My 02 Story So Far and Forthcoming

fozzeh

Another call, another let down.

Rang through and spoke to Yadish (sp). Explained that just need to check system again and that he would do that so as to not waste any time. Still had the same problem so asked to speak to his manager.
Got put on to Cery and discussed with him the problem. He said that they generally do advise it is a week and that his manager puts the requests through. The manager was doing some coaching but would be back around 16.30 to 17.00, so will call back then and discuss what happens going forward. Expressed my dissatisfaction at how they are using a poor service and could potentially lose customers from this (and said that BT would take me a customer without this hassle) and said "he understands".

Vixi, does sounds like the same problem but Cery said that they are getting a lot of new requests through so are "overloaded". If they do get a disc from Capscan, it must be for a certain region as a national update would solve all of these problems.

I do like O2 as a company...but examples like this just make them look silly. Why use something which slows/cuts down your customer pool and then, when you say you will put a request through, not do so and provide poor customer service?

fozzeh

As the baby would say - "Uh oh".

No call.

Do I ring TalkTalk today? That's the big question. I'll be in the new house next week. The internet isn't a life dependant factor but has become a way of life for the noughties, so getting it sorted is mid-high on the list.

At least I have GTA4 to finish

kwikbreaks

fozzeh wrote: »

...and said that BT would take me a customer without this hassle...

So why not have BT install the phone line and take your ADSL from O2.

From the sound of things their admin must be abysmal so having them do the phone billing is just begging for trouble IMO. It's not as if they are massively cheaper than BT anyway.

IMO taking the TalkTalk route would be a big big mistake - I've seen umpteen tales of woe about botched phone and ADSL installs by them.

fozzeh

38 minutes wasted.

Spoke to Ceri in sales again. He says that his manager (Jamie Jones) puts the request through to Customer Services and they add it to the database. Ring customer service...on hold for 16 minutes before I get told "We don't do that at all, it's the sales team" so transferred back.

On hold again and speak to Brian and explain the circumstance. He checks RM and Capscan and sees the problem. He has a word with his manager and then comes back with "It can take up to six weeks as we don't fully know if we can get there". I explained samknows.com and how it would use the Stockport O2 LLU there...*sigh*

The following conversation is me asking why they use an inferior service to lose customers and use a poor database. He doesn't know really know and (which I fully understand) if there was anything more he could do, he would as he would make his commission. He even says he would like the customer but would it be worth waiting up to 6 weeks?

When I will be fully moved in, I'll be at 3...is it worth waiting 3 more for the sake of a couple of quid? Will the service be that much better that it will be worth the wait?

As for the above BT question, it came down to what other people were saying and it being an 18 month contract.
However, if they did come and lay a line at least you know it would be done right. But if you don't take a package with them it will cost £129.
With offers, this takes the line installation and rental for 18 months to £268.22 in total, with the 02 BB package on the top (of £12 pcm, £216) is £484.22. This adds £84.22 to the current cost, £4.68 more a month over the term.

So my choices are:
- Go with BT
- Sit it out and wait for 02
- Go with Plusnet! Good old Yorkshire broadband (actually saw the advert last night!).

From Plusnet:

Your line speed results
Postcode:
SK15***
Estimated line speed:
7 Mb

The estimated speed shown above is based on information held by BT Wholesale.

And guess what??? My address wasn't there but I could add it! And they can come install in 2 weeks. And 18 month cost comes to £19.71pcm all inclusive.

PARIS_5000

fozzeh wrote: »

38 minutes wasted.

Spoke to Ceri in sales again. He says that his manager (Jamie Jones) puts the request through to Customer Services and they add it to the database. Ring customer service...on hold for 16 minutes before I get told "We don't do that at all, it's the sales team" so transferred back.

On hold again and speak to Brian and explain the circumstance. He checks RM and Capscan and sees the problem. He has a word with his manager and then comes back with "It can take up to six weeks as we don't fully know if we can get there". I explained samknows.com and how it would use the Stockport O2 LLU there...*sigh*


The following conversation is me asking why they use an inferior service to lose customers and use a poor database. He doesn't know really know and (which I fully understand) if there was anything more he could do, he would as he would make his commission. He even says he would like the customer but would it be worth waiting up to 6 weeks?

When I will be fully moved in, I'll be at 3...is it worth waiting 3 more for the sake of a couple of quid? Will the service be that much better that it will be worth the wait?

As for the above BT question, it came down to what other people were saying and it being an 18 month contract.
However, if they did come and lay a line at least you know it would be done right. But if you don't take a package with them it will cost £129.
With offers, this takes the line installation and rental for 18 months to £268.22 in total, with the 02 BB package on the top (of £12 pcm, £216) is £484.22. This adds £84.22 to the current cost, £4.68 more a month over the term.

So my choices are:
- Go with BT
- Sit it out and wait for 02
- Go with Plusnet! Good old Yorkshire broadband (actually saw the advert last night!).

From Plusnet:

Your line speed results
Postcode:
SK15***
Estimated line speed:
7 Mb

The estimated speed shown above is based on information held by BT Wholesale.

And guess what??? My address wasn't there but I could add it! And they can come install in 2 weeks. And 18 month cost comes to £19.71pcm all inclusive.

Get a BT line and then call 02 for your broadband which will be connected in a few days. 02 broadband is cheaper than BT.

Chimpofdoom

fozzeh wrote: »

- Go with Plusnet! Good old Yorkshire broadband (actually saw the advert last night!).

Who are actually BT in disguise

fozzeh

PARIS_5000 wrote: »

Get a BT line and then call 02 for your broadband which will be connected in a few days. 02 broadband is cheaper than BT.

Over 18 months (with cheapest options available):

BT - £406.68
O2 - £400.00
BT line + O2 package - £484.22
Be* - £504.22
Virgin - £488.31
TalkTalk - £370.59
Sky - around £600!!!

.....Plusnet - £354.78

I've done some homework

Chimpofdoom wrote: »

Who are actually BT in disguise

A cheap BT!

I'm going to give it until Thursday. If I am not set up on their system by then, I am taking the box back in and ringing Plusnet!

t0rt0ise

You could get someone like IDNet to install the line. At least you'd get to speak to a sensible person on the phone who could actually deal with the whole thing.

wild666

Having just come across this I read it with interest as I am trying to move house but am fed up with the speed of my present ISP, they tell me I can only get a quarter of a meg download speed but have had speeds in excess of 0.4 meg yet the plusnet site tells me I am able to get up to 0.5Mb

Postcode:LS25*** Estimated line speed:0.5 Mb The estimated speed shown above is based on information held by BT Wholesale.

I could move from here at any time depending on when I am offered a council place so they are definitely on the list along with O2 for when I do get moved, I am sure I will get a much faster speed in the area I intend to move to

FORGOT TO MENTION MY ISP
It is BT

fozzeh

I used to live in LS15 (East Leeds) and had a pretty good service on Virgin back then (before I moved and I had speeds similar to yours at current).

As everything else will say; condition of line and distance will always play a factor. I'm hoping as the area I am moving to is a fairly new estate that things should be in ok repair...and I can easily live with a 7mb connection (current one comes in at 3.4mb at peak times and is fine).

I've left the box at my new house and won't be there until Saturday so I have a few more days to be on their system.
I think the whole moral of this is to not take companies for granted and that things should as quick as they should be. It would also be helpful for the companies to be open and honest from the outset. I did recognise that I wasn't lied to... but I was given the wrong information and their customer service was poor.