topic Re: The way of O2 (Telefonica) is going in Discussions & Feedback

The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 21:52:55 GMT

Hi All

I am here to say a few things about O2.

A few weeks ago I had a thought about what O2 is going though, and this why. As everyone knows they have sold their broadband and home services to Sky, they have also outsourced all there calls from customer service, technical support and also sales to Capita who couldn't care less about there customers, and now they have decided to close the O2 Wallet Service. I have recently moved my provider to EE which I have had not faced any problems what so ever.

I would like to know if O2 are going though a tough time in this day of age.

Jason

Re: The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 22:06:47 GMT

Hi,

You must go where you think fit and as long as the alternative network provides strong signal where you live, work and commute at a good tariff price then that's all good.

We are customers here like you too.

Some happy and some not but its like this on ALL the network forums.

Outsourcing to non Uk callcentres is said to save on costs and other British companies do this. Its down to personal opinion on how you feel about this. I've never had any issues.

I'm not a business analyst or armchair lawyer and can only guide you to the facts and figures regarding o2's growing customer base.

Re: The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 23:20:45 GMT

In O2s defence I have been with all the networks and O2 has the best customer service bar none on the phone that is live chat is a waste of time

Re: The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 23:24:42 GMT

Compared to Vodafone I would have to agree.
T Mobile were pretty good. Never been with Orange or 3

that said o2 is getting worse in line with comments made earlier by @gemz4the1. O2 is going down hill but then the others aren't getting better

Re: The way of O2 (Telefonica) is going

MI5 — Fri, 24 Jan 2014 23:31:11 GMT

Too be fair to Three their CS is as good as O2's (on the phone), both have always been willing and helpful when I've called and always very polite.

Re: The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 23:38:33 GMT

Yes but can you understand 3 Rich

Re: The way of O2 (Telefonica) is going

anticpated — Fri, 24 Jan 2014 23:39:53 GMT

It may be less expensive for O2 but more expensive for us who have to call CS and have to spend longer on each call because it can take longer to get problems resolved, especially if there is a language divide.

Re: The way of O2 (Telefonica) is going

Anonymous — Fri, 24 Jan 2014 23:45:21 GMT

Do you mean expensive as in time?

Re: The way of O2 (Telefonica) is going

anticpated — Sat, 25 Jan 2014 00:02:21 GMT

Yep I do. 202 is free (paid for) at the moment, so I hope that doesn't change. If you take twice as long to resolve issues then the time spent on them could annoy people.

Furthermore if there is a language barrier then they will also be frustrated. Speaking to a robot is bad enough but one that doesn't understand you will drive you insane.

Re: The way of O2 (Telefonica) is going

Anonymous — Sat, 25 Jan 2014 00:05:12 GMT

I do agree with that

Re: The way of O2 (Telefonica) is going

Anonymous — Sat, 25 Jan 2014 08:18:27 GMT

Juat to add 4445 for Payg Customer Service is free for me to ring also on my tariff.

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 26 Jan 2014 15:18:26 GMT

o2 is **bleep** whished I would have gone with EE, dont think there willing to invest the money

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 26 Jan 2014 15:22:08 GMT

Thanks for sharing your thoughts.

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 26 Jan 2014 15:25:09 GMT

Perhaps a polite choice of words might have been better. We are all customers on here after all.

O2 are spending £1.5m EVERY DAY on the network with 2, 3 & 4g to 98% of the population by the end of 2015. It is a mammoth task and will take time.

Of course the OP has a choice

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 26 Jan 2014 17:37:40 GMT

Having spent the best part of an hour speaking to Vodafone's Live Chat and customer service (and I'm still not sure whether my issue has been resolved) I can say that O2's customer service is brilliant in comparison!

I just wish O2's coverage was anywhere near as good as the customr service!

Re: The way of O2 (Telefonica) is going

anticpated — Sat, 22 Feb 2014 09:02:40 GMT

Many problems can be solved yourself by searching online yourself for answers. Afterall Customer Service probably for the most can see most what you can although some of the more advanced account controls are beyond us.

I remember giving some Australian from the Vodafone call centre hell because I was having a bad day. So it's not always entirely their fault that they can't help people all of the time. So in a way I can empaphise with call-centre workers who put up with angry, arrogant or otherwise malligned customers.

My worst experience with customer support was AOL. It's not an avenue I want to revisit.

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 17 Aug 2014 16:51:40 GMT

Hi...!

am not to sure ether, if o2 is going threw a hard time or not, but i haven't thought about it tho!

I'am sad that they had to cancel the o2 wallet. this is now the 2nd time they did this. The 1st o2 card was free and then the 2nd 02 card was £3.00. i really enjoyed using the o2 card in shops, online etc..! its better to use the 02 wallet card than having to risk your bank card online.

Now that the o2 wallet is canceled i have to find an alternative card to use online.

This probably didn't solve the issue, but i had to get it off my chest.

thanks!

Re: The way of O2 (Telefonica) is going

Anonymous — Sun, 17 Aug 2014 17:02:22 GMT

Hi,

Nothing wrong with venting.

It is sad that service ended as many did use it. 😞

More here http://community.o2.co.uk/t5/Welcome-News/We-re-closing-O2-Wallet/m-p/599912/highlight/true#M7423

& http://www.marketingweek.co.uk/disciplines/mobile/news/o2-to-close-wallet/4009070.article

Hope you managed to find an alternative.

Re: The way of O2 (Telefonica) is going

MI5 — Sun, 17 Aug 2014 17:06:15 GMT

At least you can use "charge to mobile" now which although not a direct replacement does go someway towards helping.....
http://www.o2.co.uk/chargetomobile

Re: The way of O2 (Telefonica) is going

iar1980 — Sun, 17 Aug 2014 22:55:49 GMT

Personally been with o2 since April and called their customer services over a dozen times and have never had an issue. I have also used their live chat at least a dozen times and again never had a problem, but speaking to them over the phone then via live chat has solved my issues quicker.