O2 Community

Get help, share tips and chat

Community Ideas

New Message

O2 Chat transcripts should be available on myO2 (app or website)

Status: New
by pgn ‎12-08-2017 15:34 - edited ‎12-08-2017 15:35

I have had occasion to use the O2 "Contact Us" and the O2 Social Media Chat tools a few times recently (along with invaluable support from the O2 Community here, as well as the odd chat or interaction with the O2 Phone support system, both machine and human, on 202 or 0344 8090202).

 

One thing that I have noticed is that the option to e-mail a chat transcript at the end of a chat does not always work - yet it is clear that O2 have access to transcripts of these calls, judging by a response I received to an official complaint I made recently via one of the avenues mentioned in the O2 "make a complaint" link.

 

My idea: Make the Chat transcript between a customer and O2 Customer Support available on the O2 website in the customer's O2 account.

 

I have transcripts going back several years, buried in my mailbox - but there are also ones I have no record of, because the transcript failed to get to me.

20**Personal info** 15_28_29-O2 _ Contact Us _ Help, Support and Useful Numbers.png

I know that calls to the phone advisors via 202 are also recorded, and whilst it would be nice to get access to these call logs on the website, I am not sure if O2 would stretch to releasing their recordings ("may be used for training purposes") or a text-to-speech transcript thereof.

 

However, it would be nice to be able to see all the transcripts of your support calls in a section on MyO2, if only to fill the gap when the Chat session ends prematurely or the system responds with "system busy" when you key-in the e-mail address for the chat transcript at the end of the chat - and the chat transcript disappears into that big Internet BitBucket in the sky...

  

  • Would this be something others would find of value?

Go on - leave a bit of feedback, you know you want to - and you'll always be able to get to what you wrote here on the O2 Community! Feedback

 

O2 a leading communications provider should implement a feedback form on the website to report missing / old / inaccurate information and conflicting old pages that appear in search results.

 

For many years things have been fed back to o2 but little seams to change.

 

An example at the moment if you search for the o2 KFI document this is returned

kfi 09082017.JPG

But the T&C direct you here https://www.o2.co.uk/sites/default/files/2017-07/traffic_management.pdf

Why place a revised document in a different place rather than the standard file location .

 

This is just one pertinent issue many more exist, as customers we need an easy way to feedback the errors we see as we browse

Hi all:

 

Last week due to heavy usage, I received a warning notification and then an overage message for my O2 MBB hotspot (business), and you know what?  I had no way of knowing I was approaching my data allowance until i hit it, as I don't have, and won't have a PC with Flash on it.  And over the past 4 years I've been with O2 business, this hasn't improved one bit.

 

It's 2017, and  getting a simple usage tally on data and charges shouldn't require a degree in computer science and use of legacy technology that my devices don't support.

 

Can we please get a real, useful update on usable mobile access to businss account into?  I'm about to dump this account and go back to O2 consumer (with an app) or another provider.  We've waited too long for this basic capability.

 

Have a great day.

 

/John

 

 

TU go and screen readers

Status: New
by PeterS198 on ‎08-07-2017 22:26

This is a request/plea to your program developers:

My brother is blind and uses a screen reader (JAWS) to navigate round his Windows PC, and Voice-over to navigate round his iPhone.

Composing a text message on an iPhone is possible, but labourious, particularly if it needs editing.

TU go would seem the perfect answer. He could either compose his message on the web page, or use his favourite text editor then copy/paste it into the message section on the Tu go site.

There is, however one massive drawback in that the web page is almost completely inaccessible to him via his screen reader in that tabbing round the buttons on the button-bar, all he hears is "Button Menu collapsed" for each and every button. There is nothing to tell him which button he is on! Tool tips do not work with screen readers as tool-tips are triggered by the mouse position whereas navigation with a screen reader is done via the keyboard.

I am not a HTML expert, but I m sure something can be added to the code to make it accessible by screen readers.

I urge you to look into this for his sake and tor all the others who have to rely on assistive technology

Multi Card

Status: Not applicable
by MI5 on ‎15-01-2017 13:01

Replace the hopeless and never understood sharer tariffs with "Multicard".

A contract - so much more surfing fun

With the O 2 Multicard you get on selected tariffs one or more SIM cards to. Thanks to the flexible multi-SIM, you can simultaneously use your contract on multiple devices.

Time - with the Multicard

You will get an additional SIM card, eg for your tablet.

Phone with your smartphone and surf at the same time via your tablet, no matter where you are. The Multicard option allows you to use your contract on multiple devices.

