Customer Service Is A Joke

[Anonymous]

First of all, apologies for the title.

However, I have not been helped at all. Here's the story.

My account resets on the 2nd of the month. Unlimited calls and texts and 5GB of data.

Today I have just received notification that I have used all of my data. I cannot belive that this is true. Considering I have been connected to my home WiFi for 4 of the 7 days since reset, I don't think I've used 5GB.

I used approx 4.3GB during the whole of the previous month's billing cycle. Going through the breakdown of the data used on specific days in my bill.

So I phoned up customer service to query this. I was told was that according to the systems I had used all of my allowance. I asked if they could please access this month's bill to date and forward the breakdown of days so far. For some reason this cannot be done. Why?

I was then told to refer to the MyO2 app. This is no use. It's showing I have no data. That is all it is showing me. I was told to use my phone and check that way. Unfortunately I do not reset my phones statistics each billing cycle so I won't have an accurate reading. Something in which I think I'm going to have to do in the future.

I then decided to check with the website and was found the below information.

So with no help and being told I can't see my bill until the 2nd of February, I am left with no data despite being told I have 4.12GB available on the website. I have attached a screenshot below. 4.12GB seems like a much more reasonable number to have left over after this first week. Being told one thing by customer services and another by the website is very annoying.

I don't download songs/movies/photos using my phone. I seldomly stream videos or music or photos outwith my WiFi network at home. All my phones is used for is checking a few tweets and emails outwith the house.

All I ask is why isn't this information (the bill currently in cycle) available to me so I can investigate further and make sure an app isn't exhausting my data without my knowledge. The lack of cooperation from the customer services department is abysmal.

With my contract renewal coming up in September of this year, it doesn't look too favourably towards me renewing with O2. I will most definitely be looking to take my business elsewhere.

[Anonymous]

If the website says you have 4.12gb of data left and the data count updates every 30 minutes, then I don't see how @Anonymous (or MI5's young lady) could possibly have used all her data.

Now I know naff all about iPhone but I just want to throw an idea out there (I might be talking out of my jacksie in which case I apologise in advance).

On my Note 3 there is a setting available where I can instruct my device to stop using gsm data once usage breaches a certain amount. Could it be that that is stopping people from using their data that appears to have gone missing? O2 are saying there is 4gb left. ....

Just a thought 😆😆

[Anonymous]

It would be useful if such a feature / settings was available on the iPhone. 😔

[MI5]

Only if you turn data off completely.

[Anonymous]

So something else Apple doesn't do that Android does.

Ok it was just a thought guys n gals.

[Anonymous]

A reasonable thought too. 😊

[MI5]

Send in your suggestion Nick

[Cleoriff]

I am sure Apple will listen. It may cost them money to re-invent the wheel...but hey whats a few million among friends

[Anonymous]

Nah @MI5 with their $bns in the bank of they can't work it out. ......

[Anonymous]

service is terrible O2 my hagandaz wasted 3 hours quick in taking your £ never again signals weak as service is

[jonsie]

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@Anonymous wrote:

service is terrible O2 my hagandaz wasted 3 hours quick in taking your £ never again signals weak as service is

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Apart from service being terrible there is little else in your post that I can understand. Check your area by inserting your postcode 

http://status.o2.co.uk/