O2 webmail - Very Poor Customer Service

Blue_Doggy

Apologies, this is a bit long, but I'd be grateful for advice.

I have had a webmail account on O2 since 2009, and it remained useable after the sell-off to Sky as I had my mobile with them.

I haven't been able to access their website from my home MacBook (running Safari 4 - yes, ancient stuff) since they updated the software last year so have been accessing it weekly from the public library computers.

Last Saturday the link from the home page to the webmail had disappeared. I spent half an hour on an on-line chat with one of their guys, who told me that it was being finally closed down on Monday 4th July. I never received any notification of this.

I have various folders on there I want to transfer to a new email account (different provider). Eventually on Sunday(26/6) they said that it would be possible for the link to be restored from 29/6 until 4/7. I tried on 30/6 and the link was not restored.

Online "chat" was inconclusive so phoned them when I returned home (mobile use not allowed in library) and was told "a form would be raised" and to "keep trying". I was never able to pin them down to exact dates, and they seemed blithely oblivious to the fact that there is a deadline.

Yesterday and today I tried it again. Still not there. Nearest library open on Sunday is a half-hour drive away. Phoned again, this time to be told that there is no access and was never going to be.

I really feel that I've been given a rather cynical run-around, and paid for their amusement by being put on hold for extended periods during the phone calls.

Interestingly, a probe email from another account to the O2 one has not bounced.

Is it worth pursuing this? (I'd really like my folders, plus I need to send emails from the old one giving the new address). Or shall I just curse them with a thousand curses and remove my mobile account from them at the earliest opportunity?

tweets

http://community.o2.co.uk/t5/Discussions-Feedback/Fire-the-idiot-s-who-decided-to-close-the-e-mail-service-without/m-p/981238

Read this ..............

NiftyDigits

I got multiple emails informing me of their closing down this month.

Chino

These O2 Community forum threads imply that O2 did advise users via email of the impending closure of its email service:
http://community.o2.co.uk/t5/Welcome-News/O2-Webmail-is-closing-More-info-inside/td-p/955180/page/2
http://community.o2.co.uk/t5/Other-Products-Services/o2-email/td-p/974694

NiftyDigits

Plus there is this

Blue_Doggy

Thanks all. I must admit I never had any reason to use the O2 forum, and they never sent me any emails. Nor did they put anything up on a general page, which most users would see. When they sold the internet bit to Sky, the webmails of users with O2 mobile service remained.

It still doesn't excuse the appalling level of customer service, though.

However, if it gave them a laugh I suppose someone got something out of it.

NiftyDigits

Sent on the 26th of May...

News about your O2 email




Here’s a quick reminder that we're shutting your O2 email account down on 2!0 J!une, so you’ll need to take action soon if you’re using it.

What about all my emails, attachments and contacts?
Unfortunately, you won’t be able to access these once your account is closed down. We can show you how to transfer your contacts, email addresses and attachments to Gmail and Outlook accounts (Hotmail). Just make sure you move them before your o2.co.uk email account closes on 2!0 J!une. Unfortunately, we can’t transfer them to Yahoo! Mail, so you’ll need to set up an email account with someone else like Gmail, Outlook (Hotmail), or another email account of your choice.

And don’t forget to transfer everything stored within your folders, like photos, archived emails and attachments.

If you use your O2 email address as your log-in for any online services, like banking or shopping, you'll need to update those too, in case of any password resets.

Some customers manage their O2 account from their o2.co.uk email address. If you do too, take a look at https://www.o2.co.uk/myo2 where you can see your balance, check your bill and get the low down on your account any time you like with My O2.

Why is my email account being closed down?
A while ago, we used to give our customers a free o2.co.uk email account. Some people used it, but lots didn't - preferring to use other email services like Gmail or Outlook accounts (Hotmail) instead. So, from 2!0 J!une 2016, all o2.co.uk email accounts will be closed. You won't be able to send or get emails using /email] after this date.

We’ll be in touch again before 2!0 J!une, just to remind you of what’s happening.

Got any questions?
If you need more help transferring your emails and contacts, why not speak to an O2 Guru? Just check out Live Chat at the bottom of this page, or pop into one of our shops.

The O2 Team

Blue_Doggy

NiftyDigits wrote: »

Sent on the 26th of May...

Now that would have been a very useful bit of information if it had arrived at my email address, but sadly it didn't.

If they could just have told me straight out when I first contacted them, or referred me to those forum threads etc quoted above, it would have been more useful.

I'm really angry at getting the run-around: I have a life to lead and really didn't need this hassle.

They will lose my mobile account, anyway, not that they'll care.

NiftyDigits

Blue_Doggy wrote: »

Now that would have been a very useful bit of information if it had arrived at my email address, but sadly it didn't.

If they could just have told me straight out when I first contacted them, or referred me to those forum threads etc quoted above, it would have been more useful.

I'm really angry at getting the run-around: I have a life to lead and really didn't need this hassle.

They will lose my mobile account, anyway, not that they'll care.

Because even though they stated the 20th, they weren't all deactivated on that date. You'll note that some people still have access.
So perhaps they tried to check to see if yours was still accessible.

Maybe yours is too.

Click here sign in and then click here

Fixed the links

spud17

I left O2 in autumn 2014, yet still received 3 emails during May and June informing me about the email closure, so not sure what has happened to some of you.
I've never even logged into O2 email, in fact I'd forgotten I even had one.
I've always used my own gmail addresses with any company requiring an email address and one of these was where I received my notification of the closure.
Lesson to be learned?

Blue_Doggy

NiftyDigits wrote: »

Because even though they stated the 20th, they weren't all deactivated on that date. You'll note that some people still have access.
So perhaps they tried to check to see if yours was still accessible.

Maybe yours is too.

Click here sign in and then click here

Fixed the links

Thank you very much!!! :j It worked perfectly. Your help is much appreciated.