@Anonymous wrote:
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
@Anonymous I have to agree that the customer service is not great from what you describe, but having worked in call centres there are always some that are just there to do the bare minimum and don't care. Keep trying is the only advice, and normally the best time to call them is between 8 and 8:30am.
As others have pointed out, we are customers of o2 and many of us have had an issue of our own at some point which is why we all end up on here to vent our frustration and seek the advice of others that may have had the same or similar experiences. It also gives us an opportunity to make others aware of the problem in the hope that no one else goes through it.
The only people that work for o2 on here are the people with a blue username - such as @Toby or @Martin-O2 who are the head of community and the community manager. They will try to assist where possible if you have tried the normal process and had no joy.
Have you checked your coverage using either the o2 status checker - http://status.o2.co.uk/ - or the OFCOM version - http://www.ofcom.org.uk/mobile-coverage - or the Broadband choices version - http://www.broadbandchoices.co.uk/guides/mobile/mobile-coverage#o2_mobile_phone_coverage_1947136710 - or finally the Open Signal version - http://opensignal.com/coverage-maps/UK/.
o2 (and other companies) do not give out estimated fix times for masts for fear of misleading people, which is why they are vague about it.
When I have used the live chat function before, it is not until the end that I get an option to get an email transcript. The questions before are normally about why I am contacting them and some details about myself.
As to the problem you are having, a mobile dongle is not a guaranteed connection. My mother in law used to have one (from 3, not o2) and despite having a mast at the end of her road was having lots of problems. Eventually she moved onto a home broadband so that she got a better service.
Most customer service agents will not normally return a call if the connection is lost unless they previously agree to do so, so I am not surprised that you do not automatically get a call back. However, if you have registered a complaint then someone should be calling you to discuss. Until that is resolved, or you have been sent a letter of deadlock, then there is not much else that can be done.
And as correctly pointed out by another customer, you have entered into a contract with o2 and as such you are obliged to make the agreed payments. If you want to challenge this through (in your opinion) not getting the service you are paying for you have to do this in the correct manner - raise a complaint, if that does not resolve it then request a letter of deadlock and then go to the ombudsman.
Ultimately this forum is for customers to help other customers, so please remember that you are talking to someone else who pays o2 for a service and they are just trying to help.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
