Can you offer any advice for the thousands of O2 customers in Chester who have been struggling to cope with a terrible mobile signal? The O2 shop in Chester told me they were aware of a problem and blamed it on the fact that a mast isn’t working. But when you contact O2 support, it claims there isn’t a problem and the issue must be phone-related. I can travel elsewhere and pick up a strong 4G signal with no problems.
What seems ridiculous is that, for nine months, I have paid O2 more than £450 for an almost non-existent service and have another five months of this absolutely awful service to pay for. DB, Chester
We have long argued that consumers should be able to leave a contract if the service deteriorates after a consumer signs a contract and the service is no longer fit for purpose. The Sale of Goods Act is pretty clear on this; however, the mobile industry seems to operate as a law unto itself. O2 says it is currently upgrading the Chester area to improve the 2G and 3G signal, and to introduce 4G for the first time.
“We texted customers to explain that they would experience an interruption to service for a day or two between now and the end of August, and that a full 4G service would be available after that,” it says. It has applied a £46 credit to your account to apologise, which doesn’t come close to what you have spent. You are now waiting to see whether things improve before deciding what to do.
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