Help needed with O2 complaint

jotoon

I took out an iPhone 5 contract with O2 as a new customer on the day they were released - September 21st. The systems all crashed straight away and all of the contracts etc were had to be done on paper at the time, 24 hours later I still had no service on the phone which I put down to them having to enter all of the deatils when the systems started working.

Then 48 hours had passed and I still had no service so I went in to the store who assured me it would be swithed on by Monday the 24th. On Tuesday 25th I was still without service so contacted a complaints advisor who told me there was absolutely no O2 account in my name, for my address or with the sim card number I have and that I had to go back to the store I got it from.

I Then got a call from the store on Tuesday afternoon saying my account was created and they gave me a temporary number until my number is ported, however by Wednesday it was still not swithced on so spoke to the complaints advisor again who told me that number was incorrect and I still had no account.

Thursday I then again spoke to O2 who said they have the email to say my account is set up and couldn't understand why I have no service so they would investigate and call back - hours later I had heard nothing and was told that the assistant manager was investigating and if he couldn't sort it that day, the manager would on Friday but would contact me to update.

Finally, we are now on Saturday and I have had to chase again twice today to be told that there was obviously a mistake when connections created my account as my address, sim card number, name etc have not been added correctly and that he had escalated it but not to expect to hear back before Monday and that was just for an update, not a promise for service.

So, if you have got a good attention span to have read all of that, I could really do with advice. I don't think there is a point in cancelling as nowhere else could provide me with that phone before they should be able to connect me but I do feel like I should be offered some sort of compensation - a friend of mine had patchy service for one day and had £10 knocked off her bill so in comparison, surely they should be prepared to offer me something?

I'd appreciate any help

MisterBrico

I guess the only perk is if it hasn't been connected you aren't getting charged for the fact you can't use it?

Once it's up and running try email complaintreviewservice@o2.com

Need your name, number, contact details and how you would like them to put it right for you.

jotoon

Thanks for your response - I have been amazed that no-one had anything to say!

I am thankful that I am not paying, I certainly would have been a lot more angry if I were!!

I have emailed that complaints address which states they will get back within 5 working days - its now been more than that and I have heard nothing so I won't be bothering with that again.

I just am lost right now about what to do!! I again spoke to them today and got told to wait ANOTHER 24 hours (I had to call the store again because they just don't bother calling me when they say they will)

dill24uk

I think i had the same problem as you. I also went to buy the Iphone 5 direct from apple last monday but was informed could only get the phone signed up with a contract.

So paid £350 for the phone and got a cheap 02 Contract, Two days passed and still no connection, Called o2 and was informed that i had no contract and to call back the following day. Called them the following day still no contract, o2 called the apple store and they have no record of my contract either. O2 agent informed me that i had managed to get a 32g Iphone 5 for £350 with no contract.

So happy days i will be staying with my sim only Tescos contract.

Buzby

I honestly doubt you'll get anything that amounts to 'compensation'. Incompetence is allowable, and bearing in mind their IT system couldn't handle the volume of connections, means you had to use your original mobile.

Since O2 won't be providing you with 4G on this handset (only Orange/T Mobile and 3UK can do this, you must have had your reasons for signing up with them, but by all means complain - if you never ask, you never get, but don't build up your hopes!

mattyprice4004

dill24uk wrote: »

I think i had the same problem as you. I also went to buy the Iphone 5 direct from apple last monday but was informed could only get the phone signed up with a contract.

So paid £350 for the phone and got a cheap 02 Contract, Two days passed and still no connection, Called o2 and was informed that i had no contract and to call back the following day. Called them the following day still no contract, o2 called the apple store and they have no record of my contract either. O2 agent informed me that i had managed to get a 32g Iphone 5 for £350 with no contract.

So happy days i will be staying with my sim only Tescos contract.

I have the feeling you'll be getting some paperwork for a contract through soon, and you'll have to return the handset for a refund or go with the deal agreed.