Hi just a quick post (first time) to alert users of Iphones as to the service you receive from O2. Four years a customer and then suddenly every month for last six months I get a text saying I am about to exceed the data limit. Below is a transcript of my online chat today with O2 customer services, and the fairy tale I was told before being disconnected by manager extrodinare Sanjeev. This is possibly the worst example of customer service I have experienced.
Welcome to O2. Someone will be with you soon.
You're through to 'Jacinta'
R: I have an issue with my data allowance. I have tried to contact you about it but the advice was poor and no resolution was offered. I have been with O2 for a number of years and I feel that I am not being valued as a customer
Jacinta: Hi I'm Jacinta. How can I help?
R: I am sorry but I don't believe that apps running in the background (which i have none of) could be using 500MB of data in 20 days.
Jacinta: I'll check this for you now.
Jacinta: Just need the last two character of your security answer?
R: I am paying you quite a bit for my contract and most of the time I am on wifi. The phone doesn't get reception 50% of the time however you are stating that the phone is able to download data
R:
R: O2 service is rubbish
R: very unhappy customer
R: made more unhappy by looking at your available tarrifs
R: and realising that I am paying over the odds for poor service
R: I called two days ago got through to a service representative who told me that 500MB could be used by background apps in 4 hours
Jacinta: Perfect. You've got it right now 
R: rubbish thats what maybe 10 albums worth of MP3s
Jacinta: Give me few minutes, while I check this for you.
R: I asked to speak to cancellations however when I was transfered the signal died. No one called me back
R: Is this an automated service?
Jacinta: No.
Jacinta: You're chatting with a live person.
R: Could you please shed some light on the data issues I am experiencing
Jacinta: I'm still checking this for you.
R: For four years no problem with data last six months runs out way before billing date
R: No change in my usage
R: Now you have throttled my data services, which makes the phone useless
R: I am already paying you between £45-80 per month
R: you are offering a 2GB allowance for £39
R: so I feel i am being ripped off by O2
Jacinta: Give me few more minutes.
R: A few more minutes for what?
Jacinta: You can change your tariff to £34
R: and what does that give?>
Jacinta: That includes unlimited minutes, unlimited texts and 1GB data bolt on.
R: that doesn't answer my question about the data usage?
R: im sorry but I don't believe that 500MB has been used checking emails
R: 3 mobile offer unlimited data for £18
Jacinta: I'll let you know what you can use for 500 mb
R: and I'm sure they would value my custom more than O2
R: I know what i can use it for
R: For £80 a month I expect better service than I am getting
Jacinta: I can see that currently you're paying £42 including data bolt on.
R: whats the average bill?
R: whats my average bill?
R: so yes its a £42 contract
R: but I regularly pay more than that
Jacinta: Let me check the extra charges.
R: So its a bit offensive that I keep getting texts to pay extra for another 500MB of data
R: especially as I say I am most of the time on wifi
R: so again how is the data being used?
R: its either a problem with O2 or a problem with Apple
R: which one are you saying it is?
Jacinta: Give me few more minutes, so that I can help you with this.
Jacinta: Thanks for waiting.
R: Please provide a response regarding the question RE: Data Usage. Is this a problem with O2 or is it a problem with my IPhone? Because I have not used/downloaded or installed any apps capable of using 500MB of data in such a short period of time repeatedly
R: Are you still there?
Jacinta: Yes
R: Any response?
Jacinta: Yes.
R: because this is just making me more angry and determined to leave O2
Jacinta: You need close all of the applications after you've used the internet service.
R: I have done that and it still happens
R: I followed your reps advice to the letter last month
R: any other thoughts or words of wisdom?
R: I intend to post this conversation on the internet as a demonstration of poor customer service by O2
R: I feel like I am talking to myself
R: Nothing more to say?
Jacinta: I'm sorry I was just going through your chat.
Jacinta: Give me some time, while I read your query.
Jacinta: And I'll see what the best I can d for you today.
R: what have you been doing for the past 20 minutes?
Jacinta: *do
R: this is wasting my time....
Jacinta: I was going through the bill details so that I can check where you've using your data allowance.
Jacinta: I've read your quey and it's about the data issue that you're facing.
Jacinta: I'm checking your bill and let you know what can be done to resolve this.
Jacinta: Just to confirm you use wi fi on your phone, right?
R: yes
Jacinta: Alright?
R: I am a sky customer
Jacinta: I'll explain it to you now.
R: I have free wifi usage through them
R: at hotspots all over london
Jacinta: Okay.
Jacinta: As you know that your data is been used up at midnight 00.00.00, right?
R: what?
R: please carry on enlighten me
Jacinta: The data is used up in the back ground as some of the app are running if its not closed properly. This is the first reason.
R: i state again i will post this conversation online once you have finished this fairytale
R: at midnight i am at home and I have wifi
Jacinta: The second reason is that when you use home wifi or phone wifi. If any time your wifi connection cut off.
