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O2 have finally admitted to me their Network is crap!

£0.00 @ O2
. I bought my iPhone approx 18 months ago, but have continually had problems with missed calls, calls going straight to voice mail, being unable to make calls. I've swapped the phone over, repla… Read More
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banned7y, 1m agoPosted 7 years, 1 month ago
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I bought my iPhone approx 18 months ago, but have continually had problems with missed calls, calls going straight to voice mail, being unable to make calls.

I've swapped the phone over, replaced the sim, done untold resets etc etc etc and wasted hours of time on calls about the issue.

Finally, they have just admitted to me that the problem isnt the phone, but the 3G network being over loaded. I've been telling them that for over a year.... and in the meantime, they've been happily fobbing me off and taking my monthly line rental!

I've just suggested to them, they go away and call me back once they have worked out the compensation package or what phone they will give me to keep me happy!

Don't suppose I'll get very far (as I just took out a new Simplicity deal about 2 months ago with £100 credit added for O2 Open)... but if you dont ask!


So anyway..... enough about my negoiating skillz...........

How many on O2 sufferring with the problems described above? I'd imagine a fair few! I'm surprised OfCom are allowing them to continue to sell 3G phones given the network can't cope with demand.


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banned7y, 1m agoPosted 7 years, 1 month ago
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#1
I've had my iphone for 6-7 months and i've never had any problems like the ones you mentioned, it works perfectly everywhere i've taken my phone.
banned#2
rwm24
I've had my iphone for 6-7 months and i've never had any problems like the ones you mentioned, it works perfectly everywhere i've taken my phone.


Sorry, should have said. I'm in London and in a particularly heavily used area.

I think its probably only in nice locations where the majority of the users can afford an iPhone.

Where are you located?
1 Like #3
guv


Where are you located?



I would assume Leicester as that is what it says under his avi next to 'Location' :-D

Never have any problems really apart from last week or the week before but they were full aware of those problems. Even when I'm in London I don't seem to have the problems you mention but then again I'm only there 2 days a week.
#4
I'm in Leicester and i've used the phone in Nottingham, Leeds and London (and other smaller places of course) and never had a problem.
#5
I live in London and often have thesane issues. In fact the 3g Internet works better than the phone. My wife had the same issues too. My daughter uses an old xda, (on o2)I find out if she is the same.
banned#6
rwm24
I'm in Leicester and i've used the phone in Nottingham, Leeds and London (and other smaller places of course) and never had a problem.


mr.potato_head
I would assume Leicester as that is what it says under his avi next to 'Location' :-D

Never have any problems really apart from last week or the week before but they were full aware of those problems. Even when I'm in London I don't seem to have the problems you mention but then again I'm only there 2 days a week.


Yeh, I just spotted that. I'm guessing not many use 3G in Leicester so not the amount of congestion?

BTW..... I'm not saying I never receive calls or able to make them...... and I'm not sure how you'd know about missed calls unless they tell you specifically? (I'm not talking about a phone rings and not answering!)
#7
This was taken from O2's Network Improvement Plan on 18 October 09. Not sure how public this is but ah well...

Here you go:

INVESTMENT
We have incrementally increased our network spend by £30m for Q4 this year, focussing our attentions on the areas we see greatest capacity demand e.g. London. This figures grows to £100m in additional spending in 2010.

SERVICE QUALITY FOCUS

We are confident that we will continue to provide a quality service to our customers, and we have plans in place over the next 6 months that will allow us to continue to build and grow for the future:
We have implemented a robust and comprehensive Network Performance Improvement Plan to make the necessary enhancements to service.
A core team of Technology senior managers and a Board level Steering Committee have been put in place to drive these plans, ensuring funding availability and on-time delivery.
Key network vendors and suppliers have been engaged in order to accelerate our growth and capability roadmap.
We have committed to continually monitor and measure network demand and performance in order to adjust and reforecast network capacity requirements.

KEY ACTIVITY

Upgrading Radio Access Network (Cell Sites) We have accelerated investment in areas of high data usage and are implementing new infrastructure and upgraded base station hardware and software where needed. Further to this, we continue to work closely with Vodafone through the Cornerstone team, building on the 100 joint sites we currently have live across the UK.

Building Additional Sites
We have committed to deploy 120 additional cell sites in London alone by Christmas 2010. 35 of these sites are forecast to be operational in late November 2009.

Growing Fixed Network
We are investing heavily in our switch sites by providing a number new RNCs (switch sites) in London this year.

