I have been with O2 for many years now and I have never really had any major problems with them up until last year. I had always had a good signal and preferential rates for being a customer for fifteen years!
But recently their service has been appalling, I changed my name by deed poll and sent them all of the relevant information and documents. I was assured the change had been made but after a year I found that it still had not.
I had also updated my address details twice as I had moved but they were still registered to my original address.
I recently upgraded my phone and found that they still had the wrong address on file so I changed it, double checked it would be delivered to the right place and then found out that it has been delivered to my old address where people live who could easily have taken it!
I got no apology and no compensation whatsoever so I will be leaving them immediately after today.
ive had a problem this morning with o2 top-up not crediting my wifes phone after the £15 was taken from my account, the bank has confirmed this with a transaction id. 2 hours of phone calls and im now waiting for a manager to call me back, but the way ive been dealt with so far im not expecting a call. The "customers service" advisors are the most incompetent patronising and unproffesional i have ever dealt with. i have a contract with o2 as well and have been for 10 years which will definately stop at the and of the contract. phone service and reception is also very poor and mobile internet is poor at best, IF i can get a signal.
I bought a samsung galaxy ace from the 02 website 2 weeks before xmas, as they had the cheapest price that I could find plus they were offering a £20 voucher that I could spend in a variety of stores. Great.
After ordering the phone direct from the website, I waited in the following morning for my phone to be delivered, only it didnt arrive. The following day I rang customer services who told me that the phone was out of stock (there was no mention of this on the website) and that I should re order the phone from their tele sales dept, this would mean paying again, I was worried incase my money would then be tied up, especially as it was 2 weeks before xmas, but the customer service agent assured me I would have a refund for the original order in 5-7 days.
The next day not one but 2 phones arrived. I called 02 customer services again, they told me that the original order was never cancelled and that I would need to return one of the phones for a refund.
When I attempted to do this at the post office I was told I could not send it recorded delivery as there was no sender name for the returns dept just a building name, again I rang customer services, who told me just to send the phone throught the post without recorded delivery. I had to get through 3 customer service advisors before I was put on to a supervisor, I told them I wanted a courrier to collect the phone and eventually she agreed.
A few days later I rang 02 and asked them to let me know when the phone had arrived to them, they assured me they would let me know, they didnt. My refund turned up 10 days later.
As for the £20 voucher, I have rung 02 countless times to be told that the vouchers are no longer being taken, that I will be sent another code, that I should wait 48 hours and that I should wait 28days! I give up.
I've been with 02 for many years - we've got three phones in the family and always raved about them; great service, great signal etc etc. However after speaking to a Customer Service Advisor today I am taking my hard earned, tax paid money to another company. He was rude, arrogant and totally unhelpful - he is so in the wrong job. That seems to be a problem with 02, in the main the staff are great but it is always that one in ten exception who are just useless, and to make matters worse they are so arrogant they cannot see how pathetic they are! I wish I could give them zero stars but one is the minimum.An ex 02 customer of many years standing
My parents' landline, which is with O2, has been faulty all day. They are in their seventies and cannot use the computer. They have mobiles with which they contacted me to ask if I could phone O2 and ask to have the line checked/repaired. Both have cancer and one has brain tumours whilst the other has heart problems in addition. The telephone is essential to them. I contacted the O2 online 'Guru' (called Dale but I think he called it Dail!). He absolutely refused to check the line until he spoke to the line owner and gave me a free number to call! How is this possible if the phone is not working? He asked for the letters of the security code!I don't have to be privy to my parents' secret code to report a faulty line. I find the stupidity of the so called Guru monumental, the lack of sympathy for the situation crass and the company too stupid to be worthy of service. I went online to find an address to complain/make a complaint online. Not possible without going through a maze. The page with the address below is blank! I will be getting my parents out of the contract as soon as possible. Their irresponsibility, lack of customer care and rudeness is unacceptable. He said he cannot help me or even check the line unless the owner called him and then terminated the conversation without waiting for me to reply! If they cannot come to one's help in an emergency, cannot think coherently and out of the box and refer me to a site that is closed at the time, they are not worth dealing with. Dail/Dale or whatever your name is: For future reference, if a line is faulty, the occupants CANNOT call any number whether free or not! Duh!
I have been with o2 for donkey's years. I think this is my 8th year with them. It's also my last. Since the beginning of 2012 I have been finding they are getting worse and worse service wise. I recently moved, and I get very ppor signal. My friends on other networks are fine. My friends on o2 are not. I go to uni in a large city in the midlands. My friends on o2 get no signal. My friends on other networks do....Do you see the pattern here?! it's madness as o2, imo, used to have the best coverage of all. I had a brief flirtation with vodafone and one with orange too, but neither lasted long as I was a die hard o2 fan and they just didn't measure up. Sadly, this is no more.
