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We have 2 phones on O2. The O2 mobile network is generally a bit crap, often it shows a full 4G signal but internet doesn't work or is painfully / unusably slow. It turns out one of the masts that provide a signal to my workplace currently "has issues" and is being worked on. This isn't the first time.
I'm out of contract so in the process of switching, my wife is still in contract until May and would owe £90 to get out early.
Just how bad does the service have to be before they should waive the charge and let me out?
I'm on their online chat and not sure if I'm talking to a robot or someone copying and pasting replies from a script...
Just how bad does the service have to be before they should waive the charge and let me out?
It's a bit of a grey area (IMO) and one that often favours the provider... "generally a bit crap" is a difficult thing to quantify, never mind proove.
https://www.money.co.uk/guides/can-you-cancel-your-mobile-phone-contract-if-you-cant-get-signal
As much as it pains me to say it, it's probably easier just to put up with it for another 4 months unless it's really unusable.
it’s probably easier just to put up with it for another 4 months
I fear you’re probably right.
Everytime I moan they credit £10 to my bill, I think I’m on £40 at the moment, maybe I’ll manage to get £90 out of them.
Just how bad does the service have to be before they should waive the charge and let me out?
In my case with EE about ten years ago, never is the answer.
I’d been with Orange since day one and we moved house. Had perfect signal in the new house, but after a couple of months it just stopped. Couldn’t get anything inside or out. Spent several hours on the phone with them, regularly met with “we don’t guarantee signal, blah”. Eventually one of the call handlers let slip the reason was the mast nearby had been completely decommissioned in preparation for 4G and our nearest mast was now too far away to be of any use. They still refused to let me out of the contract even though they physically weren’t providing a service were I was. Their argument was they were providing a service anywhere I’d go.
Cost a couple of hundred quid to buy out the contract so I could get a PAC and move networks (to O2/Giffgaff incidentally).
Lesson learnt after that. Now I buy handsets myself and only use rolling 30 day sim-only. Smarty currently, on the Three network, and I’ve been pleasantly surprised how good it is for a whole £6 a month.
EE will never get another penny from me.
Turn on WiFi calling. It’ll make the shit signal a bit more bearable until you get out of contract. <br /><br />
and then just buy the phones and PAYG sims. Transferring numbers is dead simple
I m with o2 if you are eligible you get 10% payments back in airtime rewards, I m not on contract though so maybe that's why. 10% refund actually keeps me with them.
I was with o2 for about 5 months and had the exact issue you describe. Make sure you complain and give them an opportunity to fix it, I had a couple of sim changes but ultimately I used Resolver (I think it's called) which drafted me an official complaint letter and they let me out of my contract with no penalties.
Wouldn't ever go with o2 again, it was absolutely appalling, they kept blaming it on congestion when I was at work in Birmingham city centre, and being too rural when I was at home. Literally the only place the internet worked as expected was on a farm just outside Stafford.
I’ve just found this thread again…
I asked to chat to a manager on web chat and they just repeated the waffle that the other “person” had said, then disconnected me.
I’ll write a complaint email over the next couple of days.
Turn on WiFi calling. It’ll make the shit signal a bit more bearable until you get out of contract.
and then just buy the phones and PAYG sims. Transferring numbers is dead simple<br /><br />
It won’t help if there’s no WiFi though… it’s not calls I’ve got issues with, it’s listening to music on the way to work and having internet whilst I’m there (and other places).
We own the phones and usually have a 30 day rolling contracts but O2 was an offer with Virgin and foolishly I thought they’d be good. Lesson learnt!
I was with o2 for about 5 months and had the exact issue you describe. Make sure you complain and give them an opportunity to fix it, I had a couple of sim changes but ultimately I used Resolver (I think it’s called) which drafted me an official complaint letter and they let me out of my contract with no penalties.
Thanks I’ll give that a try depending on their initial reply.
Yep their service is useless, they blame congestion and a broken mast depending on when moan at them.