Contract renewal and Familiy Plan

[Anonymous]

Hey team

We had four phones out of contract and not on a family plan. I went through a couple of hours discussion for renewing contracts and we agreed on a package on the basis of having a family plan to make it fall inside our target budget.

However, the family plan isn't automatically added. The customer has to start sending texts to O2 including 4 ten-digit phone numbers. Then the response is we'll be back in 3 working days. That's eating into the cooling-off period without providing the deal we'd agreed upon.

Why does O2 make this hard? The inclusion of the family plan was a negotiating point from O2 and key to the agreement. It should just be added in the contract renewal. All the handsets here are under one account already. As a software engineer, I don't see the sense in using another legacy error-prone system for managing this part of the deal. It looks like it's a throwback to the 1990's designed to trip the customer up.

Yours sincerely

MrBlueScreen

[Cleoriff]

Hi @Anonymous 

Full details about the family plan are here https://www.o2.co.uk/family-plan

If you are having any problems at all, the best thing is to give customer services a call (don't use live chat) and they may be able  to get this sorted more quickly Guide: How to find help & contact O2 

Best of luck and welcome to the forum

[Anonymous]

Thanks for the reply.

I appreciate you're trying to be helpful, but the opening post didn't report any issues with finding the instructions or following them.

The point was rather having to an SMS dance, use the correct passphrase 'LOYALTY' and enter four ten-digit telephone numbers is completely antiquated. And having to wait three business days for a potential failure during your cooling off period? Not a good customer experience.

Nothing else to say here.

[Cleoriff]

Fair enough, although I also suggested you contact customer services in the hope they could do this more quickly for you.

[jonsie]

The system is totally antiquated and the problem is that customer serice have no way of overriding the 'system'. They treat it as a god and that it is never wrong. It's high time it was completely overhauled but that costs money. At the moment their systems are anything but high tech and it's left to the customer to keep chasing things up. That, I find unacceptable in 2019!

[EmilieT]

@Anonymous I'm really sorry to hear you've been finding this process time consuming, and thank you so much for sharing your feedback with us - We'll pass on your comments on the Family Plan process to the Business  

That being said, if you need any help with the setup of your plan or if there are any further feedback you have, please do let us know here and we'll either try and help or pass on more of your suggestions and feedback!