O2 on a blocking frenzy!

indiegirl_2

Ah, how I love O2. Had a little 'episode' with them in July when my new contract phone went missing in the post on its way to me... instead of them blocking my 'missing' phone, they blocked my then-current handset!

Then they decided to block my SIM card when I pointed out that they'd blocked the wrong handset...

[£40 compensation... a week later and new mobile arrived and working... fast forward to today]

I've arrived home from work to no mobile usage at all. Can't send or receive messages, nor call or receive calls. (didn't know this earlier as I'm not allowed my mobile on at work)

Rang O2 from my home 'phone, they tell me that an O2 member put a 'both ways bar' on my phone at 6.40am this morning (I was in the shower at 6.40!)... and that the assistant did not put on the notes why the phone was barred.

I've requested that this be escalated and asked for feedback on how and why my phone was blocked. In the meantime I have to wait up to 24hrs for my mobile to be returned to me. At the very least, I have another £10 'goodwill' credit to my account... I should hope so too: I'm the one without the service for potentially 2 days!

Someone's obviously got sausage fingers and has put the wrong number in... but it's strange how it's poor old me that has to suffer!

You'd have thought that O2 would've gone through the security questions... no one would know my security question/answer so I'm a little concerned that protocol hasn't been followed.

Does anyone know the address to follow this up to with a formal complaint?

yeslek

check the website

Butlers1982

Depending on how much you want to pursue it and to what level:

O2Matthew Key, Chief Executive[EMAIL="matthew.key@o2.com"]matthew.key@o2.com[/EMAIL]

stacey21_2

None of the call centres are open at 6.40am so that sounds strange.
Bars usually come off pretty quick, sooner than 24 hours anyway.

Hope this helps.

goshdarnit

stacey21 wrote: »

None of the call centres are open at 6.40am so that sounds strange.

You can bar a phone 24/7

If you require an immediate bar outside of your service providers' working hours please call the out of hours barring facility on 08705 214000.

girltuesday_2

I have to be honest and say I wouldn't bother writing to O2 Customer Service. I tried it after a two month saga about ending my contract, and it only made it into a SIX month saga. I only finally got a resolution by sending copies of every single letter, email, bill, etc etc to the CEO's office, with a cover letter saying "This is how your staff deal with complaints". Even then it only got me a refund of what they owed me and a letter saying that that had been done.

dangeroussports

O2 arent too bad. It depends on alot of things.

Vodafone are just the same along with 3, virgin and orange Tmobile

Have you tried the others? I suugest writing a letter

indiegirl_2

Thank you for your input. A letter has been composed, and will be sent next week if I don't hear anything back from my requested feedback over the 'phone.

I'll give them their chance - their mistakes have so far cost them two months free service for me... if they want to carry on, then so be it!

I'll write to the address that was so unhelpfully pointed out as being on the website (I wondered whether MSE'ers had a definitive address where they'd received a response from)... and I will follow it up with a note to the CEO if I get no response. I'm not bothered about compensation - I want to know if my details were compromised in any way, and I'd like to hear a recording of said call to block 'my' number at 6.40am... I'd love to hear how I (allegedly) sound!!

I've no intention of moving elsewhere yet, we shall see how O2 decide that my service should fare during the remainder of my contract... (I'm only a month in, after all)

Alexandria

As an ex employee in the credit control department I can tell you that a bothways bar can also beapplied automatically by the system. Considering the timing it is a possibility thats the case.

dangeroussports

Oh I see, that would explain a couple of things.

stacey21_2

goshdarnit wrote: »

You can bar a phone 24/7

If you require an immediate bar outside of your service providers' working hours please call the out of hours barring facility on 08705 214000.

Yes I know you can but I know the systems at o2 and they don't show on ours if the out of hours agents have put them on, we have to call to find this out. The OP suggested that someone had put them on manually without their consent so the out of hours agents would not have any reason to do so?