Horrendous signal

[stevenwb11]

I too have been experiencing really bad 4g. I hadn't really noticed at home because I'm sually on WiFi but having a Hub 5 delivered and experienced a few problems setting up, I was forced onto 4g.

So bad I phoned the support, i have 4 phones in the house all on Virgin, all suffering signal strength. The O2 app also said "traffic busy, you may experience slow data", their app tells you there is a fault, it sends regular texts to say they are working on it (been a week now). But the support person tells me to clear cache and delete cookies, I reply "it's not that, let me know how long it's going to be". No response, tells me she can't proceed until I do so. I lose patience and ask for the PAC number.

Next day, I get a call agreeing there is a fault but no time scale. 

I went shopping to a nearby town, 96.4 , 98.8 and 135 mbps on 4g. At home in a town where my daughter gets a massive speed on her 5g, I get 1.83 , 0.10 1.38 if I get a connection at all.

I'm just glad I refused the unlimited data on the olt package at £25. I am on a much smaller £6 package. I'll give them another week then I'm off.

[Ashleigh_C]

Hi there @stevenwb11

Thank you so much for your post and welcome back to the forums.

I am so sorry to hear that you are facing these issues with your phone signal.

I have taken a look and I cannot see any mast issues. There are many factors that can effect signal strength ranging from your home, hills, geographical location, distance to the mast, number of people connected to the mast etc. 

As the phone is working elsewhere this would not suggest an issue with the SIM. 

Thanks again. 

[stevenwb11]

I've just got another txt from O2 Just to let you know we're still working hard to fix your issue", "We'll have an update in seven days, or sooner..."  I'm indoors or anywhere in the local area, it's the same, if I go out of the area, as shown on the speedtest screenshot, I get a very decent speed. I'm well aware of what can affect speeds,  All I'm asking for is some honesty as to when its fixed. My area on the O2 coverage app it shows my house to be in the middle of a huge "good indoors/out doors area", I am used to high speeds and had high speeds before, I've been with Virgin mobile for years.

 

[Akua_A]

Hi @stevenwb11,

Welcome back to our community forums and sorry to hear you are having issues with poor coverage.

We can understand the frustration caused and we want to best help. Just to confirm have you tried using the o2 signal checker here for updates https://www.o2.co.uk/coveragechecker. Have you also been in contact with O2 directly regarding this? https://www.o2.co.uk/contactus

Thanks,

[stevenwb11]

Yes, I've used the O2 app, yes, I've been on the O2 Service Status. Ignoring the initial request from CS who just works from a script and it's like banging your head against a wall getting anywhere with them. CS phoned me the next day and admitted there was a problem. I am still waiting for an end date.

[Akua_A]

We can only apologise for this on behalf of the team. Here on forums, we do not have access to O2 systems. We would advise remaining in contact with O2 who can provide all the necessary updates regarding this issue.

Thanks,

[japitts]

If O2 are admitting to a congestion issue in your area, that fix could be anything from a few weeks to months or even years.

Everything depends on what the nature of the fix is, such as whether additional site build works are required, for example.

[stevenwb11]

 

Another txt from O2. Looks like the regular updates are no more. Will not contact me now until it’s fixed. 
A recent post on SM regarding this issue, it’s been going on for months with no end in sight.

So glad I’m on a 30 day contract and refused the £25 add on to a Volt package. Looks as though I’ll be off, I’ve got my PAC number.

Another txt from O2. Looks like the regular updates are no more. Will not contact me now until it’s fixed. 
A recent post on SM regarding this issue, it’s been going on for months with no end in sight.

So glad I’m on a 30 day contract and refused the £25 add on to a Volt package. Looks as though I’ll be off, I’ve got my PAC number.