Customers spoke, O2 listened! Coverage checker and network issues new features.

[Anonymous]

O2 has made changes to Coverage checker to enable customer services to set up an automated text or email to tell the customer when the issue they’ve called about is fixed. Also if there is a delay they will be informed of this as well.

What does this mean?

If there’s a known issue at the post code or location the customer's is reporting customer services will have an option to Send a notification when the service issue is fixed.If the customer wants this option they can also opt for Keep Me Posted . Customer services will enter a mobile number or email address and the system will contact the customer when the faults been fixed (or send updates if it’s going to take longer than they hoped).

The ‘Keep Me Posted’  can be select to notify by email or SMS.  The customers will get updates on the issue, and will prevent them from needing to call CS for updates.

Hope you find this useful !:smileywink:

[Anonymous]

A very good improvement.

Thank you for the heads up.

If someone has opted not to be contacted in their account settings will they then not get updates @Anonymous

[Cleoriff]

Thanks for this interesting info @Anonymous  Though O2 have decided to keep me posted about 4G in my area even though I haven't asked...

I thought from the text I received that my area had suddenly got it....(till @MI5  put me right on the actual wording)......:smileytongue:

Edit I do realise this is slightly different from updating customers regarding network issues...but it was new to me last week so I thought I would mention it...

[Anonymous]

Good question @bandofbrothers. Because it's a different system they will get their messages, but just for the network issues. It's done by customer services and they have to ask the customer if he wants the service, this way it's the customer that asks for it, so there wont be any issues with customers getting unwanted sms/emails.

[Anonymous]

Thank you for explaining this @Anonymous

😄

[Anonymous]

Do you think they'll ever include something in the Service-Status Page where you can insert that type of request instead of having to call them @Anonymous ?

[Anonymous]

It's possible, it makes sense... but you never know with technology...it may not be easy, that being the reason why they haven't done it yet... just a guess...

[Anonymous]

Thank you.

I hope you don't mind me 'bleeding' you for information. 😉

[Anonymous]

Happy to help

[MI5]

Great improvement