o2 broadband customer services - worst ever

mess0804

I have problems with my O2 broadband. I have called them 4 times till now and every single time the waiting on the line is outrageous. I have now 50 minutes since the tune is in my ear and they keep saying that my call is in a queue.... 50 minutes and counting.... :mad: Every time they just say a silly solution as change the channel or whatever...which I hav etried before I started calling them, but apparently they have to log in the system that you called once, done that, you called twice done that ..... and when they finish the solutions in the script maybe they will bother to see what's the problem...
I am still in the contract and apparently they are the best in UK :mad: .... if this is the best I don't what to know about the others...

mess0804

they answered at 57 minutes!!! and they said that they don't know what to do anymore and put me on hold :eek: to speak to their 2nd line department!

Donnie

It's why I tell people that if they want good Tech Support they should join BE. If they want cheap; O2.

Of course, you only notice the difference when something goes wrong.

mess0804

I still have about 6 months in the contract, but I have reached the point when I would prefer to loose the money and move to another provider.

Donnie

mess0804 wrote: »

I still have about 6 months in the contract, but I have reached the point when I would prefer to loose the money and move to another provider.

I don't think that it costs anything to move to BE. Keep in mind of course that you could have the same connection problems, as they haven't yet been diagnosed.

https://www.bethere.co.uk/web/beportal/halfprice

macman

Why don't you post the actual problem on here so some advice can be given? Don't assume that every problem with broadband is the fault of your ISP.

Donnie

macman wrote: »

Why don't you post the actual problem on here so some advice can be given? Don't assume that every problem with broadband is the fault of your ISP.

But waiting for 57 minutes is....

Gooka

Donnie wrote: »

But waiting for 57 minutes is....

Have been with 02 for about 18months, have called about 3 or 4 times with problems or general issues when setting up - each time they've answered within about 30 seconds.

Pretty much the reason I stay with them is because they've been very helpful to deal with.

C_Mababejive

If you have tech problems then MSE or
http://www.beforum.co.uk/

are the places to be.

OK so keeping you hanging on the phone is bad,but really,it can often be very difficult to solve complex problems over the phone anyway.

kwikbreaks

Donnie wrote: »

But waiting for 57 minutes is....

It certainly is. At least it's an 0800 number and not 0870 like many are.

The point I'd make is that currently O2 are supplying their broadband at less than cost price to very may customers (my total O2 bill for 2009 ~£18 broadband + ~ £120 for mobile phone).

Along with most ADSL services there are not often problems (apart from with the Access product which IMO O2 should simply not have sold) so where they are clearly making some savings are with the phone support.

I think that is short sited as they may well lose customers who they have spent a lot of money getting - ignoring their own costs they have to pay BT ~ £45 to make the initial connection and a monthly fee for using the line which together will exceed their first year income for new customers signing up through cashback sites or directed to them from third party online services.

ckerrd

I have found their phone helpline to be excellent - never had to wait more than a few seconds for an answer. Have you tried their live on-line help on the "broadband assistant" I used it twice and it was very good.