I'm having issues signing up for O2 broadband via QuidCo

JStroud52

I'm also having the same issue. When I spoke to again, a somewhat arrogant representative at O2, I was told that I was making "life very difficult for myself" in trying to use a cashback website in conjunction with my order. He wouldn't listen to my issue at all, and offered very little advice on what the issue was. I'm going to try and change the address with my bank and see if that helps.

Gambit

Phew... glad I'm not the only one having this problem. I too am trying to set up my O2 broadband via a cashback website ( topcashback.co.uk) but unfortunately it's not working due to the same address error. I've changed it as I recently moved so the only thing I can think of is that the system is getting confused with the way it is on their system. My address is:
Flat ## <house name>, <street>
whereas on the o2 system it comes up as
<House name> Flat ##, street
which may be confusing things

O2_Company_Representative wrote: »

Hi Paulando,

I’m sorry to hear that you were not able to sign up for O2 broadband initially due to address mismatching issues. We’re looking into this with high priority as suggested in above posts.<snip>

Abhishek

Hi Abhishek, thanks for reading this thread but do you trall consider almost a month of investigation being 'high priority'? If so, I shudder to think that 'low priority' would be!

espresso wrote: »

High priority - you are joking!

Why has O2 still not amended the website? This was reported on the 18 June.

This is obviously not an isolated problem.

Even an additional box only displayed IF the address check fails, giving a phone number to ring could be added in minutes by your website team.

O2's response to this problem can only be described as extremely disappointing.

Abhishek - I think expresso makes a good point here! If it is the address that is the problem, why can we not edit it ourselves or allow a manual entry of the address. A lot of other companies do this in case the way it it written is wrong which it clearly is in this cases.

cheekynige wrote: »

Dear O2 rep, why is this still not sorted?! June 18th it was first reported by users who could be bothered to post on here! Nearly a month later and there's no resolve?! Just change your address database or stop using it?

I'd really like the O2 representative on here to contact me please so I can get this resolved and finally get my broadband ordered. Who do I have to email at O2 to escalate this? I'll probably ring up CS tomorrow and take it as high as I can. It's absurd I can't just order this product online.

REALLY FRUSTRATED!!!!!

Abhishek - would you be able to answer this direct comment?

I've spoken to many of your customer services representatives over the last few days and like many users had the cs reps more interested in signing me up over the phone than actually helping me with this problem. Having said that I did speak to someone yesterday (Craig Russell) who was very helpful and spoke to the 'team that deals with addresses' - they finally got back to him today and said that the problem was not with the O2 website but with the cashback website and told me if I did this direct with O2 that this would work but obviously I cant check this as if I try it through O2 direct and it works, the order is complete! :mad: So I tried Quidco and it still doesnt work!!! :mad: :mad: :mad:

Abhishek - please could you give us some more information of how and when this will be resolved without the usual customer service response:

"We're working hard to get back to you... as soon as we know anything we will be in contact...."

As you can see by this forum you are losing customers by the day!!!

spud17

Perhaps it's a deliberate ploy, to try to reduce the numbers signing up via the various cash back schemes.:whistle:

a27

Gambit wrote: »

Having said that I did speak to someone yesterday (Craig Russell) who was very helpful and spoke to the 'team that deals with addresses' - they finally got back to him today and said that the problem was not with the O2 website but with the cashback website and told me if I did this direct with O2 that this would work but obviously I cant check this as if I try it through O2 direct and it works, the order is complete! :mad: So I tried Quidco and it still doesnt work!!! :mad: :mad: :mad:

Not true.
It happens on the O2 website.
It'd be the same result if you went there directly.
You can try it and it will fail.

cheekynige

Oh and now it seems my LLU-enabled exchange is full.

2-3 days ago it was accepting new connections and now it isnt. Brilliant.

So not only can't i order O2 broadband online and get quidco discount, now I can't even get LLU broadband, not even from BE.

Anyone know how best to proceed with this? Does it take a long time for space to become available on the exchange again (MRBLA)? I've heard bad things about O2 access and frankly wouldn't go near them now. Gutted I can't get BE broadband now because of all this....

O2_Company_Representative

Hi

We apologise for the frustrations caused when you’re trying to sign up to O2 Home Broadband and Home Phone. We’re looking to resolve this but this may take a little longer than anticipated.

When a customer signs up, we check that the address matches their bank details to ensure we will have the correct address on file.

Part of this is because we need to ensure when we send documentation and equipment, it gets to the right place. Also, partly so when we place your order to get your service active, the order won’t be delayed because of mismatching details.

We can see that the new address checking rules are causing some customers difficulty when signing up online. This is why we’re looking into changing the process, so that the customers affected get a better experience from O2.

Apologies for the inconvenience again.

Gambit

a27 wrote: »

Not true.
It happens on the O2 website.
It'd be the same result if you went there directly.
You can try it and it will fail.

Fair enough, thought that wasnt true but didnt want to try it in case it went through without cashback.

cheekynige wrote: »

Oh and now it seems my LLU-enabled exchange is full.

2-3 days ago it was accepting new connections and now it isnt. Brilliant.

So not only can't i order O2 broadband online and get quidco discount, now I can't even get LLU broadband, not even from BE.

Anyone know how best to proceed with this? Does it take a long time for space to become available on the exchange again (MRBLA)? I've heard bad things about O2 access and frankly wouldn't go near them now. Gutted I can't get BE broadband now because of all this....

I really am being put off O2 now as if they cant even help potential customers, what will they do when we are in contract and cant leave them? Probably not even answer emails!!!

I've tried to email customer services and been given another email address - complaintreviewservice@o2.com
Maybe if we all flood them with emails they might start to take notice? Probably not but maybe worth a try??

Gambit

O2_Company_Representative wrote: »

Hi

We apologise for the frustrations caused when you’re trying to sign up to O2 Home Broadband and Home Phone. We’re looking to resolve this but this may take a little longer than anticipated.

When a customer signs up, we check that the address matches their bank details to ensure we will have the correct address on file.

Part of this is because we need to ensure when we send documentation and equipment, it gets to the right place. Also, partly so when we place your order to get your service active, the order won’t be delayed because of mismatching details.

We can see that the new address checking rules are causing some customers difficulty when signing up online. This is why we’re looking into changing the process, so that the customers affected get a better experience from O2.

Apologies for the inconvenience again.

Are you just copying standard responses from a document you have? You sound like a machine... I'm expecting you to say in your next post "Please hold, your call is very important to us...etc..."

So what do you mean by 'longer than anticipated" as it's already been a month since this was reported to you. Or probably more as I'm sure this isnt the first time it's happened! Dont you realise you are losing customers by the day??? :mad:

JStroud52

O2_Company_Representative wrote: »

Hi

We apologise for the frustrations caused when you’re trying to sign up to O2 Home Broadband and Home Phone. We’re looking to resolve this but this may take a little longer than anticipated.

When a customer signs up, we check that the address matches their bank details to ensure we will have the correct address on file.

Part of this is because we need to ensure when we send documentation and equipment, it gets to the right place. Also, partly so when we place your order to get your service active, the order won’t be delayed because of mismatching details.

We can see that the new address checking rules are causing some customers difficulty when signing up online. This is why we’re looking into changing the process, so that the customers affected get a better experience from O2.

Apologies for the inconvenience again.

Useful, as in this case when you attempt to send the documentation and equipment to the address generated by your system, it won't get to me. Why? Because the address is wrong.

Gambit

Has anyone got anywhere with O2 as I'm close to giving up on them and going with another provider!!