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[jp_o2]

Hello
My name’s JP and as you may know I’m Digital Communications Manager at O2. In response to questions on forum policy points we’d like to clarify how our forums run and explain what has been happening.

To keep our forums open and friendly for all we use moderators to check that everyone is abiding by our forum guidelines. They screen out bad language by removing it from posts, but if this materially changes the post they may have to delete the whole post. Unfortunately moderators are unable to add comments when they delete posts or suspend people because of the software we use. We accept this isn’t ideal and we’re looking at improving it.

We don’t mind criticism of our products and services – we have always said that customer insight is at the heart of everything we do - but we can’t allow malicious or false statements about O2 and we will delete posts that make them. We will also delete posts that publish personal information about anyone, as this breaks our forum guidelines and it also carries a risk of data protection laws being broken.

Currently we can’t respond to individual customer queries on forums, so if you have a specific account query you’d like answered please contact our Customer Service team via the normal numbers or by using our online form at https://www.o2.co.uk/apps/help/help.

We hope this answers your questions on forum policy. In the meantime, please bear with us whilst we look at ways to make the forum better. Indeed, if you have any recommendations then please post them in this thread and we will look through them.

Cheers
JP

[anton_davies]

alot of the posts that have recently been deleted have not been against the law or malicious.

none of my posts have been removed so it doesnt bother me but ive seen other peoples moderated in such a way that it seems like that person is being singled out with the mod stick

its a phpbb forum. cant you just have it run like any other phpbb forum rather than software with privileges given to certain people employed to look after the forum with an audit trail and rules for them to abide by

In a call centre or work place environment there would be an audit and reason given to a customer as to why the information has changed and also a way that infomation can be tracked while also making it easy for the users to contact someone with a grievance if they feel unfairly treated.

There doesnt seem to really be this mechanism in place as such all seems a little cloak and dagger.

thats just my opinion anyway

[Joshua]

Couldn't have said it better myself.

[gillian]

I agree with the post by anton.davies.

edited to add, why isn't this official message by o2 stickied so it doesn't get lost on the forum and what happened to the instruction to email your helpline with 'Forum Response' as the message header

[ThisIsTiresome]

Totally agree with anton.davies!

Its nice to finally see somebody from O2 taking a little bit of interest in the forums. O2's reputation could be so much better if they had a member of the team keeping an eye on the forums and posting sometimes to keep us in the picture! Its the lack of information coming from O2 that I (and others I suspect) find so frustrating.

Some of the moderating here in the past couple of weeks has been done in such a negative way, that its not surprising that there was almost a revolt against the mods. It seems that the moderators at times are doing more to damage O2's reputation than if they weren't there at all.

The moderators should be allowed to use the PM system to post comments to users about why their posts are deleted or modified - perhaps if the users knew what they were doing wrong things might be a little less confrontational!

[dalar]

Completely agree with 'tiresome' on this...

Whilst I can understand that some posts need to be removed due to violations, its the way it has been done... we've all been wanting answers to the problems encountered with the service... just when we think that no rep from O2 bothers with the forum we see 'sniper mods' removing posts... which is more insulting because clearly our messages are being read but there is no reply at all... this has no only lead many of us to frustration but also a severe lack in confidence towards O2 as an ISP.

Despite these connection issues, you have/had a great reputation as an ISP... silly mistakes such as "not communicating with customers on the O2 forums with regular updates" will strip you of this title.

I'd like to say thanks anyway for posting on the forum - please keep us up to date and push for the status page!

[browni]

+1 for the status page

[howard_hopkinso]

I recently had a post edited by a moderator, who then pm'd me explaining why.

I thought this was a great way to do it and the moderator concerned did an excellent job.

Now, if all moderators acted in this way, I feel folks would be far more understanding.

[browni]

I recently had a post edited by a moderator, who then pm'd me explaining why.
I thought this was a great way to do it and the moderator concerned did an excellent job.
Now, if all moderators acted in this way, I feel folks would be far more understanding.

That is good news.

At the end of the day, that is how all good forums should be run.

[ThisIsTiresome]

I also had a PM from the mods today... It's so much nicer for them to communicate with us! All may not yet be forgiven, but at last progress has been made and hopefully, lessons have been learnt!

Keep it up mods