Not good ustomercare

Anonymous · ‎11-12-2009

I phoned O2 customer care regarding the lack of signal on my Iphone 3G, whilst at work 8am-6pm I cant make/receive calls/texts, they checked the local area where I work (Central London, SW1P ***) and told me that there was no works being carried out on the masts in my area, so it must be my iPhone that has an issue. Seeing as it was out of warranty, I'd have to get another phone. As a result I signed up to a new 18month contract and paid out £90 for an upgrade.

Only to be emailed by another O2 representative a week later stating that they are carrying out upgrade works in my area, and that they should be finished by 21st Dec (meaning I've had no signal in the centre of London for 2 months!).

To make matters worse, I have tried for the last 3 days to get though to someone regarding this matter, only to be told that "your systems are currently being upgraded" so no-one can deal with my issue. Then once I finally got through to someone that said they'd deal with my complaint, they then at the end of the call told me that their system was also "down" and after promising me that they'd record my complaint, told me that actually they couldn’t because of their "system" being down! Finally the last person I got through to picked up the phone and immediately before I started talking was laughing down the phone, and cut off the call, so after being on hold for a while just cut me off.

Seeing as my decision has been made completely based upon a lie, and that O2 can not even provide me with a basic level of service on my phone, I really feel at the very least I should have some form of compensation. I am thoroughly unimpressed by the service I've received to date, and I'm positive that should I wish to break the contract and move to Orange that I’d be well within my rights. It would be a shame after 6 years with 02 but can't help but feel it's necessary.

Has anyone had an experience with this kind of situation? If so what was the outcome?

Anonymous · ‎11-12-2009

I've been trying since Sunday to upgrade my handset... well, I gave up on Wednesday.

After repeatidly being told that their systems are down, and that it's not as simple as walking into the store and upgrading, I finally gave up waiting. Everytime I call up, I'm set different expectations. I don't have the time to keep calling on the off chance that their "systems" are working.

The past two days I've been trying to obtain a code to port my number, and to cancel my contract. Again, this is not possible, due to their "systems" being down.

I'll now be billed another month, because guess what! Their "systems" are still down

All I could think of doing is requesting to speak to a supervisor. I done this on Wednesday, took his full name, and requested he made a note of the fact I'm giving notice of cancelling my contract as of the date. He advised that he had made a note of this in his diary, but I took the liberty of recording the call anyhow.

In summary... O2 customer for 8 years... soon to be a customer elsewhere

Anonymous · ‎13-12-2009

Nothing surprises me if it's anything like their broadband "help".

Anonymous · ‎14-12-2009

Hello

sorry to hear about your situation 😞 but a few questions first if that is ok?
Is it only this postcode that your phone doesnt work in?
Have you tried a full reset on your handset?
AFAIK there is no mast work going on though O2 strive to improve customer satisfaction with upgrades to its radio network.

There is also a formal complaint procedure that you can go through, though I may need to find that.

Thanks

Anonymous · ‎14-12-2009

Complaint procedure is here

You are in Home Help Search Results Making a complaint
Making a complaint

At O2, we always try to make sure things run as smoothly as possible for our customers. If you're unhappy with any part of our service, please tell us.

Your complaints give us a chance to put things right and also means we can improve our service to you and our customers in future.

Our customer service teams are in the best position to deal with your complaint and should be the first people you contact. You can contact them by phone, letter or email. You can do this by clicking the 'Email Us' link below:

We'll look into your complaint immediately and try to sort the issue out as fully as we can. If you're unhappy with our decision, ask for one of our customer service team managers to investigate further.

We hope that we will have been able to sort out any problems by this stage. However, if you're still not satisfied after speaking to one of our managers and you'd like an impartial review, please write to:

O2 Complaints Review Service

PO BOX 694

Winchester

SO23 5AP
More information here : How do I make a complaint?

Alternatively you can email us directly at:

complaintreviewservice@o2.com

or fax us on 0113 388 1153.

