Warning: Avoid o2 like swine flu

Vereniki

I have to say I've been with O2 for 5 years now and they've been nothing short of excellent. Of course, like any other big company that can't control the staff they employ, it's very possible for things to go wrong with customer service. If you're unhappy with them just change everything to another provider.

KimYeovil

You are on a pay-as-you-go service and you expect to receive the same tariff in perpetuity? What nonsense. Even a contract tariff is only guaranteed for the first twelve or eighteen months.

You were with a different company that was taken over by O2. Of course they are going to want to transfer you to one of their tariffs. Again, a nonsensical complaint.

Every email provider has limits on its server and will not allow unlimited use of it. It is the responsibility of the user's mail software to behave correctly and not flood a server. Your settings are either incorrect or inadequate on your software. There is nothing unreasonable with O2 wanting to charge for access to business-level email facilities. (Indeed, if you are using your phone for journalist-related activities then you are probably in breach of contract - do you have a business contract with them?)

Of course there probably is some issue with communicating alterations to your service - but how much of it is just down to you not being happy with a different tariff structure and stamping your feet? If you don't like O2's allowances the solution is simple - choose a different supplier.

Ranchero_2

Yes it's true.
For the o2 apologists out there... can I just refer them to the letter I have just received.
Firstly, yes there may well be a simple explanation for the 400+ emails but o2 don't want to know it. In any case it is not allegedly the reason for the restriction.
The 25 emails at one time restriction has been brought in without any circular to customers... nor when I wrote to them any mention of it on the website.
Now not everyone will be bothered, but those of us who actually send more than 25 emails at one time, which is what I do once a week, it does hurt.
But what pains me more is the response I get from o2. Where they basically tell me to f.. off. All I want them to do is investigate any issues properly. My service is being restricted over and above the limit they have unilaterally set for what reason? To reduce congestion? Because thats what they say. It's a nonsese.
Disreputable and a disgrace to business? You make your mind up.

Dear Mr XXXXXX

I write in relation to your recent emails concerning your broadband account.

We have discussed a goodwill gesture by way of compensation for the inconvenience which you allege you have suffered following our recent system changes. As I have explained, we will not be changing this system back on either an individual or network basis.

In addition, we have offered you the opportunity to terminate your service without penalty should you wish to find another service provider.

As you are unwilling to accept one of these offers to bring your complaint to resolution, we now consider this matter closed.

However, before closing the matter, I would like to bring the following points to your attention.

1. I remind you that clause 7 of the terms and conditions of your agreement with O2 states that:

“We may terminate your contract or suspend all or part of the Services if… we are no longer able to provide you with the Services”;

2. Given that we no longer supply the services you seek and you are unwilling to accept any of the options that we have given you in order to potentially resolve this complaint we consider these circumstances give rise to a right of termination on our part.

I wish to bring another matter to your attention. You have repeatedly sent your emails to XXXXX and XXXXX when you only need to send them to me. Accordingly, I ask that any future communications you wish to send to O2 be made in writing only to me at: O2 Executive Relations, Suite N, Arlington Business Centre, Millshaw Park Lane, Leeds, LS11 0NE. If you do not follow this request we will consider our legal options in relation to the unnecessary time wastage caused by any additional points of contact. As you have seen, I am responding to your emails in a prompt and proper fashion.

Further, this email constitutes notice that we may disconnect your broadband services in the event of any further behaviour which we consider to be unacceptable and in particular any breach of clause 7 of the terms and conditions of your agreement. I hope that this will not be necessary.

Yours sincerely

Jonathan Attwell Executive Relations Manager

t 0845 330 0683

Who says the customer is always right?

Well I for one don't think the customer is always right. For sure.
But this is just treating the customer with utter contempt.

They may have some cheap deals out there... but ultimately you will eventually need to use customer support... and my warning is, think twice.

You may think you have no reason to communicate with them, but when you have a service issue, and I have had not many but enough with my phone and broadband and in each case they have been disgraceful.

It's your choice... but the letters speak for themselves.

I am allowed to register a complaint if my service is curtailed without communication.

o2's response is to tell you to f.. off.
Which is what I will do.

sporedude

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.
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.

Too long, Didnt read.

O2 are a great company.

DatabaseError

Looks like they're happy for you to leave, with no penalty, take advantage before they change their minds (though reading the email it looks like the choice may be taken out of your hands if you complain any more)
I can see why you're upset, with the domestic broadband account not being set up for commercial emailing...that would probably upset me if I'd also bought the wrong, but cheaper, product and found it didn't fit my needs.
Obvious solutions include getting your own email as sensible advice is to NEVER rely on your ISPs email service, I'm an O2 customer and I've not even set my client up to receive their mail, purple cloud have a good reputation for mail, combine that with your own domain name for a professional looking email address, rather than me@o2.com which does look a bit...er...cheap.

Vote with your feet - quit O2 and got to talktalk - that'll teach-em!