Bill Buchan's Blog

This really sums it up. We've had this since last June.

>> So why not leave comments here about how you think O2 is doing ?

It transpires that Rory from the BBC Today team is collecting stories about 3g working or not: Leave your opinions here.

No, I'm not making this up. Check out this. And then look at the list of sponsors. And jump to a conclusion.

This is the UK 3g coverage from O2 as of 24th September 2009. Sourced from its website here. Basically, if your not in the greater London area, examine other providers for 3g coverage. See all the purple in Scotland ? See how little it covers?

Over at the Financial Times, (and now the Telegraph, The Register, Macrumours, the iPhone Blog, and Yahoo) Ronan Dunne (claimed to be the Head of O2) is interviewed:

The head of O2 has apologised to customers who could not make phone calls because the mobile operator’s London network was overwhelmed by bandwidth-hungry smartphones.

Why is O2 the only person surprised that iPhones actually use the 3g data network? In the years that O2 had a monopoly in selling them, they could have easily restricted sale in order to manage network growth. Instead they're blaming the customers for using the devices as they have been sold. Has anyone at O2 actually seen an iPhone ad, where they use network bandwidth? Two things: 

• Dont blame the customers for buying your products
• Blaming customers for 'data hungry' smartphones, when they're used in exactly the manner you have advertised them, smacks of big tobacco blaming their customers for getting lung cancer by misusing cigarettes. Disingenous at best.

Mr Dunne said O2’s network difficulties had been caused by an “explosion” of demand for data services on smartphones but insisted the problems were largely confined to London.

Well, a quarter of O2's million iPhones are within the M25. O2 have the worst (in terms of coverage, management and bandwidth) 3g network in the country. So yeah, folks outside London cant even get 3g. No wonder O2 think that the problems are focused on areas where they serve 3g.

Some O2 customers have periodically been unable to make or receive phone calls, or download material to their handsets, because the network was clogged up by smartphones.

How can the network be 'clogged up' with smarphones. Was it a surprise to O2 how many smartphones are in use ?  Does the part of O2 that bills £35 a month to smartphone users not talk to the part that actually has to provide this premium service that it is charging for ? I really feel like a valued customer now, being described as a clog.

“Where we haven’t met our own high standards then there’s no question, we apologise to customers for that fact,” said Mr Dunne. “But it would be wrong to say that O2 has failed its customers en masse.”

Its not wrong to say that. Its factual. O2 have failed their customers en-masse by not managing their 3g network. They started off with the worst 3g network (in terms of coverage) and have (In my humble opinion) trousered the money that should have went to investing in infrastructure. Who was in charge of that decision? Mr Dunne? 

There's a million pound bonus question. Who was in charge of the policy of not investing in the network? If I were a real journalist, I might ask that question.

He added that “any short-term blip” in O2’s “network reputation” would be “more than addressed” by three solutions to the difficulties.

A 'blip' implies a short period of time. Is six months a short period of time ? This is how long the network was unable to service any 3g device in our area. Is that a blip ? Or is it half a year?

Their reputation is shot with all the existing O2 customers. Providing a premium-cost phone and data service, and then failing to allow that device even to accept incoming calls, is a failure of monumental proportions. When the carrier has screwed up the network so that phones don't work - its game over.

O2 has been working with Nokia Siemens Networks, its infrastructure supplier, on software modifications that will ensure it can better manage the combination of voice and data traffic on its network.

This is 'IT Terminology' for 'Screaming at the supplier', 'Reading the manual' and 'finally listening to the network architects who told you years ago that this wouldnt work'.  Now that its a full-blown crisis, no doubt beset by seagull management (flies in, makes a lot of noise, shits over your desk and flaps out again), the cheque book has finally been diverted from Management Jollies and Fat Bonus's to 'stuff that makes our business work'. Hurrah. It'll take months, if not years for this to work.

Second, it is installing 200 additional mobile base stations in London, which will increase the traffic load the network can bear.

That'll take years. It took them six months to increase bandwith on an existing base station at an existing location. 

And third, O2 is liaising with handset manufacturers, including Apple and Research In Motion, maker of the BlackBerry, to learn about applications that could place heavy demands on the network.

IT talk for 'Screaming at the supplier', 'rehiring the network specialists we thought we could lay off' and 'reading the manual'. Nothing will come of this, for sure.

