Arrgh! O2 Broadband - Woeful support.

BlueC

Tearing my hair out with O2 Broadband so thought I'd vent here!!!

Its been nearly 2 weeks now with no reliable ADSL connection. Initially their support was ok - did all the usual stuff like changing the profile, raised the SNR, etc but still no joy. They eventually agreed to send a BT engineer out. He did all his tests and was adamant that it isn't a line fault but a PPP error which is down to faulty O2 kit at the exchange. He reported this back to O2, who completely ignored it and ran a 24 hour line test again (WHY - we've already well established the line is good!!) and when that came back ok (of course it is ok!) they closed the case.

But the problem isn't solved and they basically refuse to speak to me about it. Trying to talk to their first level support is the most frustrating experience ever - this is completely above their head and they keep asking moronic irrelevant questions from a script. Second level support didn't want to know because as far as they're concerned the case is closed. They are just not interested in fixing it and it is SO frustrating!

In the end I requested a MAC code because it is clearly going to be quicker and less painful to change providers than get O2 to actually fix the fault. I must have phoned them 20 times in the past week and I'm sick of going round in circles.

I've always been a big fan of their broadband and indeed their service... so much so that I use it at home, work, and recommend it to clients. But this experience has put me right off - I'll be taking my money elsewhere and won't recommend their service to anyone.

And.. breathe.