Switch up is STILL broken.

[viridis]

Using Switch up after a bill is generated will result in an outgoing call and data bar.

The last 2 times I've switched up resulted in line disconnection because of non payment of £0.00 outstanding from the last device.

The switch up indeed fully settled the outstanding balance (including the billed but not paid amount) but it never gets reflected in some backend system that tracks billed amounts and payments.

The result is that you first will get an email informing you of the £0.00 you owe, then a few days later all outgoing calls and data are barred. The automated service tells you you owe zero and puts you through to automated payments that 9/10 will glitch out and thank you then hang up.

Once through to O2 they tell you that (monthly device plan) is outstanding, even though paperwork shows 100% switch up paid it as part of the switch up and full device plan is settled.

I've been on the phone for over an hour now and still not through to someone about this happening again.

This part of the switch up needs serious looking at, because as it stands, customers that owe nothing are being charged for an extra device plan payment under the threat of restricted service, even though it's a fault within O2 billing.

So, could someone please turn my phone back on

[viridis]

@madasaf1sh that's exactly what happened last time. Ended up having to pay but then they refunded it to airtime, or should I say some of it for god knows what reason.

This time, level 9 BAR, and they wanted to do their investigation before they would touch the bar. After 11 requests and explanation that this isn't the customers fault and it's a glitch their end (which they fully admitted) they unbarred it this afternoon after a 90 minute call.

Not impressed at all.

And I know it will happen again next month.

Might get a pre emptive call in one morning to retentions or exec relations.

And yeah, the call centre was diabolical

[madasaf1sh]

I am not looking forward to it, when I do a switch up to the Pixel Fold, as I know its going to be a clustermess

It really shouldn't be this difficult..

The wife has already said she is leaving o2 after a nasty experience with Cape Town... so this outsourcing to Crapita and Teleperfomance isnt really working 

[DougieHowser]

Hi. Do you know why I still can’t do switch up in store? 

[David46]

I had this issue on the 3rd of October and the guy was lovely on the phone credited my account removed the bar then 3 days later my phone was barred again, got a horrible person on the phone tried to demonise me saying I didn't pay my bill when I clearly did she got me frustrated to the point I wanted to speak to her manager wasn't happy she refused and started shouting down the phone at me, I called back through to complaints and made a complaint against her advised them I also work for capita and if we ever spoke to a customer like that we would be put through the disaplinary process. Her manager then got in contact and is investigating it for the hassle removed the bar In minutes and got an additional credit for the bad service, not everyone is bad in capita may be a controversial company due to contracts and offshore outsourcing which is the downfall but I was appalled at how I was treated 

[Oxonian]

@madasaf1sh 

The problem as I see it is that the UK mobile 'phone networks Customer Service is [cough] mediocre. Unless you wife goes 'phoneless, will the Customer Service be better elsewhere ?

You actually want to have as little to do with the networks' Customer Services as possible. I am rapidly concluding that the route of least hassle is to buy your handset from a shop or direct from the manufacturer and then stick a PAYG SIM in it.

OK, you cannot get 5G on PAYG with O2 so there are disadvantages, but it is an option.     

[madasaf1sh]

@Oxonian 

Thanks to the wonderful Exec Relations team, the boss has had a change of heart (the compensation may have helped )

The best place for support is actually an MVNO called Honest Mobile where the CEO actually answers support chat, and the response time was 5 minutes, the total interaction was 10minutes... shame they use 3 and our 3 signal is crap.. 

@David46 

I agree not everyone in Capita is bad, but the Cape Town Contact Centre, is the worst I have dealt with... I used to love dealing with Dearne Valley, and the Platinum team (cant remember where they where based)… But I have also seen how they treat staff on some of there contracts...

[Oxonian]

@madasaf1sh 

Are you going back a long time with mention of Dearne Valley ? 

I remember 'phoning a call centre in the BT Cellnet era that was somewhere in Yorkshire. In those days, the customer service was splendid ! 

I will make a note of Honest Mobile for potential future use. Lebara seem to have a decent reputation too.

[David46]

Dearne Valley were convergys back in the day and bought over by concentrix but when they merged they lost the contract to Capita as far as I'm aware, used to work on the Vodafone campaign in convergys (not Dearne Valley) but I remember the o2 sales centre was in a different room lol.

As someone who works for said company it's not a good look to be offloading their call centres to another country but then again its probably to do with value for money. Even our HR is now in Pune, India.

I managed to get my issue sorted rather quickly today after receiving that disconnection email, I picked the debt management team on the IVR and was put through to a chap in the UK who sorted my issue out immediately was able to hold the account until the next billing cycle so he can transfer the credit to the old device plan and couldn't be more apologetic for the hassle I had from the South Africa call centre. He also chased my complaint who I raised a concern about a member of customer service staff last week as she was shouting down the phone and arguing with me when I tried to explain that its an issue with switchup and hopefully the manager or complaints team will contact me in due course regarding it. I think the issue lies with the training the guys get in the call centre or it could be morale hard to say but I've never experienced being treated like dirt on the phone especially with one of the biggest networks in the UK.

Thankfully I'm happy with my new Z Fold 5 but it has put me off using Switch Up again.

[Oxonian]

@David46 

Glad your Z Fold 5 is meeting your expectations. 

On the CS discussion, you are probably aware that Vodaphone are proposing to outsource their teams to Egypt ? 

[Viraj]

Yea I’ve had the same issue. 

I contacted the customer care, they seemed to have no idea and was not able to provide any explanation. 

after 30 minutes of call on hold, they come back to me with an explanation about how my account was supposed to be charged but then I did the switch up etc etc.  

the bar goes off in 24 hours.  It’s ridiculous. I’m not happy at all with O2