topic Re: Yet another 360 Migration Mess in Discussions & Feedback

Yet another 360 Migration Mess

madasaf1sh — Tue, 09 Jul 2024 15:05:05 GMT

<rant>

Here is a good one for everyone, as this is what is going on with my o2 account, which has been escalted to the Exec Team who now dont respond to emails and has I think been put into the too hard pile..

So I got migrated to 360, and didnt think anything of it, apart from o2 setting up 12 (yes 12) direct debits for

2 Mobiles and Devices

1 Laptop and Airtime

1 Watch and Airtime

So this should have been a max of 4 direct debits, so I did what any sane person would do and cancelled all the direct debits as even CS couldnt work it out..

So paid everything manually, not a big issue just a PITA.. until I came to do a switchup in my local store and spent an hour or so with them trying to do the switchup, no doing, IMEI mismatch which we all thought was odd..

So we looked on myo2, and noticed the accounts all have switch up on them, yet all the devices are orphaned off, so they are not linked to a phone number any more 😞

We also have a device plan on a number we have cancelled as per o2, and the 85075 text stating and CS stating that it was ok to cancel, so we did..

The whole thing is trying my patience and 3 weeks after escalting to the CEO and COO, still nothing has been sorted, although a plan was formulated by the Exec CS team, its all gone eerily quite...

So if things in the migration go bad, they dont give 2 hoots, and I cant use features that I pay for, and cant get them to fix the account..

They really dont care about customers at the moment.

Re: Yet another 360 Migration Mess

gmarkj — Tue, 09 Jul 2024 16:05:01 GMT

Sounds like it has sailed too far up the creek there @madasaf1sh !

Have you tried to tap up Dave or @Kei-M_O2 to see if they can work any magic?

Re: Yet another 360 Migration Mess

madasaf1sh — Tue, 09 Jul 2024 16:10:47 GMT

@gmarkj

I was going to try Dave but he was off on paternity so didnt want to bother him, and thought I would entrust it to the "Exec Support Team" but they seem to have disappeared off th face of the earth... and didnt really want to bother @Kei-M_O2

And its just one mess after another, I forgot to add, I kept last week getting emails and texts saying bills where overdue, when none where, and then random emails about a £1.69 credit note...

Re: Yet another 360 Migration Mess

Bambino — Tue, 09 Jul 2024 16:55:24 GMT

I'm wondering after all that why you're still a customer?

Re: Yet another 360 Migration Mess

Enlli — Tue, 09 Jul 2024 17:23:29 GMT

Further and further down the rabit hole.

Everything they are putting in place recently makes it harder for customers to deal with them, and when they do if it's not something basic you're screwed.

Re: Yet another 360 Migration Mess

MI5 — Tue, 09 Jul 2024 17:26:55 GMT

Finally realising the ugly truth.

Re: Yet another 360 Migration Mess

madasaf1sh — Tue, 09 Jul 2024 18:10:26 GMT

To be honest @MI5 It is the first time i have had a cluster****** with o2 in over 15 years as a personal customer and it is the ugly truth, and no one seems to be **bleep** to fix the problems..

@Bambino I am in contract still, and o2 have the best signal where I am, here in South Yorkshire, and the benefits with Volt mean its not that simple to break away, as this is the first time I have had serious issues...

Re: Yet another 360 Migration Mess

pgn — Tue, 09 Jul 2024 18:21:57 GMT

And so - the end of an on-off relationship, @madasaf1sh? 😖

Re: Yet another 360 Migration Mess

madasaf1sh — Tue, 09 Jul 2024 18:34:03 GMT

You know what if any of the BT Openreach networks had Gigabit Broadband and quality mobile signal, then I would be off, but the max on BT we can get is about 20Mbps so for now it will have to stay @pgn but unless this gets fixed then it will be a strained distant relationship

Re: Yet another 360 Migration Mess

Kei-M_O2 — Wed, 10 Jul 2024 08:15:07 GMT

Mehhhh, yes Dave discussed 360 migrations with me 🙄. Let me get in touch with our exec team, and see if we can move this along.

Thanks,

Re: Yet another 360 Migration Mess

jonsie — Wed, 10 Jul 2024 11:30:46 GMT

They will get it sorted eventually

....three to five years at a guess!

Re: Yet another 360 Migration Mess

Enlli — Wed, 10 Jul 2024 12:49:23 GMT

@jonsie wrote:
They will get it sorted eventually
....three to five years at a guess!

And Virgin hasn't been integrated yet.

More woe to come 😒

Re: Yet another 360 Migration Mess

madasaf1sh — Wed, 10 Jul 2024 15:34:11 GMT

@Kei-M_O2

Thanks, if you can get one of them to reach out, before it gets to the month its been with them it would be appreciated..

Not looking forward to that one, although I have a feeling they will keep seperate billing platforms, as having done M&A HR and Finance platforms are always the last to be integrated if ever...

Re: Yet another 360 Migration Mess

madasaf1sh — Mon, 22 Jul 2024 14:31:59 GMT

So 2 weeks on got a refund for one device plan but still waiting on everything else.. and some ****** has just tried to do a port in on top of my number... thankfully got that cancelled but what a complete cluster******

Re: Yet another 360 Migration Mess

Enlli — Mon, 22 Jul 2024 14:51:21 GMT

And how informative and smooth was my PAC into Spusu...a breath of fresh air and not a cluster**** in sight.

Re: Yet another 360 Migration Mess

madasaf1sh — Mon, 22 Jul 2024 15:05:59 GMT

Spusu are a breath of fresh air, calls answered in 2 minutes, call backs and checkups its a whole new world, just been talking at work as part of CS improvements, and VMo2 are been held up as the way to not do Customer Services...

Re: Yet another 360 Migration Mess

madasaf1sh — Mon, 05 Aug 2024 12:20:00 GMT

@Kei-M_O2

Can you get them to speak to me, as my emails are been ignored again, and I have just paid for a device plan that doesnt need paying for, as o2's texts about none payment get threatening and I could do without my number been cut off.. (So I paid it)

This is becoming beyond a joke....

Re: Yet another 360 Migration Mess

Kei-M_O2 — Mon, 05 Aug 2024 15:00:51 GMT

I've asked the team to pick it up.

Re: Yet another 360 Migration Mess

madasaf1sh — Thu, 15 Aug 2024 13:31:33 GMT

Still waiting on o2 to come back to me, as been 2 weeks since the last call from Mohammad, who promised a call back then never called back but promised a resolution..

What do I need to do @Kei-M_O2 to get this resolved as its been nearly 2 months now...

Re: Yet another 360 Migration Mess

madasaf1sh — Wed, 21 Aug 2024 12:39:29 GMT

One Final update (hopefully)

Finally o2 have resolved 95% of the issues, having been through 4 people and to be honest apart from the derisory compensation for all the faffing it all seems to have been resolved..

Now whether the SwitchUp actually works as promised is another question, so that is my next job..

Update its still greyed out on the website....

But it all seems to be good on the account....