th Sep 2009 - 08:56:09) Sorry guys, just in case someone was really interested, I got the cell number wrong. Should be cell 2202....... not that it seems to help in getting it fixed!

Re: Bad 02 phone signal - Chris (29th Sep 2009 - 09:58:29) Maybe you can get the OneShow to review the case (Dom Littlewood)? www.bbc.co.uk/...

Re: Bad 02 phone signal - Beth (29th Sep 2009 - 22:19:52) I wrote to Dom Littlewood and got an automated response to say that they would look into it and would be in touch for further details if they thought it was something that they could help with. In the meantime, try complaining about o2 to ofcom http://www.ofcom.org.uk/complain/mobile/ or the financial ombudsman: http://www.financial-ombudsman.org.uk/ and tell O2 that you're doing this. And just for info, orange can now offer the iphone. All being well o2 will not charge me to transfer should this continue to be an issue As for people being given different stories when they call customer services, at best it seems that the staff are very ill informed and at worst they are being encouraged to lie to the customers. Getting very frustrated now

Re: Bad 02 phone signal - Darren Ellis (30th Sep 2009 - 09:35:58) Have filled in the Watchdog programme enquiry form but won't be holding my breath!

Re: Bad 02 phone signal - Darren Ellis (30th Sep 2009 - 09:56:26) Me again........... this is proving a real problem now! As suggested I have submitted a report to Ofcom via the above link. Although they don't react to every report if they get a number of reports they will contact O2 for an answer.May I suggest that everyone who's having a problem submits a report to see if it will help. It can't do any harm and may just push O2 to get their finger out, or at least give us a date for repair.

Re: Bad 02 phone signal - marian camilleri (30th Sep 2009 - 10:23:44) Just had a very frustrating conversation with a singularly unhelpful customer service rep at 02. She told me that on her screen there was no problem in my area. I said there was. She told me that it wasn't showing on her screen. Only when I told her that I had information about the cell number did she concede that there were problems in some areas and this was possibly to do with work being done on the transmitters to facilitate the change over from 2G to 3G. I got a £10 good will gesture and told that because I hadn't complained earlier they were unwilling to take my complaint about poor signal from the beginning of September but now that I have logged my complaint they are aware. She was incredibly rude and I found the whole experience incredibly irritating. The other annoying thing is I had to ring from my land line on a 0870 number as I can't ring customer service free from my mobile phone I have no signal on my 02 line!!!! So my £10 will probably just about cover the cost of my complaint call.

Re: Bad 02 phone signal - Paul Bradley (30th Sep 2009 - 10:50:11) I have also filled in the watchdog form online and am waiting to see if there is a response. I also emailed O2 customer service sayinghow annoying it is and that I was considering cancelling my contract and they said they expect it to be fixed soon and credited me £30 towards my next bill. Perhaps everyone should do this.

Re: Bad 02 phone signal - marian camilleri (30th Sep 2009 - 11:43:08) I have also submitted a complaint to Ofcom. Incidentally when I quoted the cell number concerned and explained that I had the information from a local website I was told I shouldn't be reading about other people's problems with O2 on websites. I was told that it wasn't helpful. I have to disagree, I have found it extremely helpful to be better informed that the customer service people appear to be and I thought that which websites I visited and/or read was my own business. Obviously not according to O2

Re: Bad 02 phone signal - neil (30th Sep 2009 - 11:50:22) Just FYI great website to get non 0870 numbers, it will give you the correct landline number so no high call charges www.saynoto0870.com

Re: Bad 02 phone signal - Darren Ellis (30th Sep 2009 - 18:17:56) Just to add that I also completed the Watchdog form on the BBC site and received a telephone call this afternoon from a researcher wanting more info. (happened to be in Maidenhead at the time so he was able to get through!) He thinks they may want to run with the problem so would suggest others contact them to see what they can do. If you want to be on TV now's your chance!............. lol

Re: Bad 02 phone signal - jo herridge (30th Sep 2009 - 21:41:48) regarding the above post say no to 0870, it is worth noting that once companies are aware of the normal geographical landline number being available on this site they usually block it. I have used this site regularly in the past but get frustrated when these numbers are no longer available. It is still a very useful site though

Re: Bad 02 phone signal - Darren Ellis (1st Oct 2009 - 08:51:35) mmm........ 08.45 this morning and I've a full 5 bars of signal, better than it's ever been! How long will it last this time? Have O2 been monitoring this site and realised they may be in for a bit of negative PR and decided to do something?

