o2 Website problems...

[Anonymous]

A long standing issue this one... I can't remember a time when any parts of the o2 website were a highly rewarding experience.

Generally I just sigh, sit on my hands for a while (soemtimes hours, sometimes days, and sometimes months) and things get sorted out eventually.

This time I decided to do something about it. But what? Phone up to inform/complain? To whom? Who (that I'd get to speak to) would care or be able to influence the situation?

So, since it was a web-related thing as opposed to a service problem with the phone or network or a billing problem, I thought I'd register here and flag up the issue. Unfortnately, all I see are a whole bunch of disgruntled customers and not a lot of postitive or useful feedback from anyone within O2.

But let's try anyway...

I received an email from O2 two days ago to say that my latest bill was ready to view online. It quoted the total amount due and gave a link to access the account and view my bill.

But when you log in there are no links to actually view your bill. It's as if they've been removed because there's something wrong with that part of the site and they've had to be disabled to keep the rest of the site going.

How Mickey Mouse is that for a huge IT company?

As an aside, I've noticed that the webpages of this forum don't display accurately either (using IE8). That's just poor web designing and adds to the poor reflection on a company that should be at the forefront of supplying its customers with high quality IT products.

There's a lot that's good about O2... The network coverage and reliability (the cornerstones of why I have a mobile phone) are pretty good and I like the O2 priority access to gigs but this poor excuse for a website is a constant irritant and a waste of much of my time.

Would anyone from O2 like to comment (or better still, get the website fixed!)?

[adamtemp64]

bad news o2 do not post here it is a customer based forum.

[Anonymous]

What's the point then?

We're supposed to sort out our own problems?

Guess I'll just hack into their system and fix their dammned website myself. :grr:


But thanks for the response. It's cathartic to know that I've been listened to, at least.

[Anonymous]

I joined just to help you out as you seem so desperate.

From what your telling me I think your problem lies nearer to home.

There are multiple reasons why a webpage cannot display as it should.

Cookies - Some websites require cookies turned on.
Advert/Spy blocking software can sometime interfere with how a page should look,
but my choice would be Java or JavaScript is disabled or turned off.

I do not know what browser you are using but your problem lies on your PC.

Phil

[perksie]

I joined just to help you out as you seem so desperate.
From what your telling me I think your problem lies nearer to home.
There are multiple reasons why a webpage cannot display as it should.
Cookies - Some websites require cookies turned on.
Advert/Spy blocking software can sometime interfere with how a page should look,
but my choice would be Java or JavaScript is disabled or turned off.
I do not know what browser you are using but your problem lies on your PC.
Phil

Wrong, this website is known for it vagaries, today someone tried to view the 12 month Simplicity contract, I tried it as well, and it told you you had purchased a new phone.

That is one among many persistent faults here, we get used to them, but new customers often have much difficulty.

I don't know of any other site with so many faults, so I doubt very much if it's the computer.

[perksie]

What's the point then?
We're supposed to sort out our own problems?
Guess I'll just hack into their system and fix their dammned website myself. :grr:

But thanks for the response. It's cathartic to know that I've been listened to, at least.

You can try reporting it here:

http://getsatisfaction.com/o2

but nothing seems to get done.

[Anonymous]

I filled in an online support form and got the following response:

*************

Good evening Peter

Thanks for your email about your online details. I'm sorry you're facing difficulty viewing your bill online. I'll surely help you.

Peter, I've checked your account and can see that your mobile number wasn't updated on our system. I've updated your mobile number on our system and you shouldn't face any such problems in future.

Your Pay Monthly account number is **********. I've confirmed your Username as ************* (please type it exactly as it appears here, without any spaces).

You'll be happy to know that I've sent you a text message on your mobile with a new randomly generated password. As soon as you sign-in using the new password that you've received, you'll be asked to change your password.

You can also change your password using the steps below:

etc... etc... etc...

*************

Which doesn't explain why I dropped out of the system in the first place but at least I'm sorted out now.

And this website seems to be displaying better all of a sudden too.


Thanks to all contributors and sorry to have taken so long to post the good news (they did reply a lot more quickly than I've got round to closing this thread).

[perksie]

Just glad you got it sorted out, CS can be good when things like this happen, but why do they keep going wrong in the first place?