Finally, an actual personal message from someone at O2.
Dear Mr Buchan
Thank you for your email dated 27 October 2009 addressed to Matthew Key. I've been asked by Matthew to look into your issues and to contact you directly.
I'm sorry to hear about the problems you've experienced with the coverage within your office complex in the postcode area SE1 0SW. We'd like to investigate this matter further and I would like to arrange to have a radio planner visit your office complex. A radio planner will survey your area at approximately 4pm today and we would like him to have access if possible to your office.
Please can you confirm if you can arrange for our radio planner to have access to the building at 4pm today.
I look forward to hearing from you.
Jonathan Moore Executive Relations
I immediately called Jonathan back, had a long chat where I emphasised signal strength was not the issue (I was standing in direct line of sight of the base station at the time), but bandwidth on the 3g circuit. He still wanted to send a radio engineer in any case.
Meanwhile, I got the first call from 'Lucy' from the CEO's office. I re-iterated the complaint (yet again) and asked when a resolution would occur. It was agreed that the visit from the radio engineer would be the next step.