I changed my provider to O2 so that I could use the International Favourites Bolt on, in particular so that my son in Perth Western Australia could use the Call Me number. Having paid for the International Favourites online I then tried to access 'Manage my numbers' the link connected me to a new page which asked me to enter my mobile number to be sent a code to access 'Manage my Numbers' but the web page kept freezing and would not accept my mobile number. I had to ring O2 from my mobile phone for help but was told that the International Favourites website had not worked for 6 months and they offered to refund the £10 I had paid for my bolt on. I explained that the only reason I had bought a PAYG O2 sim was to access the International Favourites bolt on and that I had explained this in the shop when I bought the sim. Only after I had complained about this did O2 customer service assistant on the phone call tell me that he could send me a code and that he could set up my International favourite numbers. He set up my numbers but when I asked him to set up the 'Call me' number I was told that there was no 'Call me' number for Perth WA, the closest city I could get was Melbourne, several thousand miles away! This will NOT be a local call for my son in Perth and it will cost him a considerable amount of money to use that number to 'call me'.
I am very disappointed with O2;
Firstly the O2 store encouraged me to by a sim card knowing that the only reason I was changing provider to O2 was so that I could use the International Favourites Call Me number for my son to be able to ring me from Perth WA. They should have known that there was a major problem with the International Favourites webpage and that I would not be able to use it to set up the bolt on and, in particular, that no local 'Call Me' number would be available for Western Australian mobile phones to use to call me.
Secondly, the O2 website should not still be advertising the International Favourites bolt on and should not take a customers money for the bolt on when O2 know that the webpage needed to set it up once they have taken our money does not work.
Thirdly, the O2 website should not show that a Call Me number is available for Australia if it only covers part of that country. It should be made clear to the customer that this service is not available for Western Australia BEFORE it takes customers' money.
Fourthly, if it is possible for O2 to set up International Favourites by calling O2 customer service this information should be on the O2 website. When a customer phones O2 customer service assistants for help with this they should set up the bolt on straight away instead of telling the customer that the bolt on isn't available because the webpage hasn't worked for 6 months and offering to refund the bolt on fee. A customer shouldn't have to complain about lack of help and poor O2 service in order to get any help from an O2 customer service assistant.
