Website feedback

[Anonymous]

I hope this is the right place to pass feedback on to the web / back office team because I'm rapidly losing patience with O2.

The long running problem I have is with my username.  Every single time I login, the website prompts me to use my email address instead.  Well I'd love to, but after years of trying, and dozens of email and phone conversations with O2 I've pretty much given up.  It seems my email address is somehow linked to an inactive account, and they have no way to actually link my email address to my account.

It's annoying as I can't receive email notices or bills, and doubly annoying because the website reminds me of this every single time I login.

And recently the website changes to monthly device bill management is a nightmare.  I have to submit expenses to claim my phone bill back, so I need to download a PDF version of the bill.  That is totally and utterly buried now.  The functionality is still there, but you have to hunt through a bunch of pages to find a link, there is no clear or intuitive way to find PDF receipts for bills or PDF receipts for your device plan.

All in all, it's very haphazard, I've been a customer for a long time but this is definitely putting me off O2.

Ross

[Cleoriff]

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@perksie wrote:

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I heard of someone getting through to a manager once, was some years ago though..........

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I hope it was recorded somewhere...for posterity and all that

[jonsie]

Managers are simply the next team member willing to take  a call....been there and done that, not just O2 but also at RBS. Lost count of the number of times I've been a Manager.....

[Anonymous]

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@jonsie wrote:

System say no....what can a customer do....?

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Can't answer that one @jonsie but as a Community Co-ordinator responded in a previous case of customer outrage(http://community.o2.co.uk/t5/Discussions-Feedback/How-shocking-are-o2/m-p/873828#M64151) perhaps O2 could arrange a recorded message on the CS line to assure the increasing number of disenchanted O2 customers that they are "Sorry to hear you're happy [SIC] and you're welcome to discuss your issue on the community".  

[jonsie]

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@Anonymous wrote:

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@jonsie wrote:

System say no....what can a customer do....?

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Can't answer that one @jonsie but as a Community Co-ordinator responded in a previous case of customer outrage(http://community.o2.co.uk/t5/Discussions-Feedback/How-shocking-are-o2/m-p/873828#M64151) perhaps O2 could arrange a recorded message on the CS line to assure the increasing number of disenchanted O2 customers that they are "Sorry to hear you're happy [SIC] and you're welcome to discuss your issue on the community".  

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Happy...? God forbid!