One thing that worries me is that there is no mention in his list of remedies for folks - such as us - who had long-standing network bandwidth issues at the local base station - and who have suddently burst into life. almost like someone finally plugged the network cable back in. Why did this take six months of complaints to the Chairmans office and my MP  to resolve ? 

Now, if I were a shareholder of O2, here's the question I'd ask: Who's managing O2's network ? Because, as a customer right now, I'd answer 'no-one'. 

What will be the effect of this ?

There's now a backlog of quarter to half a million pissed off iPhone users, who quite frankly have been badly treated in terms of 3g coverage, 3g bandwidth and customer service. They could all - en mass - complain to Oftel or OTELO - and get out of their lock-in contracts in a heartbeat, and transfer onto any other 3g carrier. According to Oftel charts (previous article), EVERY OTHER carrier has a better 3g network. 

If I were a shareholder - and thats the only people that O2 appear to listen to - I'd be aware that there will probably be a mass defection from O2 starting in Q1, that is going to flatten any O2 results for years to come. The share prices will plummet. 

O2 may still be able to save this - a massive 'we are sorry' campaign backed by line rental refunds might buy back customer loyalty. But I see no appetite for that from O2 right now. They've gotten used to treating the customers badly, and gotten used to trousering the money.

You can only fool some of the people some of the time, and the wheels are starting to fall off the O2 vehicle now.

The Financial Times talks about the new Vodafone iPhone offering and tariff here, and says:

Vodafone signalled that it would seek to compete with other mobile operators selling the iPhone – Telefonica’s O2, France Telecom’s Orange and Tesco – by stressing the quality of its network.

and

O2 has run into some significant problems with its network in London

Ouch. And lets face it, Vodafones' customer service has got to be better than O2's.

The Register has an article on the latest O2 network breakdown here. And here is a interesting 3g coverage chart, showing that O2 has the worst 3g coverage, and finishes with the mysterious comment:

"In 2008, Ofcom warned O2 that if it didn't pull its finger out and improve its 3G coverage, it would take back its 3G licence early."

Interesting...

This made me laugh: http://theoatmeal.com/comics/customer_service. Because, lets face it, I've spent far far more time on the phone with customer services than any individual deserves to in a lifetime.

I sent this to O2 today:

From: Bill S Buchan/HADSL

To: "Alley Jonathan \(UK\)" [REMOVED]

Cc: Gregoriou Lucy (UK) [REMOVED]

Date: 11/12/2009 12:02

Subject: Re: FW: O2 customer service. (HADSL)

Jonathan, thanks for your concern. Things have moved on.

We've (55 people and counting) now went public with the complaint, and written to 10 different press or authority names including my MP. I've had a telephone interview with T3 already, my MP is writing to Mr Key, and I'm in discussion with Tesco's CEO's office. 

http://www.billbuchan.com/o2/

And on monday this week - the 3g service here at Southwark Street started working. All of us tested, and were very happy with results. We decided to give it several days, as we've seen the service work for a single day. This lasted till Thursday morning, where it was down completely till 2pm (no incoming calls, no 3g). Its back again this morning, but variable.

The scary thing - as you have found out - is that no-one within O2 seems prepared to actually state when (and I mean an actual date, not some woolly 'Perhaps the end of December, maybe') a fix might be actioned. Its as if the Network team don't communicate with the rest of O2. They certainly don't communicate with us customers.

Is the issue resolved ? Partially.

If network service is consistent from now on, then we're happy. There's only 

• The subject of compensation for 3 working days a week (at least) lack of service at this location since June. 26 weeks, 3 days a week - 78 days downtime. 
• The continued inability of O2 to give any form of customer service on this issue.
• An explanation as to how an entire postcode area can receive such terrible service for six months, and no-one at O2 knew about it, or could do anything about it.

I'll also copy in Lucy at the Chairmans office, so she's kept in the loop. Give the way that the network team seem to give the chairmans office the run around too, I'm sure she'd be glad of an update.

---* Bill

And at £20 a month for a one year contract and £320 up front for a 16gb 3gs, seems far cheaper than the O2 offering. Starts on Monday 14th December. More info from El Reg over here.

