An eMail to Sir Robert Smith, MP

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.)

Comments

[Bill]

And today when I get home - there's a 'House of Commons' Envelope and a nice letter from Sir Robert. He's written to Matthew Key and to the Department of Innovation and Skills.

Lets see what transpires.

---* Bill