topic Re: general service continued in Pay Monthly

general service continued

Anonymous — Mon, 22 Feb 2016 16:24:38 GMT

hi , i am on a monthly broadband plan using a dongle supplied by o2 for 4g connection. the onset of the 2nd month the problems began . the internet would constantly disconnect so obviously contacted help, who informed me there was a mast issue affecting my postcode should be resolved in couple of days . when that didnt happen went back on live chat and asked more specitic qstions like -: what is the issue exactly? where exactly is the mast located? can u give me definite date for normal service? etc, was then given more vague generalistions which i wasnt happy with. meantime the disconnections continue sometimes 5 or 6 times in an hour. and obviously with these issues making the internet virtually un-usable. half way thru filling forms disconnect, middle of conversations disconnect , playing online game etc etc . and not only that but the website u we,re on is dissmissed and the 02 online app would take over the window and would also open several more windows all the same o2 page. the more windows the more data used etc. not having an o2 phone it costs to contact them but i ring , and put the same specific qstions and get general vague replys as before. so i attempt to talk to live chat and the first thing i notice the option for me to email a copy of the live chat transcript to my email add is disabled ? and as soon as i enter my details im left on hold and after 20mins i give up. over the next 20 plus attempts to talk to live chat having entered my details i would b disconnected by the agent . this went on and on as did disconnections. so i ring again ,02 now having my number leave me on hold and after 45mins i give .up. i try calling next day im put on hold and after 25mins i give up. So now i am being deliberately avoided by my own network the issues go on . i mean that in itself beggars belief that 1 month into a contract i have no usable service with no detailed info and no support or contact from o2. given the times i tried live chat and disconnected even if they claim it ws technical disconection, surely any responsible caring customer services would with 20 plus disconnection on my profile screen would at least some attempt to contact me ?? but absolutely nothing,no call, no email no msg nothing. unbelievable considering there marketing claims. i then go to 02 shop portsmouth where im given the same vague mast story. which they sd would be resolved that week. i then remember a friend has an o2 phone and he contacts o2 is talking to agent in 2mins !!! and i get on the phone give my details and theres a long delay before i point out all issues to an agent . i said u can see on my profile the constant diconecting , the attempts to talk to live chat the unusable internet all there on her screen. she says "of course u realise that under the terms " basically pointing out that technicall they are not responsible and my monthly bill would still have to be paid. not saying, oh yes well thats ridiculous the service this month or u,v made all those attempts on live chat and got no follow up from o2 at all. i say its unbelievable ignorance and deliberate avoidance wot do u intend to do to compensate me . im offered a£10 credit on my next months term, which under my plan in real terms to about a days internet. pathetic . i of course inform her that i wont be paying a penny to o2 for a non existant service. im then reffered to a connection tech who has all current maintenace schedules and specifics and is an expert . after a few words says, yes well there are no issues recent or otherwise affecting my postcode ?????? every bit of info from o2 prior to that was complete rubbish , and not based on facts at all ? nuts !! dave dale

Re: general service continued

Bambino — Mon, 22 Feb 2016 15:58:04 GMT

@Anonymous Starting a second thread with the same topic will only confuse matters, not help. Apart from anything else, this is a customer to customer forum. No one here can help with your dissconnection issues. If you're unhappy with how you've been treated by customer service you can lodge a formal complaint here: http://www.o2.co.uk/how-to-complain

Re: general service continued

gindygoo — Mon, 22 Feb 2016 16:14:37 GMT

So what is it you're wanting from us here? O2 don't read these forums, so unfortunately you'll not get any official response using this medium.

You say that you're not going to pay them a penny, but if you're on a contract I'm afraid doing that will just get you chased by debt collectors and a mark on your credit file that'll stay for 6 years, affecting all sorts including trying to obtain a phone contract to getting a mortgage or loan.

I suggest you follow the complaints link give to you above, and for your own sake don't just cancel any direct debits you have in place.

Good luck.

Re: general service continued

Anonymous — Mon, 22 Feb 2016 16:16:16 GMT

i have made complaints dont worry, not to 02 , ive wasted enough of my life just trying talk to them and all ive got from them is lies no service and no support , i will seek proper compensation via the relevant authorities and regulators and let people know the ignorant ,arrogant and im sure unlawful conduct of o2. its my belief o2 applied the conflicts to my account in a underhand attempt to make money ie by manipulating me into an upgrade or buying o2 phone or from the cash made from a non o2 phone calling c services. not so much a network more a big scam.

Re: general service continued

Anonymous — Mon, 22 Feb 2016 16:18:28 GMT

and who are u exactly ?

Re: general service continued

gindygoo — Mon, 22 Feb 2016 16:20:54 GMT

@Anonymous wrote:
i have made complaints dont worry, not to 02 , ive wasted enough of my life just trying talk to them and all ive got from them is lies no service and no support , i will seek proper compensation via the relevant authorities and regulators and let people know the ignorant ,arrogant and im sure unlawful conduct of o2. its my belief o2 applied the conflicts to my account in a underhand attempt to make money ie by manipulating me into an upgrade or buying o2 phone or from the cash made from a non o2 phone calling c services. not so much a network more a big scam.

