Long term customer at the end of his tether

[Anonymous]

I've been with O2 since they were BTCellnet and have been very happy up until a couple of years ago.

O2 insurance has gone right downhill. My latest experience was that they didn't have my model in stock and so offered me 3 replacement handsets, but the 3 they offered me were 2 years old and 5" devices whereas mine is a 6.4" phablet. Because I wasn't happy with the replacements offered, I was told I had to wait for mine to come in stock which took over 3 weeks. Not so long ago, I always had a replacement phone within 24 hours, and if mine wasn't in stock, they offered models that were currently being sold on the website.

Then I have the issues of calls not reaching my phone, people trying to contact me saying they're getting the message "this phone is not in service".

Data speeds, unless on 4g are way slower than other networks, even when I have an H+ connection, just loading google can take forever.

The data allowances are far too restrictive and too expensive, so streaming is pretty much out of the question. What use is 4g if you can't stream music and video. 

Customer services, who used to be the best amongst any I'd used, are now mainly the usual script readers who don't have any idea on how to actually help you.

My latest android handset came with a locked bootloader so I wasn't able to load custom roms. This I see as criminal as I am buying the device and it's perfectly legal for me to run whatever software I like, I don't see why O2 should dictate to me what software to run. The O2 branded android ROM is buggy and crashes frequently, so I've had to settle with running an unbranded stock rom.

And finally, now that I'm moving network, O2 are refusing to offer me an unlock code for my device. The plan is paid off in full, but they keep claiming that it isn't an o2 device. I've tried the webform, customer services, and raising it to managers, but no-one can do anything about it. It's locked to the o2 network and was bought directly from them, so obviously they have the ability to unlock it, they're just being unhelpful or just aren't trained enough.

I'm fed up, and off. They used to be one of the best networks around, the last couple of years unfortunately, they've just given up on being humane. I only hope the buyout by Hutchinson will turn them around.

My condolences to all of you under their wing, and I hope you make it out alive.

Comiserations

[jonsie]

Unfortunately the O2 store cannot unlock your phone. The best they could do is to call customer service or let you use the phone to do so. Fire off the complaint today but there is a 7 working day turnround for that. Your only immediate option is another escalated phone call to customer service and hopefully getting through to someone more helpful.

[Beenherebefore]

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@Anonymous wrote:

And finally, now that I'm moving network, O2 are refusing to offer me an unlock code for my device. The plan is paid off in full, but they keep claiming that it isn't an o2 device.

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Are you saying the phone plan is paid off ?

[Anonymous]

That's what I feared. Well then, I'm forced to go with a dodgy service.

I've logged a formal complaint with O2 and the ombudsman.

O2 Customer services managers are trying one more time.

Even the cancellation team weren't able to do it.

Useless.

[Anonymous]

I see things differently, to me O2 is outstanding in every aspect, and trust me I've been with all the major providers, all other major providers lack one way or another however O2 does not, I will admit O2 is abit pricey but it's worth what you pay. There are things in the background most consumers don't/won't see, but effect there phone significantly in many different ways (speed/battery life/reception) etc. I like the fact O2 are always pushing out carrier updates & continuing pushing this network forward. Unlike many others that can't even be bothered to update there carrier profiles therefore the device suffers for that reason. The carrier & manufacturer have to get along as well otherwise it doesn't work out well... As for me ... And my iPhone there's never any issues on O2 ... Ever!

3 = 3G/4G only = terrible indoor signal
Vodafone = terrible customer service
EE = intermittent billing/network problems
Virgin = bombardment of cold calling

02 = 2G/3G/4G, excellent customer service & constant uptime.

Change your network, but you'll quickly find things that were easy/simple/123 on O2 are now a headache on ALL leading competitors.

O2 fanboy 😋

[Anonymous]

Yes, the phone is paid off in full. I was on O2 refresh, about 21 months from the original purchase date.

[Anonymous]

Appreciate your fanboyness, but just going to ignore your optimism.

[Beenherebefore]

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@Anonymous wrote:

Yes, the phone is paid off in full. I was on O2 refresh, about 21 months from the original purchase date.

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So request a full refund if O2 deny it's a phone they supplied.

[jonsie]

Supplying proof of purchase then isn't an issue. I would include a copy with your complaint..

[Anonymous · Accepted solution]

The Ombudsman won't take on your case I'm afraid as you haven't started or completed the complaints process and as you haven't started it the 8 week rule doesn't apply either.

Sadly you need a resolution by tomorrow but complaints won't deal with it that quickly.

Send me a pm and I will send you a contract number for sometime high up in o2 who might, just might, be able to help you @Anonymous

[Anonymous]

That's not a bad idea, will do that.

I've also requested a code from cellunlocker.net who are based in Canada and have a good reputation.