Growing Data Access Network (Internet) We are investing heavily in our internet access to ensure that we stay ahead of the data curve.
#8
All networks are facing the same problems at the moment. All news smartphones are online all the time creating problems.

The answer is to put up more masts, but while everyones wants 100% access 100% of the time as soon as a request goes in for a new mast sight, no one that anywhere near them ! The 'not in my backyard squad' all come out in force (most of whom don't have a phone) and protest against it.
banned#9
steve1221
All networks are facing the same problems at the moment. All news smartphones are online all the time creating problems.

The answer is to put up more masts, but while everyones wants 100% access 100% of the time as soon as a request goes in for a new mast sight, no one that anywhere near them ! The 'not in my backyard squad' all come out in force (most of whom don't have a phone) and protest against it.


Actually, the answer is not selling contracts for a service you can't provide.
#10
thats like telling a kid to not eat anymore ice cream when they're full, if it looks good they'll still eat it even if it makes them sick

if a service looks good people will buy it regardless if its overloaded, and overloaded doesnt = crap, it just means they must be providing a service everyone must want to be on and use.
#11
I left o2 due to these problems. On vodafone now seems slightly better still has a few problems in regards to 3g though.
#12
guv
Yeh, I just spotted that. I'm guessing not many use 3G in Leicester so not the amount of congestion?

BTW..... I'm not saying I never receive calls or able to make them...... and I'm not sure how you'd know about missed calls unless they tell you specifically? (I'm not talking about a phone rings and not answering!)


So what is is exactly that you are talking about to know there is a fault? When you say that you can't make calls, does it just let you dial and then doesn't connect? On the odd occasion this does happen to me!!

Textreme
thats like telling a kid to not eat anymore ice when they're full, if it looks good they'll still eat it even if it makes them sick

Kids eat ice out of choice? :?
#13
Never had an issue either in 10 years (1 of those with iPhone).
#14
mr.potato_head

Kids eat ice out of choice? :?


edited, left out the cream lol
#15
guv
Actually, the answer is not selling contracts for a service you can't provide.


I'll give you that, its a fair point.

The business model has X extra sites a year going up to cope with demand. The problem is no where X are going up because they get refused, which messes with the projections for demand.

So I guess the question is, what do we want? Do we want smartphones rationing as the networks can't support them (or at least not the numbers that are being sold) ?

Do we want the pressure groups to be ignored ?

Or some other answer ?
#16
when you called them did they say "you bought an i-phone... you have brought this on yourself"?
#17
robjd
when you called them did they say "you bought an i-phone... you have brought this on yourself"?


Well the suspiscions are its a 3g issue as mentioned by Guv so this hasn't got anything to do with the iphone just 3g phones in general.

Oh wait, you were trying to be funny. :oops:
#18
Best thing to do if you have this issue on the iPhone is to switch 3G off when not needing it, but Im sure you have been told this.
#19
Trauts78
Best thing to do if you have this issue on the iPhone is to switch 3G off when not needing it, but Im sure you have been told this.


Yeah but rather than coping they should just fix it.

Not exactly practical to keep turning 3g off and then on again just to make a call. 21st Century and all that.
#20
MarzBarz
I left o2 due to these problems. On vodafone now seems slightly better still has a few problems in regards to 3g though.


I'm on vodafone and can;t get a signal indoors... worst. network. ever.
#21
guv
Sorry, should have said. I'm in London and in a particularly heavily used area.

I think its probably only in nice locations where the majority of the users can afford an iPhone.

Where are you located?


drpete7
I live in London and often have thesane issues. In fact the 3g Internet works better than the phone. My wife had the same issues too. My daughter uses an old xda, (on o2)I find out if she is the same.


When I'm sat in the Fenchurch Street area of London I have days when I cannot make an outgoing call at all (& other calls drop to voice-mail as you mentioned).

Re-booting the handset sometimes "fixes" it, but on one occasion in February this year I was so narked with the damn thing I stood in an O2 Shop ready to complain & ask why the service was so bad with the intention of cancelling my (18 month) contract. The queue of eager consumers (read: sheep) waiting to buy more "must have" Apple nonsense was so long & I didn't wait as I had a train to catch.

When I reached the outskirts of London the handset was working fine. When I returned to Central London the following day the service was OK there too so I did not bother going back to the O2 Shop.

However, there are still days when I have to re-boot the handset to get any service, but that may be Apple's awful operating system more than O2's network connections.

