on 28-10-2009 11:13
Theres no way of just swapping onto the extended you have to cancel the family then restart the extended family,which took five days just to cancel.
Anyway got it canceled and set up the new extended family online,it all went through fine and was charged straight away i so i thought.
Two days later still no bolt on and online still says pending addition so i called customer services,they cant understand why its not worked and refferd it to technical department.
Technical will call you in twenty four hours she says,ok i thought but no call came grrr.
So i called again same again technical will call you in twenty four hours,im still waiting.
So all in all over a weeks messing around and twelve pounds fifty worse off and still no calls,thanks o2.
Anyone got any advice where i go from here.
on 20-01-2010 09:40
on 20-01-2010 16:23
on 20-01-2010 16:32 - last edited on 16-06-2012 19:26 by Admin
iPad Pro 11” 2018 256gb refresh o2 family discount
Apple Watch series 4
My first mobile was in 1995 a CM-R111 from sony on Cellnet.
Wincanton South Somerset (Full 4g 3G 2g indoor coverage) Remember we are all customers here not customer services
on 20-01-2010 16:54
I would love to know more more about O2's complaint review service, as we have asked and asked the customer service people, both on the telephone and by email, and have been made aware of any complaint review service. We have now told them that it has been going on long enough that if it is not sorted by this weekend we are going to Ofcom. Thanks for you input.
Ofcom don't investigate individual complaints, they will refer you to the Complaint Review Service. Details are in your terms and conditions, on the website and in the document linked to by Adam.
If you still get no joy, then you can use the independent arbitrator Oftel.
on 24-01-2010 18:39
For pity sake O2 really need to sort their contract system out. They appear to be running on two systems, billing and customer front end. One is probably platformed on an old billing system and the other on an old on-line package that has been adapted to serve the O2 Family Bolt on changes. The mobile phone industry is worth billions and O2 need to spend time and money to support the technical issues. They should not be relying on old Oracle platforms or similar, whilst trying to integrate new web architectured systems into old legacy systems. I.T. is testing, testing and testing, business may want it now, but without Definition of Business Requirements, Technical and Application Design including feedback from all stakeholders (including end users), Development and User Testing, Rigorous System Testing, UAT, and Operational testing and TRAINING FOR ALL STAKEHOLDERS (particularly Customer Service Facing Employees), then what you get is low level participation software that doesn't work. In the last two months+ we have received £80 in refunds for failed promises, I could supply the names and addresses of business analysts, developers, test analysts, test managers, methodologies, protect managers and trainers, who could make their system work. Unfortunately, as O2 are still into the reward the customer for noticing their bad system, rather than supporting the excellence that is available within ICT, and until they embrace the world of ICT we are all going to have to suffer '1999 mentality.