o2 broadband - websites unreachable or very slow

savetilibleed

o2 used to be good. They are my first BB supplier (in 2008) but in the last few days there are SO many websites that are unreachable, including important banking sites. I phoned them today after being informed of THIS via another forum. Also in the Be There users forum apparently.

When I phoned they were aware of a network problem, but could give no information whatever as to when the problem would be or might be fixed. Useless! The Guru seems rather despondent on the phone, I felt, and when I asked how much to break the contract extension and migrate it was peanuts. Pity as they are among the cheapest out there with the o2 mobile discount.

Maybe if this got space in this very large forum they may just take notice and fix things. See http://broadband.o2.co.uk/broadbandstatus/view/

starving_artist

Thanks for this. Have really noticed this in the last week (couldn't get on to my bank's website at all for a couple of days) and have been trying to figure it out (thought it was a browser issue). Hope they do something soon - I've just resigned for another 12 months

meminmk

HI, I've been having this problem for nearly a week now. Since last Saturday I have not been able to use my email or my online banking. Spent ages on the phone to my bank initially, reset lots of my laptop settings. Then to Orange for the email, ditto. Finally I was told that it might be a problem at O2's end. Several hours wasted trying to sort things or waiting for pages to load.

When I rang O2 they initially went through the "have you rebooted the router routine" but we eventually got a grudging "there might be a problem at our end and we will text you when it's fixed". Wonderful.

Is there any option to just accepting this, anyone know if O2 do compensation when service is basically down? How quick is it to move and what if we have a contract, is it deemed to be ended by this?

savetilibleed

Seems OK now this evening. All the sites, banking particularly, I was relieved to find I could get to OK. I didn't try any earlier so whether this was so earlier I don't know. Hope that sees the end of it and I hope meminmk you find it OK by now. Unless it is a regional thing. $

Jemma-T

Has been very poor. Their Northern Ireland (I believe) call centre have no idea and their CS phone system is garbage.

It's been poor for a few weeks. I think they just have too many subscribers or they have A serious fault somewhere and are wallpapering over the cracks.

From: http://broadband.o2.co.uk/broadbandstatus/view/?cm_sp=OnlineHelp-_-broadband_home-_-broadbandStatus


Lots of comment http://forum.o2.co.uk/viewforum.php?f=14

Their tech dept just dropped my Internet speed which is annoying but it seems to have partly resolved the problem. Which pointS to the problem being their system as I've had the EXACT same ADSL2 speeds for years. The people I spoke to initially blamed BT but they seemed quite dumb to the technology from my past experiences with O2.

bod1467

Since O2 use the BE network then it may be related to this --> http://beusergroup.co.uk/?id=825

Jemma-T

bod1467 wrote: »

Since O2 use the BE network then it may be related to this --> http://beusergroup.co.uk/?id=825

Indeed it is but O2's NI call centre staff have no idea -or at least they didn't 2 and 3 days since.

I had a chat last night with one of their web 'Gurus' and they knew all about it and apologised. Phoned again this morning to get them to get my speed back to where it was (they'd been messing about with my noise ratio thinking it was that, blaming BT, my router, cabling -all the time I knew it wasn't a local problem) and the call centre guy knew all about the problem and reset my speed. Problem seems cleared up pretty much. He recommended I leave my router on overnight too as they were updating (hmmm, not sure about that as it sounded like he had been told to say that) some of their boxes.

One thing I noticed with the Northern Ireland centre is they seem to have access to the customer's full security password whereas the British based centre/s only ever ask for it partially.

Very shabby service (O2 have always been great with me) and I almost moved to Sky.

savetilibleed

I phoned them Tuesday afternoon and got when I did I got the greeting something like "You're through o2 Guru (name) in Glasgow". He new all about it except he could tell me nothing of use such as what they were doing and when a fix was expected. I said that was not very good was it! Anyway I only have about a month before my contract extension expires so having said I'd give then a couple days then move, how much would it cost to break the contract. It was only going to be £4.55. It seems as far as he understood they changed the terms so that people could leave more cheaply. So it sort of makes you wonder if they actually are wanting people to leave, maybe to ease the load on their part of BEs network.

I've had the noise ratio fiddled with on two previous occasions as my line isn't very good. Need to get BT onto that. But this Guru on Tuesday clearly said the problem was not me and was them.

It is still OK - thankfully.