Seems to be Thursdays that I have the most problems, but don't read too much into that statistic; it may not be anything specific causing this.

When my contract expires I will be ditching my iPhone (3GS) & probably O2 as well.

BFN,

fp.
#22
I have changed over to O2 about 3 months ago and all i get people telling me is that when they call me they're either unable to connect, straight to answer phone or its terrible call quality and i never had these comments before on any other network, GREAT (and these comments are given to me on a daily basis)
banned#23
Trauts78
Best thing to do if you have this issue on the iPhone is to switch 3G off when not needing it, but Im sure you have been told this.


True, that is kind of a solution. But not really a valid argument for the network who sold me a 3G iPhone!

That said, a few weeks ago, I was losing the signal completely when I was using 2G around the London Bridge area. That area should be rock solid.

I've had one call telling me I can walk away from my sim only contract. But that doesn't address the payments for a sub standard service or wasted time calling about the problem and being fobbed off. I have suggested they provide me with a comparible phone to compensate. He said he needs to get it authorised. Funnily he boss just called, but was an awful line and got cut off. Ironic really!
#24
Thinking about it now. I do have really poor quality reception recently when I connect even when the phone shows about 3 or 4 bars.

Howevere I never have problems with actually connecting a call.
banned#25
mr.potato_head
Thinking about it now. I do have really poor quality reception recently when I connect even when the phone shows about 3 or 4 bars.

However I never have problems with actually connecting a call.


Well looking at posts above, its obvious I'm not alone with these problems. And lets be fair, are they likely to admit their network is unable to cope with 3G capacity in Central London if there isnt a problem?

Funnily "Mike" never managed to get through to me after he got cut off. (And on this occasion it was nothing to do with this issue..... I was going through a tunnel on a train!)

I await with interest what his offer is. I should be looking at the phones they have on offer I suppose to get the best deal!
#26
I sometimes get the issue where the call goes straight to answerphone when people try to ring me. Not that I ever know about it until someone says they tried to call me and got the answerphone, or an answerphone message appears without the phone actually having made any noise at all.

My iPhone has also decided to only sometimes make noises when I get texts, that's always fun.
banned#27
angelfairee
I sometimes get the issue where the call goes straight to answerphone when people try to ring me. Not that I ever know about it until someone says they tried to call me and got the answerphone, or an answerphone message appears without the phone actually having made any noise at all.

My iPhone has also decided to only sometimes make noises when I get texts, that's always fun.


Yup..... that last bit happens to me also.

Might be easier to know who doesnt have problems (though how can they be sure they didnt get a call that wasn't connected!)
#28
guv
Yup..... that last bit happens to me also.

Might be easier to know who doesnt have problems (though how can they be sure they didnt get a call that wasn't connected!)


Maybe I will ring o2 and whine about it at the weekend.
banned#29
angelfairee
Maybe I will ring o2 and whine about it at the weekend.


Strangely, I've been moaning at them for the past year! Makes me laugh when they first said this afternoon "ok, we'll let you cancel your sim only contract". Now If there was a phone involved, I might have agreed, but i gain nothing and they get away scot free with the year I've been moaning about and they've finally admitted it was them after all.
#30
fanpages
When I'm sat in the Fenchurch Street area of London I have days when I cannot make an outgoing call at all (& other calls drop to voice-mail as you mentioned).

Re-booting the handset sometimes "fixes" it, but on one occasion in February this year I was so narked with the damn thing I stood in an O2 Shop ready to complain & ask why the service was so bad with the intention of cancelling my (18 month) contract. The queue of eager consumers (read: sheep) waiting to buy more "must have" Apple nonsense was so long & I didn't wait as I had a train to catch.

When I reached the outskirts of London the handset was working fine. When I returned to Central London the following day the service was OK there too so I did not bother going back to the O2 Shop.

However, there are still days when I have to re-boot the handset to get any service, but that may be Apple's awful operating system more than O2's network connections.

Seems to be Thursdays that I have the most problems, but don't read too much into that statistic; it may not be anything specific causing this.

When my contract expires I will be ditching my iPhone (3GS) & probably O2 as well.

BFN,

fp.


i has nothing to do with apple , as one of the sheep as u call it ive had an iphone for 3 years and no problems as have friends and family but 2 of my freinds who live in london have the same problem as the op , heres the kicker one has a palm pre the other an htc hero :roll:
banned#31
Wow.

Finally decided to chance up as they still seem to be having network problems in getting through to my phone and explained yet again to another rep who looked into the details.