Re: Bad 02 phone signal - paul bradley (1st Oct 2009 - 10:34:04) signal has gone .... again

Re: Bad 02 phone signal - richard (1st Oct 2009 - 16:46:46) Spoke today with O2. After hanging on 0870 number for 20 minutes finally advised that they are aware of o2 problem in GU30 area and are only giving restricted service. Problem seems to be that each cell has reached full capacity, then passing on to next cell (which is also up to full capacity) so basically they are unable to handle the amount of calls/texts in the area. They are working to resolve but can't confirm if this will be days, weeks or months.

Re: Bad 02 phone signal - helen m (1st Oct 2009 - 16:52:23) just had a man from the bbc at my door asking if we have had poor mobile signal. he is from watchdog and wants to know if people with o2 who are having problems could contact him. matt: 020 8008 4923 or matthew.cottingham@bbc.co.uk they are trying to organise a demonstration in the village tomorrow.... good luck! personally i'm with orange... they just have rubbish signal all over the country not just liphook!

Re: Bad 02 phone signal - Darren Ellis (1st Oct 2009 - 17:33:22) Got back home at 5pm to no signal again........... Interesting responce from O2 in the above Talkback. From my understanding if the base stations are full to capacity then you would receive a "Network busy" message on your phone, not no signal. Maybe I'm wrong but sounds like yet another story from O2? Good to hear BBC are interested, maybe it will shame O2 into giving us all the truth (or at least the same answer) to our questions and get there finger out to repair the problem. If anyone can help them then get in touch, it can't hurt.

Re: Bad 02 phone signal - Jane G (1st Oct 2009 - 18:33:25) I've also had a BBC researcher knocking on my door this afternoon and he gave me the same details as in previous post to contact. They are very keen to get people's comments for their Watchdog programme. I've given them my details and a researcher is going to phone me for my comments ....Mrs Angry from Liphook said...! Sounds like we should all be getting onto O2 again as clearly we're getting nowhere fast here.

Re: Bad 02 phone signal - jo herridge (1st Oct 2009 - 18:44:32) I have numerous messages on my phone. The ones to date are - no network coverage, disconnected, network busy and connection error. Also a lot of the time no calls or texts come through at all. I have just emailed the bloke from the BBC so will wait for a response.

Re: Bad 02 phone signal - jo herridge (1st Oct 2009 - 19:35:19) Well that was quick!! 7.40pm sent email 7.06pm Watchdog rang me. They are going to be in Liphook tomorrow from approx 11am till approx 5pm. They asked me for details on my experience regarding the matter. I am just awaiting on an email with all the details for tomorrow. [editor - it was so fast that they rang you before you emailed - lol - typo I guess !]

Re: Bad 02 phone signal - Beth (1st Oct 2009 - 20:19:24) My Grandad had a note through the door today to say that the BBC are investigating the issue. Anyone with information should email matthew.cottingham@bbc.co.uk They want info on customer services as well as the fault itself!

Re: Bad 02 phone signal - jo herridge (1st Oct 2009 - 21:06:10) sorry. it was 6.40pm I emailed not 7.40pm I got a bit excited there I think lol

Re: Bad 02 phone signal - peter shepherd (2nd Oct 2009 - 07:47:10) This situation is beyond comptempt,they have no regard for their customers,how long before we get any straight answers. I wonder if it will be just before the t.v get hold of it!!!?,you bet your life it will !!!!.

Re: Bad 02 phone signal - Beth (2nd Oct 2009 - 09:03:36) Watchdog are filming outside the anchor between 11.30 and 6 today (2nd of October) Please take your mobile phone and any documentation with your account number on it if you want to be involved. If you need to talk to anyone about it, please call Penelope on 07502403604

Re: Bad 02 phone signal - Robert Meens (2nd Oct 2009 - 09:04:19) I have stuggled with O2 reception for more than a month now. Both my own iPhone and company nokia and blackberry are with O2 and none of these handsets have been able to pick up a reliable signal in and around my home in Liphook. O2 did send me a "fault finding" email for my iPhone and an O2 shop gave me a new sim but to no avail. I may have an additional fault on my iPhone ( no data network and no 3g in Portsmouth / Colchester / Milton Keynes ) or this may be as a result of further national issues with the iPhone service. I will follow the advice given here and seek a refund from O2 or consider terminating my contract.

