topic Re: Postcode checker manual override required in Discussions & Feedback

Postcode checker manual override required

Anonymous — Mon, 04 Jan 2016 14:30:27 GMT

I tried to top up a new Pay and Go SIM we have got for an employee. As I want to regulate use I do not want automatic top ups, not do I want to do it over the phone.

Unfortunately our billing address, which we have used long before postcode checkers came out, is very slightly different to the post code checker.

Most sites have a manual override, but not 02. So I cannot give the correct billing address and the payment then gets rejected.

So now I can't top up my employees SIM which means I will use another provider, lock stock and 2 smoking barrels. 02 lose our mobile contracts as well..... idiots. That's a lot of money down the pan in one go.

Ah well. Easy come, easy go.

Re: Postcode checker manual override required

Bambino — Mon, 04 Jan 2016 14:34:24 GMT

Isn't this something you need to take up with the post office? O2 isn't responsible for issuing post codes.

Re: Postcode checker manual override required

Cleoriff — Mon, 04 Jan 2016 14:34:33 GMT

Hi @Anonymous Have you looked at the various ways to pay and top up....? Just scroll down to payg...

http://community.o2.co.uk/t5/Discussions-Feedback/Ways-to-pay-guidelines/m-p/874982

Re: Postcode checker manual override required

MI5 — Mon, 04 Jan 2016 14:38:06 GMT

Maybe @Toby can help?

Re: Postcode checker manual override required

Toby — Mon, 04 Jan 2016 15:23:48 GMT

Hi @Anonymous,

I'm Toby, the community manager, welcome!

What customer service said to you when you have called them to see if the can help? This will help myself and the team investigate further.

Re: Postcode checker manual override required

jonsie — Mon, 04 Jan 2016 15:32:02 GMT

Presumably you have a postcode and it's included in your billing address correctly?

However, there are big problems with o2's new improved systems....

Re: Postcode checker manual override required

Anonymous — Mon, 04 Jan 2016 17:07:52 GMT

I only did online chat - it will only cost me time and money to talk to Customer Services to get the answer I already know.

Quite simply I need to do the web top up. I either cannot, or do not want to, use other methods.

We have a proper post code. The problem is that the address we were originally given when moving to the premises over 10 years ago is slightly different than the one that is now linked to the post code.

So if I do a post code check I get somethign like this:

Unit 1
Some Farm

But the address at our bank is like this:

1 Some Farm

Subtle, but distinct enough to throw an error.

Most sites have a method of letting you override the post code retrieved address manually (my guess is that there must be a lot more situations like this) but clearly 02 thought they knew best and that the post code database was 100% accurate

Yes, eventually we may change the address at the bank, but that is major hoop jumping, and the times it is an issue is only whe you get badly coded websites like 02.

Re: Postcode checker manual override required

jonsie — Mon, 04 Jan 2016 17:13:34 GMT

Please see my other answer in the thread about payments where you posted previously. No one can blame you for moving your business elsewhere and it's down to O2 to change their systems, not to us as customers to accept their own limitations.

Re: Postcode checker manual override required

Anonymous — Tue, 05 Jan 2016 14:19:08 GMT

For a laugh I tried the phone top up. Fails as well.

Useless. 02 get your act together.

Re: Postcode checker manual override required

Anonymous — Tue, 05 Jan 2016 14:47:18 GMT

Hahahahaha......

Have modified my address so that it matches the system (thought I ought to try and make life easier elsewhere) though the card provider said it shouldn't be that sensitive and should have passed.

Still no joy, and only ONE of my several attempts to pay yesterday were registered at the card provider.

Card provider reset their system to ensure the new address was there. STILL no joy and declined AGAIN.

And then I try once more and get :

www.o2.co.uk is temporarily unavailable

XIP 1903485250

Completely and utterly USELESS.

Re: Postcode checker manual override required

jonsie — Tue, 05 Jan 2016 14:56:30 GMT

A known and ongoing problem, not sure if and when this is going to be fixed. It's certainly not fit for purpose at the moment!

Re: Postcode checker manual override required

MI5 — Tue, 05 Jan 2016 15:14:07 GMT

Join in here http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Any-other-O2-customers-having-issues-with-the-new-ONLINE-payment/td-p/936084

Re: Postcode checker manual override required

Anonymous — Wed, 06 Jan 2016 13:53:58 GMT

In that case it is just that there new system is complete and utter rubbish.

Re: Postcode checker manual override required

Cleoriff — Wed, 06 Jan 2016 13:56:13 GMT

@Anonymous wrote:
In that case it is just that there new system is complete and utter rubbish.

Certainly the new payment system is causing major problems (or should I say 'can't make a payment' system)

Re: Postcode checker manual override required

jonsie — Wed, 06 Jan 2016 14:56:15 GMT

They need this sorting now, there is no excuse for putting in a system that clearly doesn't work and then compound the issue by doing nothing to rectify it.

Re: Postcode checker manual override required

Cleoriff — Wed, 06 Jan 2016 17:19:56 GMT

@jonsie wrote:
They need this sorting now, there is no excuse for putting in a system that clearly doesn't work and then compound the issue by doing nothing to rectify it then sending out default notices!

There @jonsie I have corrected this for you....

Re: Postcode checker manual override required

gindygoo — Thu, 07 Jan 2016 16:39:35 GMT

Yet another customer likely to leave, taking several contracts and payg sims due to the "can't make a payment" system (coining @Cleoriff phrase) being not for for purpose?

@Toby is there any light at the end of this tunnel? Surely they're aware how critical this system is for customers?

It's a huge screw up and although tbqh I'm not shocked it's dragging on, it really shouldn't be. I'm just really glad my DD is set up and functioning as I'd be furious if I was one of the many customers either unable to top up, or even worse acquiring black marks on their credit file due to O2 incompetence 😞

Re: Postcode checker manual override required

Toby — Thu, 07 Jan 2016 16:49:54 GMT

Hi @Anonymous,

Please send me private message about this so that we can explore options to help you with.