O2 have expensive tariffs and for me (purely based on my coverage issues) they are now no longer fit for purpose. Even when my phone tells me it has full signal, I have a delay of a few hours before texts come through. My friends think I am deliberately ignoring them! I complained to o2 and they said no network can guarantee their signal in a house (valid point taken on board) but that there is a known problem in my area that is currently being worked on "I see," I said " so how long has this problem been in existence?" bearing in mind I have had a non-stop dodgy signal for the almost 8 weeks I have lived here "I don't know" my knowledgeable customer service rep replied. "Oh, so how long until it is fixed? Rouhgly speaking?" "I don't know that either" Okkkk, so a known fault in the area that according to them has been in existence for an unknown amount of time and due to exist for an unkown amount of time? I cannot believe that if this was true they would not have some sort of idea of when work started to repair the fault, nor some kind of time scale to give their customer for the repair of said fault. It's also interesting that online there was no known faults reported in my area.....
I hate o2 now, utter rubbish! I know it's a MOBILE phone, but it is good to be able to use it wherever you are, be it out and about or in your home.
I think a change is in order, sorry o2, it's been emotional!
I have been with O2 for as long as I can remember having a phone! I have worked with both pay-as-you-go O2, and more recently, a 24-month contract that I have started. The reason for staying with O2 for so long? They are a genuinely all-round great phone provider. O2 have an amazing support team set up both in store, online and on the phone.
In terms of pay-as-you-go, O2 have some brilliant offers that could appeal to almost anyone. There are offers that can be paid for such as bolt-ons that provide extras for your phone such as more texts, calls or internet usage. There are also offers that can be attained without payment, these have been seen on the t.v. and are things such as priority moments, which are offers that give you money off a wide variety of places close to where you live which could be restaurants or shops.
Never yet had any problems with o2, always a strong signal wherever I go and fast internet speeds. A few years ago when I upgraded to a 3G phone and put my old sim card in from 2003 I found that I needed a 3G sim card to access all the phones features. After emailing o2 they sent me one the next day and after one more email sent that day with some info they needed it was up and running. Very good customer service. I see no reason to ever change networks.
Bought a Blackberry 9780 for my son for Christmas. My son particularly wanted this model and not the later model, so purchased this with a contract with 02 at the end of October to ensure he had it for Christmas. He opened the box on Christmas day to discover the trackpad was not working. O2 refused to replace the phone and would only offer a repair. Was constantly told by customer service that this was the 'rule' and after 30 days the phone would need to be sent for repair. They confirmed that they could see from their records that the phone had not been used until Christmas day, but would not offer an exchange as if they broke their 'rules' their rules would be worthless! When I bought the phone, I asked my son to try it (as I do not have a clue how they worked!!) He refused to touch it as he said he was so excited to own one, he didn't want to see it before Christmas day. I now have an extremely disappointed son, without a Christmas present and 02 couldn't care less! Terrible customer service, promised returned calls never happened, constantly told about their rules and given no respect as a loyal customer with three contracts with them. Hope 02 have a really nice Christmas and would like to take this opportunity to thank them for explaining their 'rules' so many times. Hope their kids got they wanted for Christmas looks like my son will need to wait several weeks for his! A brand new phone, never been used (charger still in sealed wrapper!!), needs to be sent for repair, does not seem right to me!
In the last two years, I have repeatedly had network coverage issues and am often unable to be heard when making calls from home and I live in North London, NOT the scottish isle of Barra !
The customer service staff have phd's in torture. They are clearly so badly paid, so unhappy and care so little about the company they are working for that they seem to take pleasure in giving the wrong advice, refusing to put you through to managers, and treating me like an idiot even though I run a successful company and employ 7 people.
They have literally caused me a lot of stress and anyone would be advised to jump ship while you can as they are clearly sinking.
As an aside, a friend of mine used to work for a PR company and they are actually paid by big companies like o2 to log on to sites like this to say how wonderful a company is, pretending they are consumers. If you trawl the site you can see how fake some of these reviews are.
Sure, you can pay another provider much less money, for much more on the same handset, but you do not get the same quality such as signal, UK Based call centres.
I have been with o2 for many years, and I have never been happier with them, I enjoy strong signal everywhere I go, I very rarely drop below 2 bars, and thats when I'm in remote areas.
Over the course of about 6 or 7 years with o2, I have experience 1 problem which happened a few months back. I upgraded my contract and I wasn't allowed to send picture messages, which was quite furstrating as other sim cards in the same phone worked.
