Summarize the below chat:

Colin, 18 Dec. 2024 , 08:37am
Hello

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
Thanks for messaging with O2.
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O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Colin, 18 Dec. 2024 , 08:38am
07763679317

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
[Rich Content]
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Colin, 18 Dec. 2024 , 08:38am
Something Else ❔

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
[Rich Content]
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Colin, 18 Dec. 2024 , 08:38am
Something Else ❔

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
[Rich Content]
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Colin, 18 Dec. 2024 , 08:38am
Pay Monthly

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
[Rich Content]
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Colin, 18 Dec. 2024 , 08:38am
It’s about my Account

O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
Thanks! 🙏
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O2 Virtual Assistant, 18 Dec. 2024 , 08:38am
Please can you confirm your full Name
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Colin, 18 Dec. 2024 , 08:39am
Colin J Smith

O2 Virtual Assistant, 18 Dec. 2024 , 08:39am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Received]

Colin, 18 Dec. 2024 , 08:40am
Yes

O2 Virtual Assistant, 18 Dec. 2024 , 08:40am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Colin, 18 Dec. 2024 , 08:43am
This is the introduction to the issues  
  
Six days ago I was told a call bar was going to be lifted. This was apparently lifted on Thursday morning and your store colleagues confirmed this was requested a 0932 on Thursday 12 December. The order to do this is completed on the account yet I still can’t call without being directed to make a payment of £0.00.  
  
My partner’s father died suddenly on 2 December 2024 and this line is their main contract number for HM Coroner, Dorset Police and the funeral directors. He is worried about failing to perform his legal duties due to this issue and o2 is compounding the stress of grief by anxiety. It is unacceptable to not have had a resolution.  
  
I expect a resolution within minutes. A formal apology for the situation. Suitable financial compensation of at least £300, to increase by £100 per day for the continued failure to restore service.  
  
I know that I can exercise my right to withdraw with no penalty fee due to the Ofcom imposed contract changes which come into effect on 9 Jan 2025. I am now considering exercising this option due to the failures of o2 to complete actions they have suggested. Your organisation has one opportunity to divert me from this position.

Colin, 18 Dec. 2024 , 08:44am
I have been told this is a network issue which is rubbish. I have turned my phone on and off over 40 times

Colin, 18 Dec. 2024 , 08:46am
In addition a Neil’s stepfather has been admitted to hospital and my his mother is ill in Sussex. We live in Dorset and the phone line is essential due to the call minding service Neil’s mother and step father. Neil

Info [Automated], 18 Dec. 2024 , 08:47am
You are now connected to Girish, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Girish will be replying in a few minutes.
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Colin, 18 Dec. 2024 , 08:48am
Neil is being treated for anxiety by his gp and the situation is not helping

Colin, 18 Dec. 2024 , 08:50am
Are you there Girish?

Girish, 18 Dec. 2024 , 08:54am
Hello, Colin. I wanted to take a moment to acknowledge the longer wait time you’ve experienced while reaching out to us. I’m truly sorry for any inconvenience this may have caused you. We understand that waiting can be frustrating, and we genuinely appreciate your patience during this busy time.  
  
I am sorry to know if you are still facing the issue with the service.. I will get this checked and help you in best way possible. I am checking this for you. I will be back in few minutes.  
  
Please note that this isn't a live webchat. Kindly allow us some time to get back to you once you have replied to us. Kindly stay connected.
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Colin, 18 Dec. 2024 , 08:55am
I have to leave for a medical appointment in 35 minutes.

Colin, 18 Dec. 2024 , 08:56am
I want to know  
1. What the actual issue is  
2. How it will be resolved  
3. What the timeframe for resolution is  
4. That a complaint is opened today on my behalf  
5. That £100 per day of compensation will be paid.

Colin, 18 Dec. 2024 , 08:56am
Can the above be achieved in the time I have?

Girish, 18 Dec. 2024 , 09:00am
Thank you for waiting. I have checked this for you. I see that the restrictions from the account have been removed on 11th December. However, I have checked the network coverage in the area BH23 2EZ and it says "Looks like a nearby phone mast isn’t working as it should, sorry. Our engineers will be on the case already, and your service might come and go until we fix it."  
  