Please include the following information:

Your name and address
Your mobile and account numbers
A daytime contact number
A suggestion of what you'd like us to do to put things right

If you've had any previous correspondence relating to your complaint, please send copies of these as well as any names of supervisors and managers you've spoken to.

The telecommunications ombudsman, Otelo, can review your complaint if we haven't been able to sort the situation out using the steps above. Unless there is a deadlock situation, Otelo won't look at cases that are less than 8 weeks old.

Otelo
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614
Textphone: 0845 051 1513

www.otelo.org.uk

Email:

enquiries@otelo.org.uk

For information on your consumer rights, get free advice from your local citizens advice bureau (CAB), consumer advice centre, local authority trading standards or consumer protection department. You'll find their contact details in the local telephone directory or ask at your town hall or local authority offices.

If you have a complaint about premium rate services, contact PhonepayPlus at:

PhonepayPlus
Clove Building
4 Maguire Street
London
SE1 2NQ
Phone: 0800 500 212

www.phonepayplus.org.uk

Anonymous · ‎14-12-2009

Tony,

Yes it's just the local area to my office (SW1P ***) that is affected. I have tried a full reset of both my old phone and the subsequent new phone, but to no avail. They both have the same issue. I've since found 4 other iphone users in the office that have exactly the same issue as me, previously we had full signal here, now it's intermediate at best, and non-existant at worst.

I've had an text from O2 after emailing them last week stating that they'll be in touch asap. We'll see what the response is...

Hello sorry to hear about your situation 😞 but a few questions first if that is ok?
Is it only this postcode that your phone doesnt work in?
Have you tried a full reset on your handset?
AFAIK there is no mast work going on though O2 strive to improve customer satisfaction with upgrades to its radio network.
There is also a formal complaint procedure that you can go through, though I may need to find that.
Thanks

Anonymous · ‎14-12-2009

i am due an upgrade so i have been trying to contact o2 for days and keep getting the same answer (the computers are down). eventually i got to speak to an advisor. i told him i wanted a nokia n86 on my £35.00 per month tariff but did not want to pay the £97.00 price for the phone. i was told they could not help me the price was fixed so i asked for a P A C number and i am going to Orange. they did not even try to keep my custom. i am very dissapionted after being with o2 since bt cellnet around ten years. i got the same response from the o2 shop. no help what so ever .

goodbye o2 good ridence

Anonymous · ‎14-12-2009

It's naff all to do with the phone, O2 coverage in Central London is very patchy during the working day due to network congestion - there's too many people trying to use data services at once. I don't know if you're ever in the office early or late, but I often find a marked improvement in performance before 9 and after 5.

O2 don't admit to it, hence the new phone claptap. They are, however, investing in upgrading the capacity - http://mediacentre.o2.co.uk/content/Det ... easeID=580

Anonymous · ‎14-12-2009

I have also found out their system is being upgaded and they are unable to help.. I'm closing my account after 15+years

Anonymous · ‎14-12-2009

i am due an upgrade so i have been trying to contact o2 for days and keep getting the same answer (the computers are down). eventually i got to speak to an advisor. i told him i wanted a nokia n86 on my £35.00 per month tariff but did not want to pay the £97.00 price for the phone. i was told they could not help me the price was fixed so i asked for a P A C number and i am going to Orange. they did not even try to keep my custom. i am very dissapionted after being with o2 since bt cellnet around ten years. i got the same response from the o2 shop. no help what so ever .
goodbye o2 good ridence

Try speaking to retentions, upgrades have temporarily been dealing with cancellations also, however upgrades are not able to offer anything other than what you have already seen.

I have also found out their system is being upgaded and they are unable to help.. I'm closing my account after 15+years

That is probably a little extreme, o2's systems are generally fine. They have implemented a new system. When this has been sorted out, you shouldn't have any problems in the future. The last time the systems were down, were for a few hours in 2008.