Accepted Solutions on the O2 Community

[Martin-O2]

Hi everyone,

This is part of a series of guides about how the community works and how our members can get the most out of their time here. 

The O2 community sees dozens of help questions posted every day, from the ordinary to the bizarre, and our knowledgeable members do a fantastic job of answering the vast majority of these queries. 

What are Accepted Solutions? 

An Accepted Solution is when the correct answer to a question is highlighted in a topic. A link is created from the original question to the correct answer and the answer and thread are marked in green to indicate the problem has been solved. This means anyone browsing the community later can easily identify if a question has a useful answer, and also get help from it.

How do Accepted Solutions work? 

The creator of a thread has the option to mark one of the replies as the solution. It's really simple to do, just hit the "Accept as Solution" button under the post and it's done! The page will refresh and the post will now be the accepted solution with a green tick on the reply. 

How to get a solution for your question? 

Here are a few tips on ensuring you get a quick and useful solution to your question: 

Post in the right forum board

It may sound simple but posting your question in the right board helps you get a quick and helpful answer to your query. We have loads of knowledgeable members waiting to help but they won't be looking in the Off Topic board for a Pay Monthly question. 

Provide plenty of detail

Your question might be complicated or something the community has not seen before so give as much detail and context as possible in your post. Other members may ask follow up questions if things are unclear. Remember not to post personal info like phone numbers as the community is public. 

How to get your answer marked as a solution? 

If you are answering help questions on the community and wish your answer would be picked as the solution, there are several things you can do to increase the chances of your answer being selected. Here are a few tips: 

Ask questions / troubleshoot 

Sometimes the question might be a bit unclear, so it's important to ask follow-up questions to try identify the issue better, to be able to give more relevant help.

Provide details

Give as much detail as possible in your answers. The person asking the question may have very little knowledge on the subject so provide plenty of info. 

Hyperlink

There are numerous community guides on common questions asked on the community in addition to the O2 help pages so it's good to always link to these where appropriate. 

Give the correct info

It's not helpful to direct someone to the wrong guide or to contact customer services when they can get help on the community, so always double check your answers and avoid defaulting to contacting another support channel where possible.

Feel free to add your tips for getting an Accepted Solution below and if you have any questions about the process or need any advice, give the community team a shout.  

[Cleoriff]

Good guide @Martin-O2

1) If a new member gives themselves the solution (as they are unsure of how the system works), I always report this via the report section.

2) Never be afraid to query with managers if you think the solution given is not actually the best one.

(This works two ways. I never have a problem in suggesting mine wasn't the most deserving) I did this yesterday so not telling untruths here)

[jonsie]

Hope this is a sticky so that the right customers are reading it. Good guide

[pgn]

Nice to see some context for the odd terminology encountered on the forum.

Why are some boards not permitting "Accept as solution" as an action?

[MI5]

Some boards are just for chat or discussion and therefore no solutions are possible.

[pgn]

Just those outlined in red below d not permit "Solutions"?

[Cleoriff]

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@pgn wrote:

Just those outlined in red below d not permit "Solutions"?

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That's right. Of course you have to also exclude reviews and how to guides.

[MI5]

And the welcome and news and o2 Priority boards too.

[Cleoriff]

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@MI5 wrote:
And the welcome and news and o2 Priority boards too.

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Yes...Though not to be confused with anyone asking a question about O2 Priority. Most of those will be given a solution.

[TallTrees]

What OMG that sounds like "double dutch" to me  @Cleoriff  I'm off for a lie down.