I'm sure you'll understand that mobile networks are complex and sometime things go wrong with them. It takes time to fix it, as there are various things to consider. However, we always try and fix it as soon as we can. Also, I'd like to inform you that our services aren't fault free and they can be affected by a range of different geographic, atmospheric, or other conditions or circumstances beyond our control that can impair it.  
  
I agree that you're entitled to receive a quality of service generally given by a competent mobile telecommunications service provider. We will attempt to re-perform disrupted Services at the earliest. We may also carry out upgrades, repairs and maintenance work to our Network from time to time. Sometimes technical issues, impaired quality of service or outages on our Network can occur.  
  
I see that your airtime tariff cost is £29.99 and it have already added a goodwill credit of £40 recently which will be adjusted in your next bill. I am sorry as we are unable to add any credit because we have given you more credit than your monthly line rental cost.  
  
Whilst we are working extremely hard to fix congestion, fix dates can move considerably. Due to certain changes in circumstances, a plan that gives an indication of a date will often move. Consequently, we’re hesitant to set expectations that we are unable to meet, as we know how frustrating this would be. So as of now I'm unable to give you any specific time frame. But please be assured this will be sorted soon  
  
May I know if this answers and resolves your query please?
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Colin, 18 Dec. 2024 , 09:00am
It does not

Colin, 18 Dec. 2024 , 09:02am
We have four o2 lines in the household and only this one is affected. The issue persists when I move to another postcode.  
  
The issue with masts in Christchurch, Dorset relates to mobile Data only and doesn’t impede voice or SMS services.

Colin, 18 Dec. 2024 , 09:02am
I believe there is an error in the software governing the payment block as your automated systems state that there is a balance of £0.00 to pay but still demands a payment.

Colin, 18 Dec. 2024 , 09:03am
If you look I made a token payment of £1.99 last week to try and force the adjustment but this has had to be refunded to me

Colin, 18 Dec. 2024 , 09:04am
I would suggest that you engage a bar and remove it to see if that resets the software.

Colin, 18 Dec. 2024 , 09:05am
Logic dictates that once all other factors are removed that whatever is left is the cause. The software is the cause of this.

Colin, 18 Dec. 2024 , 09:05am
My partner works for VMo2 so is fully aware of all local issues on the network. You’ll need to try harder with the excuses.

Girish, 18 Dec. 2024 , 09:08am
Thank you for waiting. I can sense your concern. However, we have to go as per the account which is unbarred and there is network issue showing in your area.  
  
Now, you mentioned that you are facing this in other areas so, it can be possible that your phones network is latched to a phone mast which is under work and even though you go in a different area you are facing the issue due to network being latched to a mast that is not working properly. In this case, I would like to request to kindly try following steps when in a different area.  
• Try switching your phone off and on, to refresh your network connection.  
• Toggle your flight mode on and off  
• Please do a network reset on your phone.  
Go into setting>general>reset>reset network settings. Please note that resetting the network will remove Wi-Fi saved names and passwords. VPN settings and preferences, including your local history, Bluetooth device connections and preferences & 3G/4G/5G settings.  
Please try the first step first and see if this helps and if not then go for the second step and further accordingly.  
  
Please do let me know if this helps? If not, we can check next course of action. If this does help not, then please try to use the sim in another phone, do a network reset of your sim on another phone and see if the issue still persists. If the issue is still there in another device, then it can be possible that sim might have become faulty. If there is an issue with the sim, then we will be happy to help you with a replacement sim for the same number and it does not cost anything extra.  
  
There are 2 options to get a replacement sim. Please note your number will remain the same.  
1. You can visit your nearest o2 store with valid ID proofs(UK driving license or valid passport) and get the new sim card right away.  
2. Or I can order a replacement sim for you and it will delivered to your postal address in 1-3 working days.  
  
If you want me to order a replacement sim from our end then we have to complete a separate security check where a code will be sent to your number via text that you will have to confirm.  
  