I got two sim swaps, the first one which didn't do any good, and the second one finally worked after 3 weeks of explaining, and frustration. I must say though throughout the full time I was speaking to customer serives they were all very helpful, and offer continual support until the problem was resolved. I am very happy, and will continue using o2 the rest of my life.
I have even got contracts for my children on the o2 network.
Thanks for reading! I hope this has been of interest to you and has helps assist you in your decision.
I've been with o2 for a number of years now, and have to say that I've always been more than pleased with their level of customer service!
Their call centres are all UK based, although I do find it somewhat amusing that they feel the need to draw attention to this whilst you're kept on hold! Mind, on the subject of being kept on hold, I should add that I've never been kept waiting for longer than a couple of minutes, which makes a nice change!
I very rarely have any problems and therefore very rarely need to speak to an advisor, however, when I do...I find them to be very polite and they never seem to push sales onto you continuously.
I've had their simplicity 12 month sim only contract for around 15 months (12 month minimum term), which is fantastic value. I get 600 anytime/any network minutes, and unlimited texts for £15 per month, including free o2 to o2 calls. As I know quite a few people also on o2, I rarely spend over my allowances, That said, I recently changed providers simply because I was offered another contract deal including a phone they couldn't match, due to the 25% discount that orange give to people working for certain big companies.
A quick note to those people changing...you have to provide 30days notice to terminate your contract...however, if you ask to take your number over to a pay as you go sim, the sim card is free and effective within 7days, meaning you have 21 days less to pay for this way :)
All in all, I've changed providers because of price, not service, and I hope that orange will match the standard set by o2.
After calling the customer services department several times I feel qualified to comment on what can only be descibed as the WORST, MOST ABYSMAL customer service it's ever been my misfortune to witness or be in receipt of.
It is abundantly clear the the right hand of O2 does not know what it's left hand is doing, and vice versa!
Needless to say at some point they'll both be counting billions of pounds and doing a lot of rubbing, however they have no right to!
When I say clowns, imagine a drunk, overweight, co-ordinationally challenged, hideous disappointment of a clown turning up after you assume you've booked "the best clown in town".
What narks me the most is that no matter which Customer Service DRONE you speak to, they all give out different information. I changed a bolt on on my account, got a huge bill I shouldn't have, rang up and they said "oh the bolt on you changed hasn't been changed properly", "i'll do that for you now". Damn bloody right you'll do it now you useless cretin, and you'll give me a refund aswell!
I rang up to upgrade only to be told I couldn't, when their own website was letting me process one myself! Cue literally tens of phonecalls to them saying the same thing over and over again, "look, I can upgrade, your website says I can", only to be met by "sorry sir" and then "oh actually sir yes, yes you can upgrade", only to be met by "sorry sir, you can't", then "oh yes, it appears you can sir". One feckless Eastern European operator wouldn't even attempt to process an upgrade for me, so I asked to be put through to a manager!
Now, one thing you need to remember when talking to a manager at O2 is that these are the worst human beings on the planet, they are desperate to claim the high ground and not give an inch. So feel free to treat them like dog crap! hell, if they want to be money grabbing scumbags for a faceless multi-national, it goes with the job.
Complain, complain, complain! and if that doesn't get you anywhere, get your PAC code like I did and ask for the address to send a formal letter of complaint to!
2 weeks passes and you get a letter of apology. After explaining which various sub-sections of the law relating to customer rights they've broken, they're only too happy to give you a nice account credit and admit they're wrong!
Another thing to note is that after much probing I found out that O2 has at least 6 customer service telephone departments scattered around the north of England, and they're all morons that work in them (apparently). So no wonder they can't EVER give you a straight answer or even behave in a decent helpful manner. Shocking!
Not possible to give no stars (even though at home I get no bars) haha! That's Jokewang!
expect o2 employees to be totally impolite and abrupt, expect them to even shout at you and call you disgusting if you contradict them!!!expect to be threatened to be disconnected and then indeed be disconnected with only 1 week notice, and then they charge you for disconnecting saying that you asked for it!!!it's become a total nightmare of a 5th world country service! if there is such a world...
I have had contracts for myself and my 2 daughters with 02 for 4 years. Everything is fine with them until THEY make a mistake then watch out! I was overcharged by 4 times the amount I should have been when I was on holiday and, when I complained, I was lied to, patronised on the phone, made promises that were later denied and generally treated like an idiot! I cancelled my direct debit with them and told them to cancel my contract. I am now having to re-connect a contract I do not want for another 3 months or face having to either pay £180 disconnection fee or have my details passed to a debt collection fee - all for 02's mistake and me getting fed up with their attitude! Never again will I take a contract with any company and certainly not with 02. The laugh is that a number of my friends warned me what 02 could be like and I didn't believe them - what an idiot I feel!