I have been a loyal O2 customer for over 10 years. I have stayed with O2 because I believe they provide a good service. My experiences recently have made me severely doubt that.
Early on Wednesday, 4th February 2015 while at work I received a call from an individual from O2’s fraud department stating that my phone was going to be permanently barred as it was connected to a fraud case. I asked for more information but I did not get any. The caller “Cath” was unhelpful and rude throughout my contact with her. She did not want to hear any explanation from me and had a smug and unprofessional attitude throughout the call. This whole thing was totally new information to me as I purchased the phone through proper legal methods and paid almost £600 for it.
I decided to contact the original seller of the phone who said she would contact O2 to resolve the issue. The seller assured me the issue had been settled and it was due to a mistake on O2's part.
On Thursday, 5th February 2015, I got into contact with “Cath” again to confirm I was in the clear but she was yet again unhelpful and refused to give any more information on the case.
My phone was disconnected from the O2 network soon afterward. This is the phone I use for my work purposes as well as communication with my family and friends. It has now been disconnected for over three entire days.
On Friday, 6th February 2015, the phone seller and I took hours of our own personal time to contact O2 via phone and get through to someone who could help. I was assured the phone will be fully working by Saturday.
It is now Saturday, 7th February 2015. The. Phone. Is. Still. Not. Working. I have called O2 again for about the 15th time but nobody has any clue whatsoever how to help. I kept getting told to clean the sim card, restart the phone, reset settings, etc... I've done all this already anyway. No-one has yet solved the issue unsurprisingly.
I have been offline for over 3 days now. I did nothing wrong and I am being punished for the ineptitude of a few O2 employees.
I have not been able to access any text messages, I have not been able to receive any phone calls, I have not been able to access my voicemail, I have not been able to access my email, I have not been able to connect to the internet.
I have had to use public payphones with extortionate rates, I haven’t any idea who has texted me in the last few days and I don’t know who has called me.
This whole situation could have been easily avoided.
I am extremely disappointed in how I was treated by O2 staff and the resulting lack of the service I have received as a result.
This whole situation has made me question whether to stay with O2 or not.
This may sound like a self-entitled rant, but I expect at least the very basic of services from my phone company. I do not expect to be treated like a criminal when I am a loyal customer. O2 has made an epic fail at "Customer Service 101".
