[waster]

Hi has anyone ever had cause to contact the customer service at o2 had to contact them myself recently and was impressed with the quality of my service.
However a lot of my colleagues and friends disagree, so what are your thoughts

[lee18xx]

I had to phone them yesterday and they were very efficient and friendly! I was dead impressed too

I have just called them, because every time I try to download a game from their WAP site it says "Billing error occurred" they told me to take my battery out and then put it back in to see if that worked!

It costs 50p per minute to speak to them as well!

[jonat8]

I find them very efficient if I phone them up and pay 50p a minute but if I e-mail them it takes minimum 3 days for an answer (unless it's an automated guessed reply...)

Well they're much better than the normal o2 c/s anyway. Although it still took 3 calls last year to get GPRS/MMS activated

And they are pretty quick - I found that the call price is about the same - whereas o2 online is over and done with in 2 minutes, you'll spend 15 or 20 to the other lot - so the cost levels out.

Email support isn't great - they don't even read the thing properly, before clicking one of their autoreply buttons and sending you a load of irrelevant shite, and even that takes a week.

Anyway, my online contract is up on Saturday! Liberation day!

[jonat8]

I think that my O2 Online contract is pretty good for what you get to be honest... and nice to be able to view your bills and unbilled usage online of course. I only pay £17.50 a month for the Online 50 tariff because I went for the SIM card only deal and bought a cheap unlocked T68i elsewhere.

I've only had reason to phone them up twice, once to get GPRS/MMS enabled and once to get GPRS Mobile Web enabled... I wasn't on the phone for long to them for either of those requests, although the services themselves took a few hours to activate.

I've e-mailed them twice too, once about using my mobile from abroad. In that case I got an automated message back that actually told me what I wanted to know (That I could use my mobile abroad). The other e-mail was about POP3 e-mail access and that took about 3 days for an unhelpful reply... bearing in mind I had already got it to work by then.

Arghhh I've had nothing but trouble with GPRS - I suddenly found out in September that my Mobile Web wasn't working - it had dissapeared from my account, and it took the best part of 3 weeks to get it back. Each time I was fobbed off about having to download the o2 connection software

[HippoStu]

Must have been improved then....

I rang last year when i had a contract with them, and after the half an hour wait they came on the phone just to say that i couldn't switch my tariff. Appart from that, i have rang up to find how much i have spent on my bill and it has been pretty straightforward.

[nidave]

SORRY - Having problems editing the post . keeps putting a new messgae on!

[nidave]

Quote:

Originally posted by nidave
I phoned them to query an item on my bill - was put on hold and was left there for 1/2 hour!then was promptly cut off!

Also have waited for them to answer for about 2 hours
repeaditly...

get though and keep getting - out computers are down please call back later.. (happened constantly for 2 weeks!)

waited 3 months for an upgrade phone to arrive, they sent the wrong one 4 times!!!

my partner was told he was not alowed to cancel his contract (even though he has the same phone for 3 years) and had been with them for 10 years!.. as he was in a mobile phone shop!

he got a work mobile with o2 - the sim was faulty - phoned cs, they said i was through to the wrong number.. fair enough - they gave the a number - and it was the one I had just called.. they said it couldant have been - I said ok I will call that number - did so and was told excatly the same thing...


went to orange - so much better!

[nidave]

EDIT BELOW

[pukey]

they are good when they answer the phone but i find it takes me 4-5 tries because they are often ingaged. and then it takes a while for them to answer. apart from that they always try and deal with you quickly so the call costs as less as possible.

their website is sloooooooooooow as a brick. it takes me ages to view my bill.

by the way, don't EVER pay for java games, there are lots of tagtag.com sites which you can download from for free on GPRS.

[*Jon B - Somerset*]

Well I ordered my new Online contract phone on Sunday and was told that the O2 X1 is currently out of stock and will be delivered within 5 days. I rang up O2 Shop sales earlier to see when my phone will be delivered and they said as I ordered my phone online he couldn't help and quickly shoved me off the line.

I then looked for the contact button on the O2 website and it took me 3 days to find, So far I am not a happy O2 customer, lets hope they redeem themselves with the service.

[dweeb]

I have had problems with O2 since Sept. I ordered a simcard that offered 300 texts for £10 top up a month. The simcard came and I activated it 1 week later. Within a few hours of activating, I had a call from a Lady accusing me of sending "obscene and abusive" sms's. I asked her to confirm the number was mine which she did. I then asked her when they were sent. They were sent 3 weeks before I received the simcard!!

