Welcome & News

[Oliver341]

The O2 smtp server will not accept connections on anything other than port 25. That's fine whilst on the O2 network, but when connected to other networks, outgoing connections to port 25 are often blocked. Can the smtp server be made to listen on port 587 or port 465?

[Feilim]

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PjAndroid wrote:
I have one key request, please stop branding Android handsets then delaying the release of the OTA updates.

If we buy a handset from a third party on o2, we can get the updates as soon as google or the manufacturer releases, but there are unbearable delays for you to tailor the update to your unnecessary branding.

When we get a top of the range handset, its frustrating to have its capability limited like this, and quite frankly, it's insulting that you would never dream of delaying iOS updates in the same way.

I have had to recommend to friends that while o2 tariffs are good, they should never buy an Android handset directly from you until this is resolved.

Thanks for reading.

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Hi PjAndroid

Thanks for your question - our aim is to never release software until it's ready. We passionately believe in this.

[Feilim]

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Reece wrote:
Is there any chance to make this happen?

1) Single billing for multiple devices. I have 2 iPhones, iPad and Mobile Broadband each with a separate direct debit to my bank account. Surely it must be possible to have just one account for all products and services?

2) I would like the ability to remove image compression entirely from all products with data allowance. The iPad in particular suffers most from browsing a distorted web.

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Hi Reece

Thanks for your questions. I agree about single billing being absolutely where we want to get to. It simply has not yet reached the top of our change schedule and is competing with other customer priorities.

I'll pass on your second point to the team who are responsible for browsing on your mobile.

[richardjgreenuk]

To add to PJAndroids point, the software vendors, Apple, Google and Microsoft babe their products internally for months and months with automated tools, tests under extreme scrutiny, so the limited testing that a carrier can additionally perform is all but a waste of your internal resources.

Ship the updates faster, customer experience, satisfaction and carrier perception will be higher.

[Feilim]

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O2MACH2 wrote:

One of the main criticisms of O2 that I read about on this forum is that they fail to keep the most simplest of promises, that is......"I'll phone you back".

When anybody says this small phrase then they should mean it and they should do it, even if they can only update the customer with, for example, "I don't have an answer yet but I'll phone you again when I have any information".

"I'll phone you back" is possibly the most broken promise within all customer service industries........make O2 different by keeping the promise.

As a Director of O2, I can guarantee that you do not allow your employees to say that to you and not do it therefore you should not allow it to happen to your customers.

The second criticism is an individual not taking ownership of the problem. If the problem is properly logged into your CS system then even if the O2 individual is not at work, a deputy can pick up the problem and progress it, rather than posing all the same questions for a second (or more) time.

Edit:

And criticism no. 3 is the ease that fraud can be committed to obtain a phone when an upgrade is due.

There seems to be little verification (and if there is then it is ineffective) that callers to O2, are who they say they are. In most cases the new phone is delivered to an address not previously notified to O2 by the account holder.

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Hi O2MACH2

Thanks for your feedback. I agree entirely with you that we must keep our promise of phoning customers back. Taking into account phone, retail and online interactions we have approximately four million interactions per week with our customers. I view one broken promise within this four million as a failure on our part. We strive to deliver exceptional service every day but sadly we don't always get it right. My job, with my team, is to improve this including the very important ownership issue you raised and, more than anything else, getting it right first time.

On your third point, I'm surprised to hear your observations on verification. We have very specific and strict procedures for all our people to follow to ensure that we know that the customer is who they say they are. These include passwords on accounts and other security questions that only the customer would know.

[Feilim]

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Smckean64 wrote:
Better international call charges when your abroad, free web for over £15 monthly contract for loyalty customers, able to downgrade within your 24 month contract.

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Hi Smckean64 - have you seen O2 Travel? www.o2.co.uk/international - tell me what you think!

[ashleyjonesuk10]

Bring back o2 treat on pay month and more service

[Feilim]

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paddy_belfast wrote:
Hi. Your coverage in BT17 0JN is terrible. Can you invest in a new mast for the area? It is a hilly area and calls are never without coverage issues. Also, would you consider delivery reports for messages. I am lost without them.

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Hi Paddy - given that I was born and brought up in Northern Ireland I recognise the post code immediately even though the clue was in 'Belfast'!

I will ask our network team to pull up the performance stats for your area to identify if there are any issues.

Good news about delivery reports too - just add *0# to the start of each of your messages.

[Reece]

Any chance of introducing a MiFi device capable of HSPA+ for Mobile Broadband? The quality of the stock modems is pretty poor. I current use a Novatel MiFi 2352 (Europe) on O2 but it was difficult to source in the UK.

[Guest2]

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Feilim wrote:

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O2MACH2 wrote:

One of the main criticisms of O2 that I read about on this forum is that they fail to keep the most simplest of promises, that is......"I'll phone you back".

When anybody says this small phrase then they should mean it and they should do it, even if they can only update the customer with, for example, "I don't have an answer yet but I'll phone you again when I have any information".

"I'll phone you back" is possibly the most broken promise within all customer service industries........make O2 different by keeping the promise.

As a Director of O2, I can guarantee that you do not allow your employees to say that to you and not do it therefore you should not allow it to happen to your customers.

The second criticism is an individual not taking ownership of the problem. If the problem is properly logged into your CS system then even if the O2 individual is not at work, a deputy can pick up the problem and progress it, rather than posing all the same questions for a second (or more) time.

Edit:

And criticism no. 3 is the ease that fraud can be committed to obtain a phone when an upgrade is due.

There seems to be little verification (and if there is then it is ineffective) that callers to O2, are who they say they are. In most cases the new phone is delivered to an address not previously notified to O2 by the account holder.

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On your third point, I'm surprised to hear your observations on verification. We have very specific and strict procedures for all our people to follow to ensure that we know that the customer is who they say they are. These include passwords on accounts and other security questions that only the customer would know.

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http://community.o2.co.uk/t5/General-banter/My-O2-account-was-hacked/td-p/209072