Need O2 Broadband Help - I work for them - Ask away

zorber

Hi I do hope you can help as no one else seems to beable to.

I want to move to o2 i have a mac code and i wish to order over the internet. If i put my postcode into the checker everything is fine, if i put my telephone number into the checker it says that i cant get broadband and phone up. When i phone up the sales person says that i am listed as living more than 11km from the exchange.
This is wrong as my exchange is 2miles away by road (using sat nav).
O2 and be.co.uk both refered me back to BT to get the issue resolved and system updated. I spoke with Bt who said they cant help as it is BT wholesale who need to be contacted and they are not customer facing (great eh) and said i need to get my new isp to resolve this with BT Wholesale. I am trapped at the moment.
How do i resolve this

My exchange is SSGLR postcode GL12JA my postcode starts GL1 too.

Please help and contact me if you need my telephone number and further details if you can help.

spinningsheep

I am already with 02 home broadband and have 1 month left to run on my contract. I saw a deal on Quidco that you get £70 cashback, so I called and asked if they could do anything to match it, as even if I had to cancel, wait for my line to clear, then restart via Quidco, it was still worth it, as it equates to almost a year free! I was put through to retentions who offered me 2 months free if I resigned a 12 month contract, but they said if I left, they would bar me from returning within a 6 month period, thats their policy. I was dismayed, is this true? It seems I am being told that as an exsisting customer, I am getting a worse deal than a potential new one, and that if I dare to leave, they dont want me back!

456789

zorber - line length isn't always the same as road lenght
spinningsheep - yes they don't allow you to return for 6 months

Quentin

456789 wrote: »

spinningsheep - yes they don't allow you to return for 6 months

I suppose they can refuse to accept anyone as a customer, but they make no mention of this in their ts + cs except for the case of anyone taking advantage of their "risk free" trial (where you can leave without penalty and have your money back if you leave during your first month with them).

If you leave under those circumstances you cannot return for 6 months.

I don't really see why they would want to enforce such a rule on someone leaving after completing their minimum contract then finding the grass not so green elsewhere and wanting to return and signing up as a new customer.

abibee

Can anyone tell me if the Access package is still being problematic?

I'm thinking of joining (I already have my MAC code from AOL), but Access is all I can get, although SamKnows says my nearest exchange is long overdue being unbundled. If I do sign for the Access package, and then the unbundled service becomes available, does that mean I'd start a fresh 12 month contract, or would the time on Access count towards it?

Thanks.

DatabaseError

abibee wrote: »

Can anyone tell me if the Access package is still being problematic? ......

Absolute rubbish! 1st 12 month contract I've had for a couple of years...thought I'd take a punt (excellent CS and I got a good deal) regretting my decision every evening and all weekend

There are plans to upgrade the system..though I find it hard to believe the access package will see much of the improvement.

I have had speedtests showing ~300k on a 6500k profile! The 300k would be bad enough on it's own, but add in packet loss and the service becomes unusable at times.

abibee

Hmm, I'm stumped then. No cashback offers on Sky or anything, beginning to think AOL isn't that bad after all!

DatabaseError

The advantage of O2 is that when it does work there's no protocol/packet filtering, so the connection can be used in any way seen fit...and it is unlimited (ie no cap, download as much data as you want/manage).. which is why it is so contended

Nostromo

I escaped from Access on thursday speeds shot up to normal.If you cant get 02 LLU then steer clear of the access package its a disaster.

System

Hi, I am on o2 broadband and use an extension lead from the main phone line to the broadband box (as my PC is other end of the room). o2 have said that this has cut my speed in half from 6kb to 3kb and this is the reason much of t he time in the evenings I am unable to connect to the internet at all.

They've suggested I buy a USB Wireless Adaptor for approx £15 instead of using the extention lead..

Does this sound correct? I never had these problems with my previous broadband provider and it only seems to have been bad during the last month or so...