Jacinta: You're connect to phone data which is 3G.
R: its never cut off
Jacinta: In this case your data allowance is deducted and the usage is updated at 00.00.00.
R: are you pushing this problem onto sky?
Jacinta: Okay. Can I know the make and model of your phone?
Jacinta: Its not that I'm pushing the problem to sky.
R: Iphone 4
Jacinta: This is what usually happens and are customer is not aware about it.
R: Thats rubbish
R: why has this only started to happen in the last 6 months
R: ??
Jacinta: Robert, please be calm and relax. If this is not case, let see what's the exact problem.
R: I have been with sky longer than with o2
Jacinta: I've a technical team with us, I'll quickly go to them and see what's the issue.
Jacinta: Don't worry.
Jacinta: I'll try my best to help you today.
R: I'm not worried or angry
R: I think this is farcical
Jacinta: Yes, I completely understand what are you saying.
R: I am actually laughing at the excuses being stated as fact
Jacinta: If I'd be in your place, I'd have question in the same way as you are doing now.
Jacinta: Because at the end, you need to know as what is the problem which is consuming your data.
R: Just one more question....
R: If as I say I have enough problems making calls, how is data being downloaded?
Jacinta: These are the fact above which I've given. This Usually happen, Robert and this why we ask the customer to close the apps correctly when you go to internet.
R: So i can't get a 3g connection to make a call in westminster
R: how can it be using data?
Jacinta: Okay, you mean you can't get network to make calls. Right?
R: yes
R: so explain data usage
Jacinta: I just had a word with a technical (Guru) advisor.
R: and there are no apps open in the background on my phone
Jacinta: There are saying that, this happen because of software as well. Okay, if they're no apps open then its fine
R: so you are saying that its apple?
Jacinta: I'll give you a link, you can update your software and I assure you this won't happen again in future.
Jacinta: You need to update your phone sofware.
Jacinta: *software.
R: I have the latest phone software
Jacinta: Its the software issue.
Jacinta: Click here and upgrade the sofware:
R: what software?
Jacinta: You can go to the link given and check if the latest software is updated on your phone.
Jacinta: The link, will give you clear idea as how to update it on your phone.
Jacinta: While you do that, I'll wait for you.
R: my phone is up to date iOS 6.1.2
Jacinta: Let me check that.
R: it has been up to date since the upgrade came out
R: and before you ask i update via my home mac
Jacinta: Yeah, its the latest one. But request to download it again.
Jacinta: Alright. Just try to download the software again. Delete the first one which you already updated.
R: how can i download again when you have cut off my internet?
R: my phone is up to date
R: I really need to contact apple with this issue
Jacinta: Okay. Hold on.
Jacinta: I'll speak to our team again, about this.
R: Am sure that what you are saying or what your guru is saying is complete rubbish
R: my phone clearly states that the software is up to date
Jacinta: There is a know issue with all the iPhones that all the apps running on your phone consume data.
R: I have no apps running
Jacinta: Robert, I'm trying my best to help you and if you software is already updated.
R: we are going around in circles
R: I understand you are
Jacinta: Then definitely its the apps which are running, like facebook, social networks apps and more which are consuming your data.
R: I do not use these services
R: Long and short of this is that o2 lose a customer
R: I won't be renewing once this contract ends
R: I'll move to one of your competitors
R: and maybe they will appriciate my custom
Jacinta: Robert, stay connected while I transfer you to our Manager. You can speak to them.
Jacinta: Is that fine?
R: OK
Jacinta: Thanks
Jacinta: Give me few minutes, first I need to speak to my Manager.
R: OK
Jacinta: Thanks.
Jacinta: Before transferring, I'll confirm you.
R: ?
R: confirm?
Jacinta: I'll confirm you, before transferring you to my Manager.
Jacinta: Stay with me, Im transferring you.
R: could you ask your manager to supply information provided to O2 customers regarding this known issue with Iphone? also when this information was sent to customers.
Jacinta: Yes sure, he'll look into this and talk to you.
Jacinta: Stay online.
R: and in what format this information was provided
R: because I am sure that I missed the memo
Hold on. You're being put through to Sanjeev.
You're through to 'Sanjeev'
Sanjeev: Hello.
R: or is it just a case of O2 boosting profits by not alerting customers to known issues
R: hello
R: please review this conversation and provide a response
Sanjeev: Sure
Sanjeev: Give me a minute more.
R: Before we begin I have to alert you to the fact that I intend to post a transcript of this conversation online as an example of the poor customer service provided by O2
R: and thats no reflection of Jacinta
R: who has tried to help
Sanjeev: I understand.
Sanjeev: As my colleague has explained, that some applications use data .
Sanjeev: I haven't heard from you for a while. Are you still there?
Sanjeev: As you haven't said anything for a while, I'm going to close the chat. I'm sorry we couldn't finish it. If you need anything else, click here to send us an email.
- 151885 Posts
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- 151885 Posts
- 650 Topics
- 28847 Solutions
