O2 Guru service problem

sally0101

Hi

I have been having problems with my O2 home broadband, so tried to contact them. There's an online chat option called O2 Guru so I decided to use that.

The man went through things with me to check my settings but to be honest I ran out of time before I had to go out to pick up my grandma, so the problem was not resolved.

When I returned and logged in to check my emails, there were 3 emails from the O2 advisor (I recognised his name). I thought nothing of it as initially thought it would be a copy of the online chat to keep on my records (Ebay send a copy of the chat on their similar service). I opened the email and all he had typed was his name. I then went in my Junk folder and there were 2 more emails from him. I knew there was something not right when I realised his email address was just a personal one and not from him at his company.

I didnt open them as was suspicious, so used the "view message source" option on hotmail to view the content in a safe way without actually opening them.

One of the emails contained links to videos on You Tube ... one entitled "Sandra performing in the heat of the night". You can imagine what I initially thought this would be. I didnt click on the link but free typed this into you tube and it looks like some sort of old music video. However, i have no idea why the O2 advisor has sent these emails to me of such videos, regardless of their content.

I have again contacted O2 who said they were from him as they asked for the email address. They said to accept their apologies and to assume it was a one-off and they would 'give him feedback' on what he has done.

I do not feel this is really al that should be done but I dont know if I am right or wrong. Surely a member of staff using a customers private email address to send things to them is some sort of breach of data. When you give your details to a company, you entrust them with that information and you assume it will not be misused.

I just wondered what advice people could give me as to what they think I should do as I feel uncertain of trusting them now. However, I get a good deal on my broadband so changing supplier is not something I wish to do right now.

I appreciate any constructive advice and thank you in advance.

chanz4

What have you lost?

penrhyn

Maybe he thought you liked 80's pop? More likely a disgruntled employee.
Had your call to move over to Sky yet?

sally0101

chanz4 wrote: »

What have you lost?

What do you mean?

sally0101

penrhyn wrote: »

Maybe he thought you liked 80's pop? More likely a disgruntled employee.
Had your call to move over to Sky yet?

No Iv not had a call about changing over to Sky yet. I hope it doesnt affect the prices.

I have now reported this matter to their complaints dept and they said it is a serious breach of data protection for an employee to use customer details to send personal emails.

penrhyn

I'm with Sky, its £7.50 /month plus £14.50 line rental for unlimited bb, if you have a TV subscription. Otherwise it £2.50/ month extra.
They would make you an attractive (limited ) offer Id imagine.

sally0101

I have now reported this to their customer services team and am awaiting a reply. I have since read up about data protection and all customers should be able to trust any company with their personal data and any breach of this should be dealth with accordingly.

I did not give this person my personal email address, so he has gone into my account with O2 and taken this information without my consent to send me unwanted emails.

Hoping to hear back from them soon to see what their policies on data protection are.

nomoneytoday

Or was he web surfing, and pasted the url into your address window in error?