Rude and unhelpful customer service.

Hey there ​@Mbrowning93, I’ve just replied via your other thread now, please respond there.

Thanks,

Tyler

am writing with regard to the above complaint. I wrote to you on 11th December  2024 asking you to address the issues with network service I have been dealing with for over a year. I have been unable to make or receive phone calls since the start of my contract and I have requested a resolution.

Your attempts to resolve the problem have not been satisfactory and you claim that there is nothing more you can do to help me. 

It appears that we have reached a position of deadlock. 

Therefore, I am left with no alternative but to take my complaint to the communications ombudsman.

I would afford you one final opportunity to reconsider your position and confirm to me within the next 14 days that you will either allow me to terminate my contract with immediate affect at no cost, offer a suitable compensation for the months I have been unable to make phone calls or alternatively send me a letter of deadlock. 

If I do not hear from you within this timeframe I will refer this dispute to the communications ombudsman with no further reference to you.

Thanks

I have also raised this in the online chat with customer service. 

Hi ​@Mbrowning93 

You say that you are unable to make/receive calls??? Can you still send/receive text messages and use your data?
This may be down to your handset not connecting to the VoLTE (4G) network. 4G is just the label for the  ‘4th Generation’ connection whereas ‘VoLTE’ (Voice over LTE) is the actual type of network that is being used.
This can be a fix that is as easy as turning on the correct setting to needing to change the phones software (as this is controlled by the original network the handset was sold by).
What phone do you have? 
Do you know anyone that has a SIM with a different network that you can try in your phone?

Unfortuantely, the agents on the live chat do tend to sway towards the SIM card being the problem when this may not be the case and they also may not have the knowledge/experience to delve deeper into the problem.