O2 or is it Oh boo?

[Saveme]

My o2 experience has been dreadful. I was transferred from Virgin at end June. Prior to that in My, mobile data roaming in Spain and Portugal worked fine. Wouldn’t work when back in those countries in November. Called 2 advisors who were both helpful but couldn’t resolve my problem. Promised their IT dept would get back to me in max 10 days. Left me in a tricky situation as I couldnt use internet for anything like meals, addresses etc etc. Tried to research problem and the o2 Community suggested I change the Mobile Data APN and this worked.

Returned to UK and nothing from o2 IT (now 17 working days after promise)

Tried to call o2 twice in last few days about all this. My line to India was very bad and I had little idea what the person was saying. But within an hour, I was informed by text that I was getting a new SIM card. Today, I tried to find out why and what if any difference it would make. Had to use landline to make the call (mobile just couldn’t connect) spoke to someone in India who needed to do some research and after a total of 20 mins, I was just cut off. Really exasperated.

Complaints: 1) Transition from Virgin to o2 didn’t work 2) Advisors we’re not knowledgeable 3) IT department has not responded 4) Only contact method is via India where the connection is too poor for my phone - why no email? 5) Cut off during advice and no effort made ro re contact me.

Is there a really good reason to stay with o2? If yes, how do I make it work for me?

[gmarkj]

The whole transfer has not been well managed @Saveme. We see lots of complaints of things going wrong. Admittedly we don't know how many go well as they probably have no reason to be here!

o2 should have sent you a new sim card for the transfer.

Do you have an iPhone? o2's systems need you to have something called the iData bolt on if you do so that everything works while you are away.

If you need to contact customer services we recommend calling just after 8am.

[Saveme]

Many thanks. I guess from what you are saying (and my experience so far) is that it is best to only have low expectations of o2. Interestingly, both the Telefonica and Liberty Global share prices (they jointly own o2), are trading at about about 50% of their value of 5 years ago. Perhaps that tells us something.

[MI5]

As long as you don't expect anything a regular network would provide you won't be disappointed.

[Bambino]

@Saveme If you find no good reason to stay, here's how to leave: Cancelling your contract - An updated guide - O2 Community

[Enlli]

The joint venture is between two  that have made no secret about getting out of the UK

Join together, creat synergies then flog off to some hedge fund

[Oxonian]

@Saveme 

You mention complaints ; please bear in mind that this is a customer to customer forum and that nobody from O2 will read your post or act on it. There is a formal complaints procedure but that will put your issue on hold whilst your complaint is resolved. I suggest that you follow the advice of @gmarkj and 'phone Customer Service just after 8.00am. That will maximise your chances of getting an advisor in a UK call centre, as they tend to be more experienced. 

The main reason to stay with O2 is that Customer Service is mediocre across the UK mobile network operators. Hence, if you leave, you are likely to find that Customer Service is no better elsewhere. Review of the other networks' customer forums will give you a flavour as to who has problems with what.      

[jonsie]

Complain?

Now there's a common theme....