The nuisance calls bureau changed my number and promised all would be ok, but they couldn't explain how messages were sent from the simcard as the number was not in use.

I have since then had to pay 10p per message, not 300 txts for £10, despite about 20 emails to them (I refuse to pay 50p a min after they refused me a refund for calling about the previous problem - OFTEL got it for me though even though they dont deal with mobile networks!

I keep getting emails off them apologising for the delay in replying, but could I tell them the exact problem, with my original email explaining the problem at the bottom of their email!!

As far as I am concerned O2 customer care is non existant!

I Hope someone from O2 reads this and feels ashamed.

If anyone has any ideas what to do, please let me know!!!

Dweeb.

[*Jon B - Somerset*]

Quote:

Originally posted by *Jon B - Somerset*
Well I ordered my new Online contract phone on Sunday and was told that the O2 X1 is currently out of stock and will be delivered within 5 days. I rang up O2 Shop sales earlier to see when my phone will be delivered and they said as I ordered my phone online he couldn't help and quickly shoved me off the line.

I then looked for the contact button on the O2 website and it took me 3 days to find, So far I am not a happy O2 customer, lets hope they redeem themselves with the service.

I take back what I said last night, I found the email function and they were so brilliant! I emailed them and they replied within 1 hour, a personal reply that is!

Baring in mind on Vodafone it took 4 days to get a reply, O2 was marvellous, thank you O2!

[smirnoff10]

they sometimes can be a nightmare (trust me i know!!)my dissertation is based on customer care over the internet and alot of it is revolved around them

[smirnoff10]

p.s......i work for them!

[waster]

no way do you work for o2 in bury, what department you on? Im on online voice

[Aldridge Andy]

On-Line customer service seems to be non-existent. Any e-mails receive the Auto-Acknowledge within half an hour, but an actual useful reply so far has been non existant!

As for telephone care, well the lady I spoke to said that calls on Bank Holidays, Christmas Day, Boxing Day, were covered in my on-line Off-Peak 500 Tariff, well my on-line bill says they are not!!
She also told me off-peak calls to 0870 numbers were covered, well I guess as she and her supervisor who she checked the above with were wrong, they are wrong about 0870 calls too!

If O2 are going to provide on-line customer service then they should do that, and have premium rate customer service for when you cant get to your PC. Sadly in my opinion they have no customer service at all, and why should you pay 50p a minute, because their primary route to customer service simply isn't!

Well having only been an O2 customer for nealry a month, roll on the next eleven, because I'm back to orange where coverage where I live and work may be poor, but customer service rules.

Oh, and anyone from O2 reading this, I look forward to my reply to a letter I sent you mid December you reallyhave some work to do to convince me you are worth it!

Those of you who are pleased with O2 customer service, just how did you acheive it??

Andy.

I've been trying to activate MMS on someone's pay as you go sim, emailed them Friday 19th, and just got a reply... Check the o2 help centre There's nothing in there telling you how to activate GPRS/MMS - and I worded the message very clearly in that I already have the settings.

You will need to call O2 for them to activate MMS and GPRS on someone’s phone. Not only do you need the correct settings in the phone, you need O2 to provision the account for the service.

[*Jon B - Somerset*]

Well Im happy with O2 customer service, I sent an email and got an auto acknowledgent email in 5 minutes then a reply within 2 hours. To be honest I think it is because of the time of the year. It has just gone Christmas people with new phones are going to be activating them, having queries, or just mucking up their phones. Their service department is probably boiling over at the moment, and lets face it writing emails takes a lot more effort than ringing them up as they have to type it all in.

Then again they should have a helpline for Online customers because when I wanted to contact them once they said I couldn't use their hotline and had to email because I am an online customer.

[Aldridge Andy]

I here what you say - and here's hoping that once the Christmas and New Year period is over with, they will prove how efficient they can be!

Sitting with fingers crossed,

Andy.

[markonasty]

just got my new T610 o2 contract phone today, all ok i sent about 4 texts and now everytime i try and send one it fails, anyone got any ideas? does the o2 service gateway go down a lot or not?

[waster]

Dudes, I work for the o2 call centre and all i hear is "i got this new phone for christmas right, and wan tto use mms right blah blah blah, we have all had enough