topic Re: O2 Support advisor update in Welcome & News

O2 Support advisor update

Martin-O2 — Tue, 18 Jul 2023 17:26:53 GMT

Hi everyone,

Back in 2020 we introduced O2 support advisors to the O2 community. These advisors have been available on the community to pickup any account specific questions that would normally involve directing a member to contact customer services or the social media team.

As of tomorrow the account advisors will no longer be working on the community. This is due to some organisational changes within O2 which means the team no longer have the bandwidth to cover the community. We have plans to introduce a new incarnation of account support to the community in the near future, details on this will be shared when available.

I would like to thank the team for all their hard work over the past 3 years and wish them well for the future.

If there are any questions about this change please share them in the comments below.

Re: O2 Support advisor update

MI5 — Tue, 18 Jul 2023 17:47:45 GMT

A sad day for O2 CS and O2 as a whole.

Re: O2 Support advisor update

jonsie — Tue, 18 Jul 2023 18:02:35 GMT

It's a damn shame

Thanks to the account advisers for all their support

Re: O2 Support advisor update

Anonymous — Tue, 18 Jul 2023 18:08:40 GMT

Does this mean I shouldn’t give my personal details to anyone O2 anymore?

In the past I’ve provided my full account details and personal information to people with O2 in their username, I thought they were official. Do I need to do anything?

Re: O2 Support advisor update

Bambino — Tue, 18 Jul 2023 18:10:57 GMT

O2 drops the ball yet again.

Re: O2 Support advisor update

Cleoriff — Tue, 18 Jul 2023 18:41:03 GMT

What a damn shame. I had a feeling after last weekend that something was going on!

Thanks to them for their hard work over the past three years. They will be missed. ☹️

Re: O2 Support advisor update

madasaf1sh — Tue, 18 Jul 2023 18:58:28 GMT

They will be missed, and have been a great and useful part of the community...

@Anonymous

Do not give or post any personal data to anyone on this forum.

Re: O2 Support advisor update

pgn — Tue, 18 Jul 2023 19:06:05 GMT

Sad to see, @Martin-O2 🫤

Will the Advisor Forum accounts be disabled so people reading older posts do not keep trying to tag them?

Re: O2 Support advisor update

MI5 — Tue, 18 Jul 2023 19:07:12 GMT

@Anonymous

The account advisors we had with O2 in their names work for O2 and were perfectly safe to give details to. How else could they help without getting access to our accounts?

No one had O2 in their name who didn't work for O2 so historically you were perfectly safe.

Public posting of personal info is not allowed as it can be used by anyone to gain access to accounts.

Re: O2 Support advisor update

Enlli — Wed, 19 Jul 2023 06:45:22 GMT

I was out yesterday and just came to this thread this morning and wondered why it was so long. Once I got round the boredom factor, I realised!

If what I have gained from the forum team at Virgin is to transpire, this will become less and less a community forum. It happened in the last two years on their mobile board where members where slowly pushed out or left.

My only contribution these days after 12 years is to try to counter the misinformation that comes from some of their team members!

Re: O2 Support advisor update

gmarkj — Wed, 19 Jul 2023 07:10:35 GMT

Like (most of) the rest of you, I suspected something was afoot after the patchy nature of replies.

Also like most, the community advisors seemed to be doing a damned good job, particularly with sorting some fruit based watches. Going to be a lot of people being pushed to social media for a resolution...

Re: O2 Support advisor update

Spenny — Wed, 19 Jul 2023 07:42:57 GMT

That is such a shame. Never had to use the advisors, but saw how active they were in helping customers here and making the forum that more helpful.

Look forward to the new incarnation of account support.

Re: O2 Support advisor update

TallTrees — Wed, 19 Jul 2023 07:49:07 GMT

Thanks for the update @Martin-O2

Many Thanks to the O2 Community Advisors and best wishes going forward to all.

TallTrees

Re: O2 Support advisor update

Mi-Amigo — Wed, 19 Jul 2023 10:04:39 GMT

It is sad news to hear that 02 Community Advisors will no longer be part of the Community.

Although I personally have been fortunate in not having to ask them for advice or to sort out a problem, a brief look at the Community from the time their service was available shows what a major contribution they have made and I am sure everyone who used their help appreciates how much they made life easier for those customers.

One important factor to bear in mind is that the regular contributors, with a wealth of knowledge and experience of this O2 Community, will no longer be able to tag the advisors or refer customers to them but instead will have to direct customers to Customer Services or social media.

To repeat, a sad loss of a worthwhile and valued service.

Re: O2 Support advisor update

Martin-O2 — Wed, 19 Jul 2023 16:23:54 GMT

Hi guys to confirm we're in the process of branding the O2 Support accounts as Former Staff so it will still make sense to anyone reading an old topic.

Re: O2 Support advisor update

Bambino — Wed, 19 Jul 2023 17:07:55 GMT

Yes, brand them as Former Staff so everyone can see that O2 has consigned them to the nearest skip. If the 'introduction a new incarnation of account support to the community in the near future' is as quick as the O2 team corrects errors on this site and addresses the everyday problems we have been seeing in droves of late, we'll all be ancient community members with blue plaques next to our names.

Re: O2 Support advisor update

Enlli — Wed, 19 Jul 2023 17:59:04 GMT

Well it is frustrating now to tell people to contact Customer Services who have failed miserably several times and we cannot help them.

If what happens in the future is anything like that which I've been told by Virgin Forum staff, then the community aspect will wither and die.

Look at the mobile section on Virgin, it once had knowledgeable community members, all gone to be replaced by agents that don't know their A from their E

Re: O2 Support advisor update

MI5 — Wed, 19 Jul 2023 18:00:58 GMT

@Enlli wrote:
all gone to be replaced by agents that don't know their A from their E

They are the ones now manning the customer service phone lines.

Re: O2 Support advisor update

Bambino — Thu, 20 Jul 2023 06:16:54 GMT

@Martin-O2 wrote:

As of tomorrow the account advisors will no longer be working on the community. This is due to some organisational changes within O2 which means the team no longer have the bandwidth to cover the community.

How can one of the largest telecommunications companies in the world have an issue with the bandwidth for a handful of probably ten online account advisors in total, who are only online no more than three at a time on any given day? I'd really like someone to explain that to me.

Re: O2 Support advisor update

Enlli — Thu, 20 Jul 2023 07:52:51 GMT

Lack of bandwidth is rather ironic seeing it is one of the main problems with the network itself