Warning: Avoid o2 like swine flu

Ranchero_2

Don't blink... avoid o2 like a twitching man with swine flu, if you want any hint of customer care or more than one out of ten service.
I am a journalist who has had the misfortune of having had a phone service and broadband service and all I can say it is the worst customer service I could ever have dreamt of.
I bought a phone from o2 that went faulty and they would do nothing to replace, but the manufacturer DID. Without question.
o2 provided a mobile service after my Genie pay as you go unfortunately transferred to them and tried consistently to transfer me to another tariff without discussion, and attempted to changed my Wap allowance without any communication. The only way I got to keep it is through a complaint to the chief exec.
I got their broadband service and the speed was nowhere near how they sold it, and the modem was broken when it arrived.
Now they are restricting the number of emails any o2 user can send out at once to 25... or rather 15 in my case. WITHOUT LETTING ANYONE KNOW. No email to users, not even a reference on the website. Too much hassle, apparently.
All according to o2 in the email I have received to "relieve congestion in the network". What a load of nonsense!
And when I complain I get invited to pay for another service that would allow me to send more emails. It's all here in black and white... unbelievable.
There is a clear message here.
But then they were more than happy to communicate when falsely accusing me of sending hundreds emails at once... which is the most ridiculous nonsense since Mr Idiot became winner of Idiot of the Year competition in Idiotland. I have invited them to pay me a visit to see for themselves. Funnily enough the invite has not been taken up. Not interested in proper investigations.
And when they get a legitimate complaint, instead of sorting it out, they invite you to quit the service. Because they don't want people that complain. They don't like having to deal with legitimate trading standards moans. They have a dedicated officer.. not surprisingly.
I have the email dossier which supports everything.... they would make me laugh if it was not so serious.
This is just a taster of what to expect.... it's a file of o2 shame. And that is what it is... shameful.
These are NOT one off situations. It happens time and time again.
Suffice to say all traces of o2 will be wiped from our home, because they are a disgrace to the world of enterprise.
Eyes open, don't blink... o2 service across the boards is unacceptable and I would advise all that is thinking of hopping on board to run a country mile. Sorry, make that a thousand.

iceburn

well actually you might be sending 100's of emails and not realising it. One computer on our network was infected with a virus which spread itself by email. Came to light cause the whole network was becoming, so whilst on the phone with the ISP they look at the traffic level and said is anyone sending lots of email. I was like no, We disconnect all the computers and put them back on one by one and long behold that girl as soon came online started sending messages again. Quick antivirus sorted it out.

DatabaseError

My guess, and it is just that, as you have the actual e-mails,and both sides of the story...
" the speed was nowhere near how they sold it, and the modem was broken when it arrived."

Yeah...that "up to" clause that ALL isp's use to sell a service where the speed is governed by the laws of physics coupled with indeterminate user wiring...I imagine they replace the 'broken' modem quickly and without complaint (they did for me)

"...falsely accusing me of sending hundreds emails at once" I've never come across a limit to e-mail sending (I'm with O2) maybe your PC is infected with a virus and really is/was sending a lot of emails...

"since Mr Idiot became winner of Idiot of the Year competition in Idiotland." A trophy I'm sure is kept polished...pictures?

I've only had a couple of dealing with O2 broadband CS..and I've found them to be excellent...then again I like to think I have an idea what I'm talking about which probably made their lives easier...but my experience could have been the exception rather than the rule..I could go looking at some of the reputable ratings sites for confirmation, but I already know the answer..

DireEmblem

the limit with o2 is only with the mobile email sending afaik from their website.

Everything else is unlimited.

taxi73

I'm afraid I need to stick up for o2 here.I've been a phone customer for years and have had broadband with them for a year.
Their customer service is absolutely excellent on the phone.They are always very polite and knowledgable.Their technical help is fantastic and free!!!.....I've never had a problem with their service at all...my phone calls were to change bank details....help with setting various things up on computer etc.
I've never had a problem with o2 phone service either in all the years we've been with them.

Now Tiscali..they were another matter....

kibs

I have to agree with the CS of O2 which is lacking. I was a prepay customer and I spent hours on the phone and writing emails to get them to rectify an error that their system had made.
I had used my debit card to top up £10. I had to set up the card to do this, and their system skipped a step so it took my postcode as the topup. No matter how many times I explained it to them, they would not do a thing, even though you cannot top up £18. lol. I had to take it further for them to accept that their system was at fault that weekend.

BB speeds, a number of things determine the speed you recieve and it is common for people to not recieve the speed that they are paying for. Factors include distance from line, interference from various objects, wheather and a number of other things. I though this was something that was well known.

Email, if you have a virus, or indeed if your email address has been hacked into, this will increase the amount of emails sent. Make sure your security is up to date, and run scanners from companies such as avg and avast, both of which are free and good.

Also if you are being limited on the amount of emails you can send, then open up one with one of the many email providers.. Personally I do not use the email provided by my bb company because when I move I have to deal with sorting out contacts, etc, far easier to use someone else.

Jemma-T

I've had nothing but great service from O2's Simplicty SIM and ADSL2 home broadband. Any queries I've had have been dealt with very well via email and when I have phoned I've been pleased to with the staff's knowledge.

Very pleased and something very good would need to come along for me to move.

Rogerb_2

I set up o2 broadband for my mother and the process is excellent.The automated communications are first class - unbelievable in these days of poor cs generally.

Two things to point out - our instal all went to plan so no need to contact the human side of cs, but the automated ordering and installation process is unbelievably good in every respect.

We ordered the up to 8meg and were forewarned the max would be 4meg because of location. The reality is it is actually often less than 2meg but in our case that is ok, if a bit disappointing.

Bedsdriver

Had their mobile phone which I knew I would cancel at the end of the 18 month contract. The contract clearly stated at least 30 days written notice.

I wrote some ten weeks prior to the end of the contract giving notice and they refused to accept it. They wanted me to ring certain numbers and get certain information and then make more calls. I wrote back and drew their attention to the terms of the contract which I had fully complied with.

Their response was that the contract terms were worded poorly and whilst it appeared that it was suggesting that I could write in, in practice I had to telephone their sales staff.

Needless to say i stuck to my guns and on the requested day they cancelled the contract in accordance with my written instructions.

I have never met such a bunch of shysters.

EDIT: this is a condensed version of the hassle I had but you get the gist.

robt_2

Ranchero wrote: »

Don't blink... avoid o2 like a twitching man with swine flu, if you want any hint of customer care or more than one out of ten service.
I am a journalist who has had the misfortune of having had a phone service and broadband service and all I can say it is the worst customer service I could ever have dreamt of.

1) Therefore we shouldn't believe everything you say

2) Most journalists know what paragraphs are

thecableguy12

I have had o2 simplicity for a year and bb for 9 months on adsl 2 I pay £9 per months and get around 14meg download speed as im near the local exchange!!! i have had tiscali before crap, i have had virgin media, this journlist guy is probaly riddlied with virus and spyware and lives miles away from the exchange.....not o2 fault, they did swap the new modem router didn't they? and it clearly states in terms and conditions distance from the exchange will affect internet sppeds, there are sites out they that can determine all this before you sign up