I’m having an issue in joining the Virgin Media wifi network on TFL trains and stations, which I can tell you IS an O2 fault (for everyone on here saying that it’s down to Virgin Media).
I have literally been going around in circles for several months with Customer Services - by chat and over the phone. I have dutifully followed every instruction I have been given. I even waited a week (!) for a scheduled call from an O2 technician (supposedly ‘booked in’ by Customer Services) which never materialised.
As a new O2 customer (I was previously with Three) I am horrified by the lack of support and service I am being given. With Three, you can call up and ASK for technical support from a technician. With O2, the mysterious technicians have a ‘one way phone line that only allows them to dial out’, apparently.
I can’t believe the hoops customers are supposed to jump through, just to ‘join O2 wifi’ in order to be able to get Virgin Wifi on TFL. Standing around on street corners waving my phone around to find an O2 network is quite frankly a ridiculous registration method.
Having trawled through these message boards for some clue as to how to resolve the issue myself, I can see this is NOT A NEW PROBLEM. There are posts on here reporting the same issue, going back at least as far as 2015.
When I try to connect, I get the following message : ‘Sorry, but wifi on the Underground is only for people on O2. If you've just joined us, it might take us a few hours to sort out.’
Yes, I am an O2 contract customer, and yes have signed up for O2 wifi (months ago).
Yes, I have tried the method of ‘deleting my O2 wifi account’ (which you can’t btw, as the link on your website is broken and there is no O2 wifi app for iPhone)
Yes, I have stood around on the street to connect to O2 wifi, delete my account, and then repeated this inane process 48 hours later in order to be ‘forgotten’ by the network so I can rejoin again afresh.
Yes, I did wait another 48 hours before trying to connect to Virgin TFL again.
NONE OF THIS WORKS.
With Three, I never had a single issue signing up and connecting to Virgin’s service.
I seriously can’t believe how much of my time and effort this process has wasted. I’m getting very close to cancelling my O2 contract and moving to a new network.
Please can someone qualified contact me to resolve this issue - and solve every other customer’s misery by creating a user friendly registration process.
