o2 broadband customer services - worst ever

ckerrd

Donnie wrote: »

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.

Guess I was lucky then

suburbanwifey

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.

Ditto! I left AOL-hell after 12 years to move to O2 and they have been fantastic. Have answered any calls within 30 secs and even spoke to me happily at 3am in the morning when I had trouble setting up my new Playstation 3. First guy couldn't get it set up on my network, so he went to get another who he said was a Playstation expert and he sat with me, alternating between making me laugh and teaching me what I needed to know as he did it. I did a survey about the customer service experience and gave them all 10/10 - I have been a demanding customer and they have not once failed me. The staff are polite, they sort it! and they sort it pronto. Cannot fault them at all. Best on the market I say. O2 customer service is rated as highly by many. Really odd the OP has had to wait so long to have a call answered. Where else can you get a friendly Scottish lad chatting and sorting it at 3am for *free* for as long as it takes? I don't know. O2 are GOOD.

macman

suburbanwifey wrote: »

Ditto! I left AOL-hell after 12 years to move to O2 and they have been fantastic. Have answered any calls within 30 secs and even spoke to me happily at 3am in the morning when I had trouble setting up my new Playstation 3. First guy couldn't get it set up on my network, so he went to get another who he said was a Playstation expert and he sat with me, alternating between making me laugh and teaching me what I needed to know as he did it. I did a survey about the customer service experience and gave them all 10/10 - I have been a demanding customer and they have not once failed me. The staff are polite, they sort it! and they sort it pronto. Cannot fault them at all. Best on the market I say. O2 customer service is rated as highly by many. Really odd the OP has had to wait so long to have a call answered. Where else can you get a friendly Scottish lad chatting and sorting it at 3am for *free* for as long as it takes? I don't know. O2 are GOOD.

I think this story sums up the difference between O2 and the other mass market ISP's. They are prepared to go outside the brief and assist with matters that are not strictly related to the provision of broadband service at all.
Try getting someone from TalkTalk to help you connect a PS!
That might explain why the call holding times are sometimes longer though...

suburbanwifey

macman wrote: »

I think this story sums up the difference between O2 and the other mass market ISP's. They are prepared to go outside the brief and assist with matters that are not strictly related to the provision of broadband service at all.
Try getting someone from TalkTalk to help you connect a PS!
That might explain why the call holding times are sometimes longer though...

I agree! it was more complicated with my issue too as I use solely Mac's and most ISP tech staff only understand PC's. The total call lasted 1 hr 45 minutes...but at the end of it, my Playstation 3 worked on my wireless over my network, which is what I wanted. They got my Blackberry and my MacBook Pro set up with it too on 2 other calls. They were SO helpful, I actually asked him lot's of questions as we went and he taught me how to do it. I learn things from experts when I get the chance and the guy who talked to me and got it sorted was.....and he didn't mind one bit answering all my questions until I was satisfied I understood. They were fantastic and have been on the many calls I have made. My broadband is faster, better, the Customer Service is 100% and I would recommend them to anyone. Best I have ever used and I am on Mac's (not a lot can deal with that) and I've been on the net since almost it began. The thing is, if they don't know the answer, they don't stop till they do - other ISP tech staff would say 'sorry, can't help' and get rid of you, where you would come off the phone unhappy and frustrated, feeling like you had wasted time. Not these guys! They enjoy their work (a lot of them left AOL and went to work for O2 when it set up - they told me that as they were helping me and I was praising them) and they ensure you go away with your problem solved. And this is 24 hours a day! superb service and it doesn't cost a penny on exhorbitant 0870 calls etc..other ISP's take the mick and your call costs you a fortune and frankly, rarely is your problem solved. I see myself staying with O2 for life. This broadband they let me open at my other house (my non-billing address too!) and not a word of complaint. Sure we can do that, they said!
They are excellent! :T :T :T

Mupette

I'm O2 as well and supposedly they fixed this issue a few nights ago.

But alas this issue of the line dropping is still going on.

kwikbreaks

Losing the connection is more likely to be something wrong with your internal wiring than anything the ISP can fix although they should take you through the basic checks to sort it out and if that doesn't fix the problem they should pass it on to BT as a line fault.

mess0804

I got a privete message from someone , so I am not the only crazy one who sits on the phone when everyone else is answered after 30 seconds...

barjam wrote:

hi my bb keeps dropping too but they say its not! it's even happened when i've actually been talking to them they tried to say its a wireless issue but it also happens on pc which is via ethernet, the last thing they were gonna do a was a 24 hr line test on saturday i haven't rang them back as it hasn't been too bad, i like o2 but lately the hanging on time is ridiculous i've started to limit my self to 30 mins hanging on, hope you get sorted

barb

mess0804

They put me on 48hour surveilance and said I had 0 drop-outs.... but my Internet droped .... at this point I have no idea what else to do, as they say I don't have any problems...

I have just one phone socket, filter, router and cable to my laptop... no other wiring .... (one wired laptop and 1 wireless, I lose the conection at all of them when it drops)

They said there are long waiting time because it's near christmas :mad: what has Christams to do with the waiting times on the phone line?????? is Santa using all the Internet and people are calling to complain?

ckerrd

I must admit that although I have had excellent customer service from o2 bb (mobile phone, now that is another sorry story) I hate poor customer service and if they can't resolve an issue I would be looking to move elsewhere.

Mupette

I've put my net gear back on, and oh look all is working fine.