Ok, so today, I feel extremely priveliged, I got two emails from O2. The first one was from a frontline customer service rep, who - bless him - seemed to think that clearing my temporary internet files would sort out the problem. However the second email was from a "Senior Analyst", and was in a direct reply to my email to Kent Thexton. Selected highlights follow:



Well, at least I have finally got them to notice that they do have a serious problem here, and its nice that they are trying to do something about it. I shall keep you updated on any further developments. Interestingly, today is also billing day, so it's not really that surprising I'm suddenly seeing results now...

"Having investigated your account, I have discovered that your mobile number is not recognised by the system."
However, I assume your billl is.....

I expect so, I shall no doubt get my usual "statement is ready" message on Monday. However, its interesting that depsite the fact that they can't find my mobile on the system, I have never once had any sort of problem with the phone service they provide.

Did you have your number ported over from another network? I had mine ported from Orange.

What's really pissing me off is the fact that O2 do not seem to have acknowledged that there is a problem. There is no notice on the website, etc etc etc. The fact is that ever since THEY changed the website routine (this merging crap from about 20 days ago) I have not been able to log in - sending out template emails is not going to resolve this. Getting ANALYSTS and systems ADMINISTATORS (not secretaries) to look at the website and work out what's going wrong would be nice. Sending back a default message will get pass the ticket off as cleared and won't escalate the problem

I sent a reply back, like i said, telling them to look at my account, and actually left the problem in their hands saying that if it still does not work after 28 days. or acknowledgment of a problem hasn't been given, they have broken their T&Cs (acting competently.. because they are SO incompetent!!) and I will have to take "action" :P

No, the number has always been an O2 number.

Incidentally, if your contract is the same as mine, then once you have informed them that they are in breach of their side of the agreement, you only have to give them 7 days to rectify the situation, not 28.

Ah..
Well it was kinda along the lines of "has now been inaccessible for 18 days... should this reach 28" etc.

Gonna have a good look at my contract in a sec.

Checked the site last night and they now have information on the problem in the help section on the right hand side (see here: http://www.o2.co.uk/help/0,,500,00.html ). I must be one of the lucky ones as I've been able to get in, but admittedly I used ot have a similar problem to what is being discussed with the old Genie version of the site.

I'm finally able to view my bill again, and I got the shock of my life, as I haven't been able to monitor my spending, I got the biggest phone bill I have ever had.

I find the new system for logging in and actually getting to see your bill / usage statement a bit long winded as well, with you now having to enter a security code to view the statement. I wonder if this extra layer of security is really necessary, as surely it will just act to confuse some people, and quite frankly, the bill itself does not contain any sort of personal banking information, yet you can access the persons bank details simply by clicking on the appropriate option on the right... I'd rather have people see my bill than my bank details.

The system is still rather bugged, I keep getting the usual error message when I go into certain parts of it. On the whole, their entire "upgrade" seems to have been pretty poorly managed.

Incidentally, I had to find out it was working again myself, O2 sent me no notification of having fixed my problem.

Congratulations, Rob_Stroud

Still no light at the end of the tunnel for me.. not had a reply to my initial reply, and I've been trying regulary to get in.

I did FWD a mail to Kent Thexton, but he won't be back to his office until today, so it seems, so I will have to wait and see.

Oh, except, now my original O2 login, the one that was created when I signed up - doesn't work. I guess they are finished with the 'Link to O2 crap' - but yet, my website username/password still doesn't get me to see my bill - just that I am already logged in over and over again.

I have found a customer service email address from the O2 corporate web site www.mmo2.com. The address is customerservice@o2.com. There is also a list of corporate details signed by David Varney, the chairman. I have copied my message to david.varney@o2.com - so far it has not been bounced back!

I can concur with all of the posted complaints and add a few more!
I started when i upgraded my 'phone and got the first bill via snail mail. O2 carged me "330 for the privilege of sending my bill. without my consent (i only agreed to accept Internet billing!) BT Cellnet transferred my account to 'genie'. that was last January and since then I have only been able to see my bill sparodically. I will not list the dates and times of the various non replies to 'e' mails and 'phone calls (@50p per minute). Also the excuses, reasons and sheer impetrinent replies I did get. Thet even impied my computer was not up to the job! I wrote to the Chief executive twice and that did get a couple of 'phone calls from people who tried to help, burt the also evaporated away.
i have done the only thing left to me - terminated my contract. even that was made as difficult as possible!
Why can't we all get together and present the compelling evidence to the Ombudsman. If I could afford it i would even cahallenge the legality of some of O2's operations.

O2 don't have a clue. My wife gave notice to quit the old Genie service in August, and was meant to be cut off in September. The phone had been off since September, and I switched it on last night to charge it up as a friend needed a handset to borrow. Straight away, it came up with BT Genie in the display, and 2 texts arrived. The most recent of these was a request to call billing to pay off the outstanding bill to prevent the service from being cut off!

She called them this morning, and it turns out that they have a note on her account to cut off the service, in September (end of 12 months), but had failed to do this and are continuing to bill her!! They are currently trying to sort out the mess.

Just to make sure that nobody is in doubt, she has had a reply email (not automated, but from a human) from them to acknoledge the cut off request, and there is a note on her account to say that it is to be terminated as well. She also spoke to a CS rep at the time about this and notes are on the account to this effect.

A call to OFTEL and Trading standards my be the only course of action.

Also, on the new ebilling system, she has never been able to view her account!!!!!

Why doesn't she just cancel her direct debit mandate. That is what I will do later this month. i also have confirmation of contract cancellation!
Good luck - you are going to need it!

She did. That is why they are asking her to call billing to pay off the outstanding bill for the last couple of months airtime that they have not been able to get from her bank. Billing seems to think that she is still a connected customer!

Silly me! I should have known, but thanks. I will look out for the same treatment.