May I know what would you prefer please?
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Girish, 18 Dec. 2024 , 09:11am
Please ignore the part where it says try your sim in another phone because you are using E-Sim. But kindly try the troubleshooting steps and let me know?
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Colin, 18 Dec. 2024 , 09:13am
Turning on and off didn’t work

Colin, 18 Dec. 2024 , 09:14am
Toggling airplane mode didn’t work

Girish, 18 Dec. 2024 , 09:16am
Thank you for your response. I hope you are not in this area BH23 2EZ right now?  
  
You can also try resetting the network - Tap Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
If this does not help then we would have to try a replacement sim.  
  
Do let us know?
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Colin, 18 Dec. 2024 , 09:17am
Resetting the network didn’t work.

Colin, 18 Dec. 2024 , 09:18am
Yes I am at home as I am going to the hospital for an appointment for 10 o’clock

Colin, 18 Dec. 2024 , 09:18am
Where else would I be?

Colin, 18 Dec. 2024 , 09:20am
The iPad on the local masts is working fine with network connection

Colin, 18 Dec. 2024 , 09:21am
The pay as your go phone we have had to set up for Neil to make call is connecting to voice fine

Colin, 18 Dec. 2024 , 09:21am
All devices are in the same room

Girish, 18 Dec. 2024 , 09:23am
Colin, let me also apologize to you for your partners fathers demise. My condolensces to you and your family. I had to give quick first response with resolution in mind hence I missed this part. Please forgive me. I am so sorry.  
  
Now, upon checking this extensively, it shows that there is some sort of barring stuck in the background which is not visible on the account.  
  
Now, may I know if you are able to make outgoing calls, send/receive texts & use data? Because we have to add relevant bars and remove it again as next course action.
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Colin, 18 Dec. 2024 , 09:24am
No out going calls.  
Can receive incoming calls  
No outgoing SMs  
Can receive incoming SMS  
Imessenger works on WiFi  
Connection to mobile data not possible.

Colin, 18 Dec. 2024 , 09:25am
Oh so there is a bar on the macro account which would have been visible to customer services team members all along? How interesting.  
  
So when colleagues pushed me to payments on a number of occasions they were in fact misleading me or outright lying?

Colin, 18 Dec. 2024 , 09:26am
This will be added to the complaint

Colin, 18 Dec. 2024 , 09:27am
I believe this is when it would be traditional for you and your colleagues to apologise for the patronising way you told a customer that the mobile phone network was complex and by implication too difficult for the tiny brain of someone who pays the bills that pay your wages to comprehend

Colin, 18 Dec. 2024 , 09:27am
I shall of course not hold my breath for you to do the correct thing.

Colin, 18 Dec. 2024 , 09:28am
There are three minutes left before I have to depart for the aforementioned medical appointment

Girish, 18 Dec. 2024 , 09:32am
Thank you for waiting. I do understand your point but about a week ago there was an issue where customers account got barred due to late payment and the bars were not removed after making the payment or bars were removed late(longer than usual).  
  
The bar from your account has been removed. But we have a tool where we check technical issues and in that there are few bars showing which happens in very minority of cases. It happens very rarely. This is why our first instinct is to check customers account, check the network coverage and help the customer with troubleshooting steps. If this does not help then try a replacement sim.  
  
I am not sure why there was additional payment taken as the agent though it may resolve the issue.  
  
So, as a remedy, I can add bars and remove it after some time to remove barring stuck in the background, this will help.  
  
The maximum time it can take to get this issue resolved in 24 hours. Usually, it happens sooner. You just have to restart the phone at regular intervals to check for the service.  
  
May I have your permission to perform this necessary remedy step please?
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Colin, 18 Dec. 2024 , 09:34am
You can try this. If it works out to remedy the situation a week after I first insisted that was the issue I will not be happy.  
  
What is you timeframe for removing the new bar - 30 mins, 2 hours ?

Girish, 18 Dec. 2024 , 09:41am
Thank you for waiting, Colin. So, I have added necessary bar and I will remove it after 10 minutes. Once the bars have been removed, the maximum time it can take to get the service is 24 hours. Usually it happens sooner(may happen in few hours). You just have to keep restarting the phone at regular intervals to check for the service. This time, I am hopeful that you will not have to contact us again.  
  