I highly doubt it tbqh, to complain to ofcom you'll need a letter of deadlock from O2 and it seems you've not given them that chance yet. If after 8 weeks of negotiations you're not at a satisfactory outcome O2 should issue the deadlock letter if requested.

Be aware, without this ofcom will not entertain your complain as you've not exhausted avenues with O2.

Re: general service continued

gindygoo — Mon, 22 Feb 2016 16:22:39 GMT

@Anonymous wrote:
and who are u exactly ?

Were all fellow customers on these forums, you're not addressing O2 but just O2 customers!

Re: general service continued

Anonymous — Mon, 22 Feb 2016 16:27:20 GMT

and incidently i have now recieved 4 email updates re the ongoing mast issues , the mast issues that dont actually exist. todays e mail sd they hoped to have repairs complete in 5 days lol there are or ever have been any mast issues . fact. u say what do u want from us ? well who r u ? this is site for o2 community ? are u the owner or wot ?

Re: general service continued

gindygoo — Mon, 22 Feb 2016 16:29:46 GMT

@Anonymous wrote:
and incidently i have now recieved 4 email updates re the ongoing mast issues , the mast issues that dont actually exist. todays e mail sd they hoped to have repairs complete in 5 days lol there are or ever have been any mast issues . fact. u say what do u want from us ? well who r u ? this is site for o2 community ? are u the owner or wot ?

Again, we are O2 customers. It's a customer to customer forum, we cannot access your accounts and O2 do not browse these fora.

You need to follow the link given in the first reply to this thread to make am official complaint.

Re: general service continued

Martin-O2 — Mon, 22 Feb 2016 16:40:02 GMT

Hi @Anonymous

Sorry to hear of the difficulties you've experienced with your service. As some of the community members have pointed out you cannot get support directly from O2 on these forums. You can however get plenty of good advice from other users.

I would advise you to pursue this with customer services as they are in a position to help you.

I have also put both your posts together to avoid any confusion by having 2 threads on the same subject. You can find a handy guide on using the Forums here and if you have any further questions feel free to drop me a private message.

Martin

Re: general service continued

jonsie — Mon, 22 Feb 2016 16:49:27 GMT

There's absolutely no need to take out frustration on anyone on the community. People just try to help one another. You have been given good advice to proceed via complaints and should you choose not to pay your contract, that's your perogative. Hopeyou get it sorted fairly quickly.

Re: general service continued

gindygoo — Mon, 22 Feb 2016 16:58:04 GMT

We are all here as O2 customers offering advice to each other, we do have moderators and one of them had posted above.

With that I'll leave you to it as I know it's frustrating when things don't work and I don't want to be at the spiky end of your frustration.

Wishing u the best of luck sorting your issues out!

Re: general service continued

Anonymous — Mon, 22 Feb 2016 17:17:23 GMT

surely if im addressing o2 the post would start with dear o2 or o2 customer services or o2 something ?? u should read content properly b4 commenting . heres some facts for u 1,its an o2 forum 2,for o2 users 3,im an o2 user. i hope that clarifys things.

Re: general service continued

Bambino — Mon, 22 Feb 2016 17:17:47 GMT

@Anonymous You have been advised by myself and the others to lodge a complaint. If you don't follow the procedures, and try to bypass the protocols, your complaint will not be considered. If you withhold payment on a contract that you agreed to, your service will be disconnected, you will have a negative mark put on your credit rating. You will not be able to get another mobile phone contract with any network. You will, however, still be liable to pay what you owe on the contract you stopped paying. You will not be able to get a mortgage, or get credit for anything you may want to purchase. In short, if you don't pay what you owe, you will be shooting yourself in the foot.

Re: general service continued

jonsie — Mon, 22 Feb 2016 17:32:31 GMT

It's pointless commenting further tbh.

Re: general service continued

gindygoo — Mon, 22 Feb 2016 17:35:37 GMT

@jonsie wrote:
It's pointless commenting further tbh.

Yup totally, ranting is fine but there's no need for it to get personal.

Re: general service continued

Anonymous — Tue, 23 Feb 2016 14:01:47 GMT

id have to disagree with that statement. with no negative comments for o2 , not one, after reading about the treatment i got from o2 , not one .

Re: general service continued

Anonymous — Tue, 23 Feb 2016 08:30:07 GMT

if u dont want a truthful response , dont comment . not rocket science is it. my post is for users that wish to read it . u contacted me ? ?

Re: general service continued

Anonymous — Tue, 23 Feb 2016 08:43:31 GMT

u dont think ive tried all avenues to get a response ? file a complaint ? it should say click here and our software will take for a pointless ride terminating at a contact option that u tried and got nowhere with 20 mins ago. dont insult my intelligence . o2 contact options were denied me as yr well aware . sooner or later users will c wot u actually provide, as opposed to wot u claim to . the most inaccessible devious network making money from unaware vulnerable users ?? it turns my stomach.

Re: general service continued

Cleoriff — Tue, 23 Feb 2016 08:46:12 GMT

Hi @Anonymous

The only thing I want to comment on is your insistence that we all work for O2. We don't. We are all customers like yourself. You were given the best advice possible. It's up to you whether you choose to act on it..