It is aleady available and proven technology on O2-DE, so no reason to not allow it here and it is much more simple for customers and customer service to understand.

https://www.o2online.de/tarife/multicard/

Status: Not applicable

 

Thank you for sharing your idea, which we have passed to the team that looks after new propositions. Their view is that a product like this doesn’t immediately fit with the business strategy, so they don’t see a multicard being offered any time soon. We will park this idea for the moment and check in the future if the time is right.

Withhold Number function in tu go app

Status: New
by zico225 on ‎26-05-2017 16:25

Hi there.

It would be handy to have the withhold number function like 141 in the tu go app.  Can this be added please? Or is there a way already to do this?  thank you

Request PAC via My O2

Status: Not applicable
by Cleoriff on ‎14-01-2017 09:28

I would like to suggest that we include PAC (Porting Authorisation Code) requests into My O2.

Currently members have to contact customer services which puts more pressure on that service.

We are able to request an unlock code via My O2 so I see no reason why we can't ask for our PAC via this route.

I think there is capacity to incorporate this service within My O2 and would welcome comments. 

Status: Not applicable

 

@Cleoriff Thanks for taking the time to post this idea! 

 

If a customer wants to leave O2 we would always like to speak to them about their decision to see what went wrong and where we can make improvements. This would not be possible if PAC codes were available through My O2. However, we are open to other suggestions on adding services to My O2. 

Tu for PAYG Customers.

Status: New
by MI5 on ‎17-01-2017 10:07

Following on from a question on the forum https://community.o2.co.uk/t5/TU-Go/TU-Go/m-p/1032319#M12405 a debate developed into the pro's and con's of allowing Tu on PAYG accounts.

In conclusion it was thought that a free service would be unfair (@jonsie) but a paid for service would be a good idea (@Cleoriff).

Finally we concluded that a Tu bolt on for PAYG would be the fairest solution, so our idea is a bolt on to allow PAYG users to use Tu for £5 a month.

alexa skill for TU go

Status: New
by choppl on ‎09-02-2017 13:22

Hi 

 

I am a long standard o2 customer and have just discovered TU go. Very cool how it works.

 

As it is completely web based I am wondering whether it would be possible to create an amazon alexa skill which links to our account?

 

Everything is online, including contacts (which allows it to work with any browser). I think it would be cool to be able to send quick messages or even make a quick call using the echo and it seems a service such as TU go is tailor made for it.

 

I have looked into IFTTT but support seems to have dried up.

 

Just a post to gage interest really and to ask whether there is anything in the pipeline

 

cheers

O2 Live Ordering System

Status: New
by Cleoriff on ‎11-12-2016 09:05

O2 must look at implementing a Live Stock Ordering system as soon as possible. Other retailers have this and it appears to be normal practice for online shopping. It would remove frustration of customers ordering any phone or device and waiting weeks for their order to be available.

People should not be paying for goods, or starting contracts on none available products.

To support this 'idea', I will mention that I buy 99% of goods online.

I use retailers such as Amazon, Argos, Tesco Direct, George.com, Game, JD Sports.

Some show out of stock immediately. Others show the number remaining in stock. Next (online) will tell you when goods are back in stock.

The important issue is, if an item is out of stock, I then have the choice of going elsewhere.

Lost or Stolen My O2

Status: New
by jonsie on ‎14-01-2017 10:28

It seems you can do most things in My O2 these days. The idea has  been put forward to be able to get your PAC so to follow on from that, how about the ability to report your phone lost/stolen. 

I know you can call, staying through the IVR to the death,or by online form but how many customers know these things?

A link in My O2 makes sense especially as the department is open 24/7.

PAYG Top up options

Status: Not applicable
by MI5 on ‎17-08-2016 10:26

My suggestion is for a choice when topping up to choose between allowances or credit only. 

This would help customers who are travelling abroad who need credit for calling rather than allowances that can only be used in UK. 

When topping up online an option could be added to choose between "Bundle Allowances" or 'Credit Only"

Status: Not applicable

Hi guys,

while not a direct solution to this idea, we have recently released the brand new Pay As You Go tariff to help provide customers with ultimate control over their credit. Check out our announcement thread here for our new “Classic” tariff if you've not already: http://community.o2.co.uk/t5/Welcome-News/O2-launches-Classic-Pay-As-You-Go-today/m-p/1017788#M18905

Can O2 to send their PAYG customers ANY form of notice for when their number is about to expire if they haven't made a qualifying call or top-up for 6 months?

Status: We're looking into this idea

Hi guys,

We're looking into this one and how we can implement it in some form. No concrete updates as such, but we'll update Smiley Happy.

