o2 broadband customer services - worst ever

Donnie

Gooka wrote: »

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.

But 'technical' they are not. I've dealt with both O2 and Be. I can safely say the person who answered the phone to me at O2 had little idea of the subject of our discussion.

ckerrd

Donnie wrote: »

But 'technical' they are not. I've dealt with both O2 and Be. I can safely say the person who answered the phone to me at O2 had little idea of the subject of our discussion.

You may have been unlucky as the people I have spoken to have had more than enough technical knowledge.

Or maybe I have been lucky?

shanbalasay

Just to let you guys know that I'm another O2 Broadband customer who was kept waiting for 34 min when I wanted to complain about my very slow broadband speed.

theloft

shanbalasay wrote: »

Just to let you guys know that I'm another O2 Broadband customer who was kept waiting for 34 min when I wanted to complain about my very slow broadband speed.

It must be the time of day the call is made that is the problem. I must say that my experiences with o2 have been nothing but excellent, I can' praise them highly enough - and 0800 number to boot. I have never had to wait more than a couple of minutes and usually answered within a few seconds.

zara*elise

I have to agree with theloft, o2 have been amazing compared to Sky (over three days worth of calls - that's right, 72 hours spent on the phone - to sort out a set top box problem, an engineer breaking our phone socket then giving us the bill, and just general all round terrible service) if you're having problems after talking to the initial call centre advisors ask for second tier support, these are the people who actually will look into your problem, rather than just read for a script.

Hope it's resolved soon.

jammell

I guess I'm a lucky one as well, lol, only had one bit of downtime also, and can get through to customer services quickly too. Their mobile department on the other hand takes ages to get through. =P

mess0804

Me, again

My Internet keeps droping, the O2 broadband assistant pops up and after a few minutes I reconect, but it is very annoying as I like to play online or use skype with my mom and it's annoying to lose the connection.

Phones them abot 5 times till now and waited on the phone every single time usually abot 20-25 minutes . I complained even last time when I waited for 25 minutes and they said they know that there is a problem and that 200 new people are hired to help.
After one week I called again and waited 57 minutes. I know that it's a 0800 number but I feel like my time is "free"
I would change them but I in a contract, and I don't know which ones are better...
I have no ideea where the problem is: from them, from the router, from the line?

(the lucky ones that get to speak with someone after a few minutes is there a secret, a certain hour that you call? )

C_Mababejive

Can i tell you that ADSL is a curious animal and to get the best out of it you might have to do some learning and fixing yourself. Someone at the remote end is probably not going to fix it. I quickly learned this when i started using ADSL instead of cable. Its a more variable technology. I mean to try and ram upto 7Mb /s of data through a couple of twiddly tinned wires which sit side by side with dozens of others,tightly packed,and lying in wet ducts that are Kilometres long....well its a miracle that it works as well as it does !

You cant do much about the tatty old bit of wire between you and the DSLAM at the exchange but when that bit of wire enters your house, you can do your best to make sure its well connected,correctly and with the minimum chance of noise inducement and/or crosstalk.

Ditch/rationalise all those extensions,

I also fitted a netgear DG834GT router instead of the )2 box..much better piece of kit.

If your really lucky,as a new ADSL customer,it will work perfectly,out of the box,very fast,forever. For most of us,it needs some fine tuning.

In the end,it matters little who the seller is. The technology is pretty much the same...ADSL..digital data through a tatty pair of wires of small cross section,originally meant for simple phone traffic and now pressed to do something it was never designed to do.

ckerrd

mess0804 wrote: »

Me, again

My Internet keeps droping, the O2 broadband assistant pops up and after a few minutes I reconect, but it is very annoying as I like to play online or use skype with my mom and it's annoying to lose the connection.

Phones them abot 5 times till now and waited on the phone every single time usually abot 20-25 minutes . I complained even last time when I waited for 25 minutes and they said they know that there is a problem and that 200 new people are hired to help.
After one week I called again and waited 57 minutes. I know that it's a 0800 number but I feel like my time is "free"
I would change them but I in a contract, and I don't know which ones are better...
I have no ideea where the problem is: from them, from the router, from the line?

(the lucky ones that get to speak with someone after a few minutes is there a secret, a certain hour that you call? )

Try the live chat on the o2 broadband assistant if you haven't already. I found it to be most useful.

Donnie

ckerrd wrote: »

You may have been unlucky as the people I have spoken to have had more than enough technical knowledge.

Or maybe I have been lucky?

Not unlucky. Put simply they just didn't know anything about the subject other than reading a script.

If I call Tech Support, I don't want to speak to telephone operator.