Interestingly it includes free Wifi with BT Openzone. Given O2's lack of network capabilty, this is quite a smart move. O2 is tied with TheCloud, and there's just far fewer hotspots around. (And of course, attaching to a BT Openzone and trying to open the Cloud via BT just doesnt work.)

Today, the chaps at the Southwark Road office reported good 3g phone connection. And so they cooked up this graphic..

Of course, no word from O2 on any planned or unplanned improvements, etc.

Over in the US. Verizon is claiming to have better 3g coverage than AT&T - the only iPhone carrier in the US. AT&T sued Verizon, and the case just got thrown out. Guess what. Verizon does have better 3g coverage than AT&T.

Wonder when Orange/T-Moble and/or 3 will make the same claims against O2 ?   

More in this WindowsITPro Article.

Looks like Celebs can get fantastic O2 support. From 'Stuart L':

I was listening to Chris Moyles on Radio 1 this morning, he was phoning the station from Africa (he's out there on charity work).

Apparently, on yesterdays show he mentioned on-air that he had difficulty tweeting pictures from his iPhone, but today a 'big-wig' from O2 got in touch and the situation has now been resolved.

Amazing how they can solve data connectivity issues in Africa in under 24 hours.

Its amazing that O2 can solve data connectivity issues in Africa in less than 24 hours, but cannot solve data connectivity issues in SE1 in less than six months. Moyles - if you get this - who was the 'bigwig' ?

I got another mail today from Lucy. Nothing particuarly new in it, and sent her this reply. Ironically, it took most of the day to get off my machine as I was trying to use my O2 3g dongle.

To: [REMOVED]
From: Bill S Buchan/HADSL
Date: 02/12/2009 10:40AM
Subject: Re: HLC-1509146-O2 Complaint

Many thanks for your response. However, as I did point out in our numerous phone calls:

• It makes little difference to me to know the plans that O2 have for any particular work. After all, I only really care if the service works or not. O2 have known about this coverage blackspot since June, and I still get little or no coverage.
• Dare I remind you of all the broken promises that O2 have made to me so far ?
• Network services have never and probably never will  ever contact me. Lets stop pretending, shall we ?
• What is the point of improving 2g coverage if you have sold me and bill me for a 3g service ? Why not improve the 3g coverage ? If I sold you a car but only two wheels instead of four, would you still give me all the money? I think not.
• You made absolutely no warranty that O2 would actually achieve any improvements in this area. Any admissions you made were disclaimed to a ridiculous degree.

So yes, the O2 response to my question, 'Can you give me a hard date in which this problem will be resolved" was unsatisfactory. O2 could not give me an answer to this very simple, and pressing question. Indeed, I had rather hoped that instead of your rather defensive eMail, you might have some positive news for us all. Again, my hopes are dashed.

Your response, and your previous phone calls, are all about making me think  that something might happen in the future. I believe that since I have contracted O2 to provide me a service, this should have happened already .

Would you have put up with this lack of service ? This apalling customer service ? And stood for being fobbed off in this manner ? No.

I have already complained to my MP. I plan to contact the broadsheets this week, and the 52 (and counting) petitioners are considering presenting a petition to Stephen Timms. I'm sure that all MP's at the moment are looking for a new whipping boy to distract the public from their woes, and O2 have a real chance of being promoted to this position.

I am also in communcation with the CEO's office at Tesco, your new iPhone business partner, to express my incredulity that O2 will be able to provide any sort of service to their customers, given my experience with the O2 network at the moment.

Alternatively, O2 could actually stop prevaricating, fix the problem, compensate us for the lack of service so far, and we can all get on with our lives.


Your choice.


---* Bill

Today I cancelled two O2 accounts:

• An iPhone handset which had been lost some time ago
• An O2 3g Huwei E160 'dongle'

In both cases, I cited the lack of coverage at SE1 as the reason. In the second case, the terminations person basically shouted down the phone 'There is no guarantee of coverage' a number of times.

Nice.

Today I officially launched the O2 protest blog. I submitted 10 complaints to a number of press, business and commercial bodies, copying O2 in on many of the cases. I have received responses back from T3 and Tescos already, but received nothing whatsoever from O2. Whilst this does not surprise me in the slightest, it does rather disappoint me.

I shall continue on Monday, finding more press and regulatory bodies to press this case towards.