The best I can do is to offer you a goodwill credit of £20 for the inconvenience caused. So, you will receive £60 credit in total on next bill which is little above than your 2 months line rental cost.  
  
May I know if this sounds good please? I am just trying my best to help you within the confines of the process.
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Girish, 18 Dec. 2024 , 09:47am
Hi Colin, as I have not heard back from you, just checking if you are sill connected?
[Sent]

O2, 18 Dec. 2024 , 09:54am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 18 Dec. 2024 , 09:54am
[Rich Content]
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Colin, 18 Dec. 2024 , 09:55am
Yes, continue ✔️

O2, 18 Dec. 2024 , 09:55am
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Colin, 18 Dec. 2024 , 09:56am
“Thank you for waiting, Colin. So, I have added necessary bar and I will remove it after 10 minutes. Once the bars have been removed, the maximum time it can take to get the service is 24 hours. Usually it happens sooner(may happen in few hours). You just have to keep restarting the phone at regular intervals to check for the service. This time, I am hopeful that you will not have to contact us again.  
  
The best I can do is to offer you a goodwill credit of £20 for the inconvenience caused. So, you will receive £60 credit in total on next bill which is little above than your 2 months line rental cost.  
  
May I know if this sounds good please? I am just trying my best to help you within the confines of the process.”  
  
The compensation is nowhere near enough I’m afraid

Colin, 18 Dec. 2024 , 09:56am
I will take the case to the complaints review team

Colin, 18 Dec. 2024 , 10:00am
I am now in a medial appointment until 11am

Info [Automated], 18 Dec. 2024 , 10:10am
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 18 Dec. 2024 , 10:14am
You are now connected to Samrat, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Samrat will be replying in a few minutes.
[Sent]

Samrat, 18 Dec. 2024 , 10:18am
Hello Colin, I've reviewed the above conversation and I'm really sorry for the inconvenience you've experienced with our coverage. I understand how frustrating it can be when you rely on your network and it doesn't meet your expectations. We genuinely care about providing a reliable service.  
  
As I can check our network coverage on your post code : BH23 2EZ, I can see that the nearby phone mast isn’t working as it should, and our team is actively working on the same to get this fixed as soon as possible.  
  
I'm sure you'll understand that mobile networks are complex and sometime things go wrong with it. It takes time to fix it, as there are various things to consider. However, we always try and fix it as soon as we can.  
  
I know you would need your phone for multiple purposes, and I understand how important a working phone is. But I would like to let you know that we're doing this for you and once this issue is resolved, you'll experience better network coverage.  
  
The best thing I've done here is I've updated your number in the network site so that you'll be notified once the mast is up and running.
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Samrat, 18 Dec. 2024 , 10:24am
Colin, I hope I'm not disturbing you, just wanted to check if we're still connected?
[Sent]

O2, 18 Dec. 2024 , 10:31am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 18 Dec. 2024 , 10:31am
[Rich Content]
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Colin, 18 Dec. 2024 , 02:24pm
Yes, continue ✔️

O2, 18 Dec. 2024 , 02:24pm
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 18 Dec. 2024 , 02:25pm
[Rich Content]
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Colin, 18 Dec. 2024 , 02:25pm
Yes, continue ✔️

O2, 18 Dec. 2024 , 02:25pm
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
[Read]

Info [Automated], 18 Dec. 2024 , 02:25pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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Colin, 18 Dec. 2024 , 02:26pm
Before you tell me this is a network issue. I point you to this message from 0923 on 18/12/2024.  
  
Colin, let me also apologize to you for your partners fathers demise. My condolensces to you and your family. I had to give quick first response with resolution in mind hence I missed this part. Please forgive me. I am so sorry.  
  
Now, upon checking this extensively, it shows that there is some sort of barring stuck in the background which is not visible on the account.  
  
Now, may I know if you are able to make outgoing calls, send/receive texts & use data? Because we have to add relevant bars and remove it again as next course action.

Colin, 18 Dec. 2024 , 02:27pm
I believe the bars were added at 1358 according to the emails received

Colin, 18 Dec. 2024 , 02:27pm
My point of continuing is that the value of the compensation is woefully inadequate