Net result after over two hours, was that were doing nothing, as Id never spoken to them about this network issue before April. Flabergasted. I've probably wasted 2 weeks of my life on calls to O2 on this.

Asked why my phone was swapped over on 11 Septemeber.... "we have no record"
Asked why they sent me out a new sim on 19 October, which shows up in my "last orders"...."It doesnt say"
Asked why one of the CS reps had made no record of the Network Problems in the call last week "Sorry we dont know why"....

Asked why my bills show Ive made hundreds of calls to them for long periods but no record on their system..... "Sorry I dont know why!"

What a dishonest bunch of cowboys.


Guess I need to spend my £10 and get the Data Protection Act to do its stuff.
banned#32
Hurrah.... Ive just had a call from their complaints department to tell me "they've found the call records - they were on a different system". Strangely I even said to the woman I spoke to today about these different systems they have....and she said "nonsense - I get everything and its not there".

She said "I understand you want a full refund of the contract over 18 months" and I replied I'm a realistic person and I wasnt expecting that, but would be happy with a change of phone and would like an HTC Desire, which I knew O2 were supplying to people in mid contract for £285 and I'd be prepared to pay a small proportion of that for this phone.

But what gets me is this "we are right and you are wrong" and our system doesnt make errors and always logs calls. Got more front than woolworths!
#33
guv
Hurrah.... Ive just had a call from their complaints department to tell me "they've found the call records - they were on a different system". Strangely I even said to the woman I spoke to today about these different systems they have....and she said "nonsense - I get everything and its not there".

She said "I understand you want a full refund of the contract over 18 months" and I replied I'm a realistic person and I wasnt expecting that, but would be happy with a change of phone and would like an HTC Desire, which I knew O2 were supplying to people in mid contract for £285 and I'd be prepared to pay a small proportion of that for this phone.

But what gets me is this "we are right and you are wrong" and our system doesnt make errors and always logs calls. Got more front than woolworths!


This is a joke , right?:roll:
banned#34
selling your I phone ? is it unlocked:whistling:
#35
lol, you never have any luck with them do you??

They do have 3 billing systems, I'd bet
you a fair whack you are on CUK.

I'm not a fan of thier customer service myself, but if
you want to complain about the
network, there is a specific
number/department to call.

I'll try dig it out for you mate.
#36
wife has been having terrible call quality lately with o2. Can't hear a word she's saying as it breaks up all the time. As someone else said the signal on her phone seems fine though. I think its a case of EVERYONE and their dog being on o2 and the quality is suffering big time.
banned#37
transit
This is a joke , right?:roll:


Is this your new stalking post instead of "reserved"?

Hopefully you're be taking the same break as your silly little friend real soon.

dog_cop
selling your I phone ? is it unlocked:whistling:


Yes it is inlocked... but I'm reporting you for trying to do a trade outside the FS forum! :w00t:

ChrisUK
lol, you never have any luck with them do you??

They do have 3 billing systems, I'd bet
you a fair whack you are on CUK.

I'm not a fan of thier customer service myself, but if
you want to complain about the
network, there is a specific
number/department to call.

I'll try dig it out for you mate.


Cheers Bro. It sounded like they are going to play ball and probably now pretty embarrased about the 2 hour phone call with them today.

mcnally32
wife has been having terrible call quality lately with o2. Can't hear a word she's saying as it breaks up all the time. As someone else said the signal on her phone seems fine though. I think its a case of EVERYONE and their dog being on o2 and the quality is suffering big time.


Mines been crap since last July. Silly thing in that call though, in claiming at first Id only had problems since April.... iz they trying to sez its been fine since before then? Thats the dopey thing. I should have needed to say anything.
#38
guv
Is this your new stalking post instead of "reserved"?

Hopefully you're be taking the same break as your silly little friend real soon.





Eh?, no i actually thought your post was some kind of joke(serious),

i've been with o2 for years and never once had a problem!!!!!!!


P.S. repeatedly talking about a suspended member is an infractionable offence!HTH
#39
transit


i've been with o2 for years and never once had a problem!!!!!!!


Is this a joke? (serious)

guv


Hopefully you're be taking the same break as your silly little friend real soon.

.






P.S. repeatedly talking about a suspended member is an infractionable offence!HTH


No mention of any suspended members in that post you are replying to. HTH
#40
mr.potato_head
Is this a joke? (serious)







No mention of any suspended members in that post you are replying to. HTH


Off topic much?


BTW....you didnt answer about the closet door? :-D

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