I've been asked to set up some sort of 'add me in' guest book in order that you can add your voice to this too. I may also come up with a 'mobile deadband' google map so you too can highlight where O2's mobile broadband network is less than satisfactory.  These things might happen.

I thank you all for sticking with this and look forward to any and all ideas you have to press for decent coverage, decent bandwidth and decent customer service. You know, the sort we're already paying for.

After work this afternoon, I got round to sending an eMail to Robert Smith MP. 

                                              Friday 27 November 2009

Dear Robert Smith MP,

I am increasingly frustrated by the lack of service being received by
mobile phone companies, and in particular from O2.

In my particular circumstance, as I live in rural Scotland, I have
resigned myself to the truth that no-one will ever site a 3g mobile
phone mast near my house (despite living in a village with over 100
houses) and have resigned myself to receiving 'narrowband' (Broadband
slower than the rate required to watch TV).

I cannot see either of these two facts changing in the near future,
given the lack of regulation over the mobile phone companies, and the
lack of enthusiasm BT has in investing in rural infrastructure.
Aberdeenshire were the last in the ADSL rollout plans and I cannot see
its position changing in any new technology rollout plans, despite
Aberdeenshires obvious wealth and knowledge economy.

However, when I go to work, I often work in Central London. Right in
the middle of SE1. And since June, I have been paying O2 considerable
monies to use my Apple iPhone 3g phone, and an O2 3g laptop 'dongle'.

I'm sure you, as I did, would have a reasonable expectation of adequate
service. Okay, it might not work all the time, but I'd hope that in the
middle of London (literally beside Tate Modern), that phone and 3g
connections would not be an issue.

Well, unfortunately, as I have found out, that is not the case.

I can *see* a mobile phone base station and a 3g mast from my office.
My *fillings* would probably pick up a signal. I have full-strength on
my phone all the time.

But does it work ? No. Since June, incoming calls have been diverted,
and my 3g data dongle has only worked briefly during working hours.

I have complained to O2 to no avail. Over 50 of us in the same building
have complained to O2. In the end, we constructed a petition and
contacted the O2 boss, Matthew Key. To no avail.

We complained to Oftel. They can do nothing. They suggested we write to
our MP's.

A log of all the correspondence on this case can be found at

http://www.billbuchan.com/o2/

What do we want ?

We want mobile phone carriers - who make huge amounts of money - to
actually stand by their promises and ensure that the infrastructure is
in place.  This is especially important as O2 are about to host Tesco
iPhones on their network - stretching an already broken network beyond
their ability to manage it. The result will be nothing more than
complete chaos.

It is clear from the attitude of Customer Services (in my experience)
at O2 that they don't actually care. They cannot name a specific date
as to when improvements will happen. They cannot manage their network.

Surely it is time for someone in government to place a large, sized-10
boot to the backside of these fat-cat mobile phone companies, and
actually make them honour their promises ? It is after all over 8 years
since the 3g licenses have been allocated. This is not new technology.

Forcing them to actually cover the entire country and to stop cherry
picking urban areas would perhaps come as a very close second on my
books.

We are supposed to be an advanced European economy. Its about time that
our mobile phone infrastructure caught up in terms of service, and
stopped ripping its customers off.

Yours sincerely,

William (Bill) Buchan

9946b3a38fce92a0b845/5d13bbee30a9611830c3
(Signed with an electronic signature in accordance with subsection 7(3)
of the Electronic Communications Act 2000.)

BBC Watchdog - the leading UK consumer program - has been contacted:

Myself and a number of colleagues were moved to an office in Southwark Street, SE1. We found when we got there that O2 coverage was broken. Signal was good - the base station was just across the street - but bandwidth was broken.

Over 50 of us have complained to O2, escalated, and I finally presented a petition to O2's CEO. Nothing has been done.

O2 appears to have huge difficulty dealing with its network.

And the news today that Tesco will be selling iPhones and using the O2 network means that another huge number of customers will be trying to use O2's broken network.

OFCOM cannot help. Can you ?

The campaign blog is over at http://www.billbuchan.com/o2/

Best regards,

---* Bill

Of course, O2's mobile network has collapsed before:

• TrustedReviews Details one in late August
• The BBC details one in July

This is hilarious: http://www.27bslash6.com/blockbuster.html

And this is a rather useful resource: http://www.connectotel.com/marcus/ceoemail.html