Community App

Status: Not applicable
by jonsie on ‎18-08-2016 10:28

This is not a new idea. It's one which was suggested a few years ago and admin at the time were keen on implementing it. It never got off the ground unfortunately and no reasons were ever given as to why not.

I would like a standalone app, with notifications for messages, mentions, new threads, the possibilities are endless

Surely the infrastructure is already there ie. You can sign into the community via My O2 which I find a little cumbersome to be honest. I open My O2 purely to look at my account and charges.

I'm sure the extra traffic, extra new members and promoted via new contracts and in-box leaflets would be of benefit to both O2 and their customers...

Status: Not applicable

Hi guys, we’ve looked into the possibility of creating an O2 Community app but with the potential costs, time and resources involved, we feel we can achieve a similar result (a better experience on mobile devices) by focusing our efforts and attention on making improvements with the mobile version of the O2 Community. The team already have some ideas for where to start but we’d love to hear your thoughts, ideas and input at any time Smiley Happy

Hi - I have two O2 contracts - one personal and one for work.  When I travel abroad I use TuGo on both phones.  It would be really cool if I could leave my personal phone at home when I travel and access both numbers through TuGo on my work phone.  Is that something that could be added?

Guidelines with new PAYG Sims

Status: New
by gmarkj on ‎18-01-2017 08:35

Despite being one of the "junior" members on here, the number of times a PAYG customer comes on saying they can't top up online is ridiculous.

Every time the advice is that the first top up needs to be either a voucher or in an o2 store, but this notice is not included with the SIM or new phone.

In order to make customers lives easier, and presumably reduce the stress for call centres/live chat (as well as the customer) I suggest that this advice is included in the packaging for PAYG sims.

It would not cost that much to include a couple of lines of text stating this, which would far outweigh the time and cost for o2 call centres and live chat who have to answer this query.

Hi

 

Can O2 offer a service where I can obtain a top up service for calls and texts, and have DATA disabled on the SIM?

I have a smart phone, but am a very light user, in the past I have had software updates and this ate into my balance and I ended up getting a monthly package - which I don't get any benefit from whatsoever.

 

Can O2 help/offer this service?

 

Thanking you in advance

I'm not sure if this has been mentioned.

 

But with Vodafone, Tescos, BT and a few other providers, you can set you own things to block or not to block.

 

like premium rate numbers, receiving premium rate SMS, international calls, data useage and so on.

 

i can't do any of these manually with o2 and have to call,  but the best thing is that I don't even know what o2 have and what I can and can't block. 

 

Why is is there nothing on the web, app that we can make our own changes.

 

vodafone do have the best. But even Tescos have the basic which o2 don't.

I've seen it mentioned a few times on here in different threads/reviews, so thought I'd suggest it and see how many others have similar thoughts. Smiley Happy

 

Lots of data enabled tablets sold by O2 have built in functionality to enable calls and SMS to be sent/received, however they're sold on data only tariffs meaning you're not able to make use of these functions.


I fairly recently bought the Xperia Z4 tablet following some fantastic recommendations on here, and it would be great if I could have the option to use it for calls/SMS on occassion. Don't worry, I'm not thinking of walking down the street with a tablet to my ear, haha, however it would be fantastic for conference calls and also quick message exchanges.

 

Unfortunately the data tariff doesn't even allow calls/SMS at standard rates (not that it would be a massive improvement if it did, due to the cost) therefore it would really help if either standard tariff's or even bolt-on's were available for tablet contracts to add this extra functionality. 

 

What do you guys reckon? 

Status: O2 already has this feature

Tablet & mobile broadband SIMs come with 100 SMS which is included mainly for validation/verification where required, but can be used as a normal SMS if required. Cellular versions of many tablets don’t support voice calls over a typical mobile network, which is why we don’t have a voice allowance on these SIMs. You can still make calls via popular apps such as Skype, WhatsApp and Facetime – these use whatever data connection is available, whether that’s Wifi or your monthly data allowance.

 

Check here for all our tablet & mobile broadband SIMs:https://www.o2.co.uk/shop/sim-cards/sim-only-deals/#/sims/tariffs?deviceType=tablet&contractLength=P...

As we often get complaints from customers who get disturbed overnight by notifications from O2, how about an option within MyO2 for those who want notifications on to be able to choose a time slot.

Say midnight to 8.00am, 8.00am to 12.00pm, 12.00pm to 6.00pm, 6.00pm to midnight?

That way, no one needs to be woken by a text that could have waited.

Status: We're working on this idea

Good news: this is now being worked on. Smiley Happy At the moment we are reviewing and analysing the feature and assessing complexity. Once we have more info, we'll let you know!

Top Kudoed Authors
User Kudos Count
5