Re: Bad 02 phone signal - Peter Kavanagh (2nd Oct 2009 - 09:55:29) Hi, I spoke with our business customer service about this yesterday, as it has affected several of us in the company. The last update was on 28th of September - which said that the problem could take until the 20th of October to resolve! As others have commented, this is the same thing that occurred a few years ago, it's the Woolmer Forest cell, and O2 had real problems getting to the site that time due to the landowner not giving access. Maybe time for them to sort this out properly??? Interestingly, the Sitefinder database says it's a shared site with Orange and Vodafone, if their customers don't have issues it looks like O2 need to replace all their kit there.

Re: Bad 02 phone signal - Jane G (2nd Oct 2009 - 10:07:33) Just spoken to Carphone Warehouse again...another lengthy call and little help. They spoke to O2 who have said that they are waiting for the landowner to give them access to the site and they have no date for this as yet. They couldn't give me any indication of when this was likely to be. My concern is that they did get access to the site late September and the problem did go away for 2 or 3 days, but now we're right back to where we were. Will they be able to resolve the problem fully when they do finally get access?? With regards to the last post on here, Vodafone isn't affected locally. My partner and daughter are both on Vodafone and have had no problem. Time to start cancelling contracts I feel, this is ridiculous!

Re: Bad 02 phone signal - jilly (2nd Oct 2009 - 13:28:39) I just don't get this landowner not giving permission excuse...surely the landowner is paid by O2 in order to place the mast? There must be a clause somewhere that allows for maintenance? I'm really hacked off now...

Re: Bad 02 phone signal - Darren Ellis (2nd Oct 2009 - 18:50:36) Good to see Watchdog are showing interest, hope they had a good turnout, unable to attend as working in Reading today. Thanks to all that were able to attend, show their support, even if not directly affected, and prove what a great community Liphook is! Interesting to hear from an above talkback that O2 have brought out the "no access" excuse again. Cell 2202 is known as Woolmer Forest but is actually on Weavers Down (see this link and search for Liphook and you'll see all the base station sites in the area and the users. www.sitefinder.ofcom.org.uk) Strange how O2 seem to have only one base station when others have 2 or 3 in the area. Lets try and keep the pressure up on O2 for some truthfull answers and hope that the Watchdog program helps too. Will be calling the 0800 number again tomorrow to see what they say and probe a bit further. All I want is to be able to use my mobile again at home, surely not too much to ask?

Re: Bad 02 phone signal - Editor (2nd Oct 2009 - 19:14:25) This is the location of cell 2202 Google Map Alan

Re: Bad 02 phone signal - Jane G (2nd Oct 2009 - 20:50:48) Is this just a very strange coincidence???....filming by the BBC 4.30pm at The Anchor...O2 signal returned about 4pm and been full strength ever since...anyone else the same? If the mast that is being referred to is the one at Weavers Down, then that's appalling...especially as they told me again this morning that they were waiting to hear about access to the site..it can't be that difficult can it I walk up there quite often...though I'm sure it's probably way more complicated than that and way more complicated than it needs to be!!

Re: Bad 02 phone signal - jilly (2nd Oct 2009 - 21:24:38) LOL!! Couldn't agree more! Great signal right now, anywhere in the house! Rather begs the question what the ' ' is going on? Seems as though O2 can turn the signal strength on and off at will !!!!

Re: Bad 02 phone signal - Beth (2nd Oct 2009 - 21:25:30) I went down to see Watchdog today. The producer called me at 3 to ask if I could go down to the anchor again at 4.30 as there had been a development and they were going to make an announcement. Basically whilst they were filming, a guy came up to them and said that he was an o2 engineer and he had fixed the fault. If it was really that simple, why could they not have done this a month ago and kept a lot of customers happy instead of causing all this aggro? I got a call this evening with an invite to be part of the studio audience on Tuesday when they put the programme together. Unfortunately I can't as I have to work but hopefully this will shame O2 into providing some decent form of compensation!

Re: Bad 02 phone signal - Jane G (2nd Oct 2009 - 21:49:33) Unbelievable!! Can't believe they can fix it that easily and just coincidentally on the day that Watchdog are in the area...sounds mighty suspicious to me

Re: Bad 02 phone signal - Ben Lawrance (3rd Oct 2009 - 02:10:18) I was down at the Anchor while the BBC where filming, and after speaking with the producer, it turns out that they had planned the whole thing. The BBC called O2 on Thursday to say that they would be filming at the mast location, and that they want an enginneer to "appear" to come and fix the problem. It's all staged for the camera's. I wonder whose making the most money out of all this? Thumbs up to the Town Crier. Sterling work.

