on 15-03-2013 20:09
on 15-03-2013 20:09
I have read lots of complaints about this - but I still wanted to do it myself. Two weeks ago I contacted support and was told that it can only be changed on expiry, and they would set my family group not to be renewed. A couple of days before the renewal was due I got a text saying that it would be renewed and the (standard group) fee taken from my account. I called again ans was told that it really was cancelled this time.
On the day it expired I was charged for the extended group, so tried to add new members, and it didn't work. I phoned up and they said (you guessed it) that they would have to cancel my standard group and that I would be able to add the numbers in 24 hours.
48 hours later I tried again and it still didn't work. I contacted support and they said they would do it for me. I gave them the numbers and they said "which numbers do you want removing". I told them none - that's why I had switched to the extended family bolt on. They said "just a muinite" and after a few minutes they said that they couldn't do anything themselves but had passed it to support who would get back to me.
Surely extending a family group is such a common requirement that this should be a smooth or even an automated process. I have been waiting two and a half weeks since I originally asked to extend the group. I'll let you know when they finally do it!
on 15-03-2013 22:01
on 15-03-2013 22:01
The o2 family bolt on is riddled with problems with a lack of support from o2 I have complained and complained but they still cannot get it right it really is a poor show on o2s part
on 18-03-2013 20:41
As an update I am now being charged for calls to family group members, but they still show up on the web page and I still cannot add any new ones. I guess I should have taken more notice of other people who warned that upgrade like this one, this one, this one, and this one where someone said it took over 8 weeks to have it sorted out. I now have been charged for the extended bolt-on since the 13th and am now not even getting free calls to the members of the basic bolt-on.
I can't believe that O2 have not sorted this process out since 2009!
on 20-03-2013 08:55
Another update.
I tried again last night but did not have time to call customer service. I still cannot add users and I am still being charged for calls to group members. I still have not been contacted by the "support group" who this has supposedly been passed to.
on 20-03-2013 19:45
OK after having been told that it would all be sorted by the next day on Monday I have now been told that they will have to de-activate the current bolt on first ... the very thing I asked for them to do three weeks ago when they told me I had to wait until the 13th.
This time I kept a full transcript of the conversation. So again I am told it will be sorted tomorrow - though I asked three weeks ago, was charged for the extended bolt-on on the 13th and am now being charged to call numbers on the original bolt-on. I'm not holding my breath for it to be sorted tomorrow, I'll let you know if it is
on 20-03-2013 21:08
I wouldn't hold your breath mate it took them 3 months to sort mine out but I was fully compensated throughout
on 21-03-2013 19:03
@Anonymous wrote:I wouldn't hold your breath mate it took them 3 months to sort mine out but I was fully compensated throughout
You're right - it's still not working today.
on 21-03-2013 19:47
I cant say I'm surprised they really need to sort out the family bolt on its getting beyond a joke now and even complaints seem to result in nothing
on 21-03-2013 20:09
I just had two chats. The first one unfortunately I forgot to keep the transcript but I was told that the five numbers from the old group were now working and the others would be added in a couple of days. I told him that I didn't believe it and would test it after the chat - and sure enough I was charged for a call to a group member.
Anyway I got back on the chat, this time saving the trnscript, and despite being told at one point that all texts and calls to o2 numbers are free (they're not on my tariff) I have now been told that it will be sorted in 3 to 5 days more. Again I'll believe it when I hear it ... As you can see in the previous message I have been told many times that it would be sorted by a certan date just for it still to fail.
@Anonymous wrote:I cant say I'm surprised they really need to sort out the family bolt on its getting beyond a joke now and even complaints seem to result in nothing
I find it hard to believe - they must have spent more in support than it would cost to fix and automate the system.
on 21-03-2013 20:44
I am currently in conversation with an o2 person from the social media team that Leonard the community manager helped me get in contact with he is trying to look into these family bolt on issues with o2s tech team but so far its very slow going they just really cant seem to sort this out but I will let you know if I hear anything I hope you manage to get it sorted soon make sure you push for compensation as your paying for a service and not receiving it