topic Re: How do you get somebody from 02 to contact you when they promise to but never do? in Discussions & Feedback

How do you get somebody from 02 to contact you when they promise to but never do?

Anonymous — Sun, 20 Apr 2014 00:54:40 GMT

We have had our coverage reduced to point where we cannot hold any calls. We were first told this was a fault, have spoken online twice about this - first time no follow up - second time we have been told we have had a written reply (not true and referred to a letter written 12 months ago - useless! We have spoken to billing over 10 times and each time promised someone would email us (we cannot receive a call!!!) Still no email. We have spoken to Networks three times and (paraphrasing) the billing agent been told this is not a repair as originally informed but a repositioning of the mast with a Vodafone mast share. Our Voda coverage greatly improved but no 02. Networks promised someone from billing would contact us by email....guess what...no email....nobody in O2 is capable of owning anything or taking responsibility to resolve. I have been a customer since BT Cellnet's first year in business and customer service has always been poor but this is the worst ever yet. Literally after 15 attempts we have not managed to find anyone capable of following up and nobody prepared to write an email. As a last resort we have been forced to cancel our DD and still no one in O2 can be bothered to follow up...what on earth do you need to do? When I have been paying £1200 per year for three business mobiles for many many years this is nothing short of appalling....but not isolated. It seems nobody in 02 has ever been empowered enough to have the autonomy to actually try to make an attempt to solve any problem. We have no hope of reply here but will keep posting just in case....???

Re: How do you get somebody from 02 to contact you when they promise to but never do?

adamtemp64 — Sun, 20 Apr 2014 04:07:50 GMT

We are all customers here have you raised a formal complaint using the complaints process here http://www.o2.co.uk/how-to-complain/complain

And cancelling your DD will just result in o2 passing the debt to a collection agency and ruining your credit file

Re: How do you get somebody from 02 to contact you when they promise to but never do?

Anonymous — Sun, 20 Apr 2014 05:35:29 GMT

Hi and a welcome to the forum,

I appreciate your frustration as we as customers like you have at one point or another experienced network issues.

Indeed O2 covers loss of service / service not available everywhere in the Terms and Conditions 😞 so sending off a complaint via the link may or may not yield perhaps a goodwill gesture of reduced tariff payment and a standard apology.

As your a business customer I'm assuming your on a business account. Have you been made aware of BoostBoxes from O2 which are only available to business accounts ,which could possibly improve your network strength at home. (Home broadband speeds permitting. )

http://www.o2.co.uk/termsandconditions/business/boostbox-terms

If your on a normal pay monthly tariff then perhaps O2 Tugo's Service may help.

http://tu.com/en/mobile/

Let us know how you get on.

As Abadan has mentioned cancelling your Direct Debit could lead to your account being suspended and any monies owed being sold to a Debt Collection Agency possibly resulting on a default notice being placed on your credit file. Something nobody needs especially someone running a business. I'd suggest contacting O2 and re setting this back up.

Re: How do you get somebody from 02 to contact you when they promise to but never do?

gemz4the1 — Sun, 20 Apr 2014 09:44:38 GMT

Hello @Anonymous and welcome to the community.

As Adam has said, we are all customers here.

I understand your frustration of O2 not calling you back and I would be extremely anxious if I couldn't use my phone as well.

Have you tried to go to your local O2 store? They could either have a quick look at your phone and maybe try a simple solution, or they could call or do a web chat with O2 to find out what can be done to help you.

Re: How do you get somebody from 02 to contact you when they promise to but never do?

Anonymous — Sun, 20 Apr 2014 14:50:11 GMT

If you have always had signal and now haven't got it that is down to O2 to sort out I would certainly make the complaint they have to do something