Re: Bad 02 phone signal - Robert Douglas (3rd Oct 2009 - 15:58:30) How sad to see such cynicism in one so young, Ben. How do you see O2 can make money out of systematically failing its customers for over a month, offering them totally woeful customer service, gaining a whole load of bad publicity, and then showing themselves to be utterly cynical by tackling the problem as soon as someone as big as they are turns up on the scene? And it's equally hard to see how the BBC are supposed to be making money out of getting O2 at last to pay attention to its poor, long suffering subscribers. An alternative view is that the BBC capitalised on its success in shaking O2 to the core. And good for them, too, in my view. I think we get very good value for our licence fee. The O2 subscribers of Liphook should be very grateful.

Re: Bad 02 phone signal - Jane Wright (3rd Oct 2009 - 17:10:05) Isn't the whole point that we've now got phone signals which I for one am extremely grateful for. My understanding is that someone from Liphook contacted Watchdog who, it seems, have a much greater ability than us to get 02 to undertake repairs. I don't much care who it is that's making money as long as my phone works! Let's just hope the 02 stays as strong as it currently is!

Re: Bad 02 phone signal - claire (4th Oct 2009 - 09:35:54) FOR SALE - 2 baked bean tins and a length of string (insure against future signal failure). The tins are washed and labels removed to offer the opportunity afor advertising space!!

Re: Bad 02 phone signal - Jan Rthbone (4th Oct 2009 - 14:26:50) Ermmm, so how come it's still not working then? Soon as I get near the Chip Shop/Co Op, no signal, right through Liphook, no signal, until I reach Highfield School and a weak signal starts to come back. ??

Re: Bad 02 phone signal - Jan (4th Oct 2009 - 18:54:05) All change to orange.

Re: Bad 02 phone signal - jo herridge (5th Oct 2009 - 07:22:17) My signal has been back since Friday. It was coming and going all Friday afternoon but since then (dare I say it, but my signal has been good). Lets just hope it lasts. Will still be on the phone today to the complaints team for more compensation, £20 off my bill is not sufficient in my opinion.

Re: Bad 02 phone signal - Peter Kavanagh (5th Oct 2009 - 13:09:42) Found an interesting note on the Bramshott and Liphook Parish Council site at www.bramshottandliphook-pc.gov.uk/... "33745/004 Vodafone & O2 Ltd Installation of three additional antennas, re-location of three antennas on a new tower top section & head-frame, & associated radio equipment cabinet - Westering, 89 London Rd, Liphook Cllr Newman reminded members that they had considered the pre-application submission in May & had not objected as the choice was between erecting a new aerial elsewhere or mast sharing. This application was exactly the same: the mast would remain the same height, but an additional antenna would be added so that the top would be square, rather than pointed as it was at present. All the rest of the equipment would remain the same. Decision: No objections." So hopefully a new cell, much closer to the centre of Liphook, coming soon - it's currently Vodafone only.

Re: Bad 02 phone signal - Darren Ellis (5th Oct 2009 - 20:05:01) 7pm on Monday and still have a good O2 signal...... long may it last! (Makes my job much easier) Just wanted to say a big thank you to all those who have been involved in highlighting this problem to O2, Ofcom and Watchdog. Whether it resulted in a speedier repair, or not, at least those of us affected now appear to be back working. Anybody who has tickets to the recording on Tuesday at the BBC, I hope you have a good time (unfortunately unable to make it) but will be watching the programme on Thursday to see if I can recognise anyone. Also, I understand, a big thank you is required to Terry Burns for his stamina last Friday! (and to anyone else who spent the day with the "Watchdog crew"). Thanks again, Darren Ellis.

Re: Bad 02 phone signal - Rhys G (5th Oct 2009 - 21:30:43) I believe they (East Hants etc) ask operators to share masts where possible, so maybe if Vodafone put one up and others want to add to it they will allow them to do so! You'd be surprised at the numbers of 'disguised masts' in the area at any rate. So is Liphook to be on the TV again this week, after its appearance re: a certain group meeting at the Millenium Hall?

