general service continued

[Anonymous]

hi ,         i am on a monthly broadband plan using a dongle supplied by o2 for 4g connection.  the onset of the 2nd month the problems began . the internet would constantly disconnect so obviously contacted help, who informed me there was a mast issue affecting my postcode should be resolved in couple of days . when that didnt happen went back on live chat and asked more specitic qstions like -: what is the issue exactly? where exactly is the mast located? can u give me definite date for normal service? etc, was then given more vague generalistions which i wasnt happy with. meantime the disconnections continue sometimes 5 or 6 times in an hour. and obviously with these issues making the internet virtually un-usable. half way thru filling forms disconnect, middle of conversations disconnect , playing online game etc etc . and not only that but the website u we,re on is dissmissed and the 02 online app would take over the window and would also open several more windows all the same o2 page. the more windows the more data used etc. not having an o2 phone it costs to contact them but i ring , and put the same specific qstions and get general vague replys as before. so i attempt to talk to live chat and the first thing i notice the option for me to email a copy of the live chat transcript to my email add is disabled ? and as soon as i enter my details im left on hold and after 20mins i give up. over the next 20 plus attempts to talk to live chat having entered my details i would b disconnected by the agent . this went on and on as did disconnections. so i ring again ,02 now having my number leave me on hold and after 45mins i give .up. i try calling next day im put on hold and after 25mins i give up.  So now i am being deliberately avoided by my own network the issues go on . i mean that in itself beggars belief that 1 month into a contract i have no usable service with no detailed info and no support or contact from o2. given the times i tried live chat and disconnected even if they claim it ws technical disconection, surely any responsible caring customer services would with 20 plus disconnection on my profile screen would at least some attempt to contact me  ?? but absolutely nothing,no call, no email no msg nothing. unbelievable considering there marketing claims. i then go to 02 shop portsmouth where im given the same vague mast story. which they sd would be resolved that week.  i then remember a friend has an o2 phone and he contacts o2 is talking to agent in 2mins !!! and i get on the phone give my details and theres a long delay before i point out all issues to an agent . i said u can see on my profile the constant diconecting , the attempts to talk to live chat the unusable internet all there on her screen. she says  "of course u realise that under the terms "  basically pointing out that technicall they are not responsible and my monthly bill would still have to be paid. not saying, oh yes well thats ridiculous the service this month or u,v made all those attempts on live chat and got no follow up from o2 at all. i say its unbelievable ignorance and deliberate avoidance wot do u intend to do to compensate me . im offered a£10 credit on my next months term, which under my plan in real terms to about a days internet. pathetic . i of course inform her that i wont be paying a penny to o2 for a non existant service. im then reffered to a connection tech who has all current maintenace schedules and specifics and is an expert .  after a few words says, yes well there are no issues recent or otherwise affecting my postcode ??????   every bit of info from o2 prior to that was complete rubbish , and not based on facts at all ?   nuts !!  dave dale

[jonsie]

There's absolutely no need to take out frustration on anyone on the community. People just try to help one another. You have been given good advice to proceed via complaints and should you choose not to pay your contract, that's your perogative. Hopeyou get it sorted fairly quickly.

[gindygoo]

We are all here as O2 customers offering advice to each other, we do have moderators and one of them had posted above. 

With that I'll leave you to it as I know it's frustrating when things don't work and I don't want to be at the spiky end of your frustration. 

Wishing u the best of luck sorting your issues out! 

[Anonymous]

surely if im addressing o2 the post would start with dear o2 or o2 customer services or o2 something ??  u should read content properly b4 commenting . heres some facts for u 1,its an o2 forum  2,for o2 users 3,im an o2 user. i hope that clarifys things.

[Bambino]

@Anonymous You have been advised by myself and the others to lodge a complaint. If you don't follow the procedures, and try to bypass the protocols, your complaint will not be considered. If you withhold payment on a contract that you agreed to, your service will be disconnected, you will have a negative mark put on your credit rating. You will not be able to get another mobile phone contract with any network. You will, however, still be liable to pay what you owe on the contract you stopped paying. You will not be able to get a mortgage, or get credit for anything you may want to purchase. In short, if you don't pay what you owe, you will be shooting yourself in the foot.

[jonsie]

It's pointless commenting further tbh.

[gindygoo]

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@jonsie wrote:

It's pointless commenting further tbh.

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Yup totally, ranting is fine but there's no need for it to get personal. 

[Anonymous]

id have to disagree with that statement. with no negative comments for o2 , not one, after reading about the treatment i got from o2 , not one . 

[Anonymous]

if u dont want a truthful response , dont comment . not rocket science is it. my post is for users that wish to read it . u contacted me ?  ?

[Anonymous]

u dont think ive tried all avenues to get a response ?  file a complaint ?  it should say click here and our software will take for a pointless ride terminating at a contact option that u tried and got nowhere with 20 mins ago. dont insult my intelligence . o2 contact options were denied me as yr well aware . sooner or later users will c wot u actually provide, as opposed to wot u claim to .   the most inaccessible devious network making money from unaware vulnerable users ??  it turns my stomach.   

[Cleoriff]

Hi @Anonymous

The only thing I want to comment on is your insistence that we all work for O2. We don't. We are all customers like yourself. You were given the best advice possible. It's up to you whether you choose to act on it..