Re: Bad 02 phone signal - Clare (5th Oct 2009 - 22:01:07) It takes o2 10 days to gain access to this site. As orange own the compound and its on MOD land. So o2 has to ask Orange to apply for access to the MOD. Hence why the Watchdog was chased off site by the MOD. I BET THIS ISN'T ON THE SHOW! o2 does not have any of its own engineers all field services are looked after by 3rd parties. This fault requires TWO 3rd parties to work together to resolve the fault. Also bet this isn't on the show. The above two points help to explain why the fault has taken time to resolve (Is your BT Landline fixed right away?) however it is no excuse for poor customer service. Now if someone had said this to you earlier...... Also Watchdog hired a Microsoft employee for a report about the Playstation 3. Not quite as high class as it used to be!

Re: Bad 02 phone signal - Jane W (6th Oct 2009 - 15:33:57) I reported a fault on my BT landline at 17.25 on 3 October. I was dealt with extremely courteously, apologised to for the inconvenience and received a text message (luckily I now can!) at 17.30 on 4 October to say the fault had been repaired. Perhaps 02 could learn some lessons. And why the griping about Watchdog.? At least it seems our 02 problems are now sorted.

Re: Bad 02 phone signal - peter shepherd (7th Oct 2009 - 12:53:27) Strange that the signal turns up just before the watchdog programme,The way O2 treated the people of Liphook was shamefull,So proud of the people who made a stand,well done!!!!.

Re: Bad 02 phone signal - James Paterson (8th Oct 2009 - 13:55:47) Hi My name’s JP and I’m O2’s Digital Communications Manager. I’ve been following the discussion here and I’d like to offer my sincere apologies for the problems affecting Liphook. We’ve given a full statement to Watchdog but we wanted to explain what’s happened, what we’d like to do now and what happens next. We first noticed a problem with the mast nearest to you, situated on the MOD’s Longmore Training Area, at the beginning of September and a number of you registered complaints about it. We visited the site and fixed it on 9 September, however it failed again a few hours after the engineer left. We always try to fix a site in one visit, but sometimes this isn’t possible with complicated faults and difficult access. We arranged for another visit on 21 September and managed to get the site operating to a reduced capacity. We then restored it to full capacity on the afternoon of Friday 2 October. To help avoid this problem happening again, we’ll be visiting the mast on Saturday to do some further upgrades. This may result in a reduced capacity for the time our engineer’s on site. We’re very sorry you’ve not had the level of service you’d expect from us during September. If you want to discuss it please give us a call on your normal customer service number. We also want to make sure October is a great month for Liphook so we’d like to donate £1,000 to the Liphook Carnival fund – we hope you have a fantastic time on Saturday 24th October. Please accept our apologies for the problems you’ve had and thank you for bringing them to our attention.

Re: Bad 02 phone signal - Dom Stevens (8th Oct 2009 - 15:23:16) James, It would be nice to see the loyal O2 customers that have been mucked around to get a major discount in their bills this month... O2 have a database which would allow them to see which of their customers live in Liphook. This would not only make up for the customers but also help restore some of their faith in O2. I feel the £1000 donation into the Carnival was a wonderful idea

Re: Bad 02 phone signal - Steph (8th Oct 2009 - 19:23:56) Thank you for eventually explaining what had happened. Very nice gesture for Liphook Carnival, but what about all the O2 users that have paid their months rental for no service?

Re: Bad 02 phone signal - kennglen (8th Oct 2009 - 20:24:32) What a farce ... watchdog... town crier.... Use your landlines....

Re: Bad 02 phone signal - Rhys G (8th Oct 2009 - 20:32:48) Well done Liphook! Very good show! Karen, have you been approached by O2 yet?!?

Re: Bad 02 phone signal - karen (8th Oct 2009 - 20:33:46) I think all you O2 customers should consider yourselves official Carnival supporters! This money will come in very handy!! Pretend it is still not working and maybe we can get a bit more....

Re: Bad 02 phone signal - peter shepherd (8th Oct 2009 - 20:46:51) James Just interested why it has taken over a month for anyone at 02 to put us in the picture,but i think we already know!!!!. Would'nt want any bad publicity now would we,a bit too little,too late!!!.

Re: Bad 02 phone signal - kennglen (9th Oct 2009 - 08:20:11) £1000 is nothing to a big company like that.... they should make their "Kind" donation on a yearly basis.

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