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Hello everybody,
As you may have seen from us over the past few days, we have been keeping our customers updated on what we’re doing during the COVID-19 crisis. With the temporary closure of our O2 stores, we anticipate an increase in queries here on the O2 Community and through our O2 Social Media profiles. That said, as of today we have introduced a temporary new support resource on the O2 Community to compliment the amazing help, support and advice our regular members already provide – and hope they will continue doing.
New to the O2 Community?
This is a unique support platform that consists of other O2 customers. We have a lot of fantastic content created by these other members and customers, such as this fantastic My O2 guide, a guide on avoiding unexpected call charges, or this guide on spend caps. Until now, we have not had an O2 support resource like this and the majority of support so far has been from O2 customers helping other O2 customers. For those members, we thank you for all your amazing support so far, and we hope you continue doing what you do best.
The new team
All of these new members have the title of ‘O2 Support’. They are O2 employees who have come from our O2 stores or other areas, and have intimate knowledge of our processes, systems, and the help & support we can offer. For the time being, it’s best not to tag these new support members into specific support requests. Instead, they will get to grips with this new but temporary way of working and start dipping in and out of threads where they can offer their support or advice. Here are the new team members, with others being added soon.
What can they help with?
There’s no hard and fast rule here, but in general, all our new members above can help with anything and everything that doesn’t require access to your O2 account. This may include general advice, personalisation or setup of a phone or tablet, support with parental settings.
To be clear, the team cannot help with anything requiring access to your account. We also want to emphasise that this new support resource is temporary during our store closures, and we envision this team working alongside and to compliment the support our regulars already provide.
To our regulars 
This shouldn’t change anything you already or currently do – this additional and temporary resource is purely to help with any potential increase in questions or issues customers may share here in the coming days or weeks.
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The new O2 staff are not all on together and help has been spasmodic to say the least.
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It's not easy for anyone as we are trying to be as fast as possible so it's inevitable that some are quicker than others and info will be repeated
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@MI5 wrote:
Tell support not to repeat everything we have already posted, would be a start to a more harmonious relationship.
This is something we're encouraging our new support team to do. We're sorry if anything gets missed, but the team know to link members to our fantastic My O2 guide for instance, if we see any new members post queries/issues around using it. It may take them a few days or a bit of time to get to know our regulars, the support they can provide, and the guides we have, but we will get there! 
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Thank you for replying to my post.
However, your reply raises more questions and issues than it addresses.
What is the point of appointing supporter if they are not online at the busiest times?
From the statistics for the number of new members and the number of posts and questions, you should be able to gauge when the greatest influx occurs and therefore ensure that sufficient numbers of O2 supporters are online to deal with the questions.
What is the point of new supporters if they not only reply to a question which has previously been answered, but also give the same answer? This is unprofessional and waste of resources when the supporter could be answering a question which has not been addressed.
What training have the supporters had?
It was most noticeable over the weekend that a very knowledgable and experienced member of the Community was openly challenged over his accurate and correct repy to a customer. The supporter added to the confusion by stating her position and knew what she was talking about - even though her information was wrong. What must the customer have thought? Is this really the level we are going to have endure?
When will the Gurus be coming onto the Community?
What time will they be online?
Will they be able to deal with all technical questions?
Will members be able to tag them and how quickly will they respond [so as not keep customers waiting - especially those who have endured long wait trying to get thru to customer service
I welcome any input - but only if it is helpful and constructive and co-operates with the excellent level of care, help, and friendly guidance from members of this Community.
We are all in this together - the sooner some others recognise that the better
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Today is bad. Friday (or was it Saturday?) morning when I was the only one on for a while was exhausting. Never been so pleased to see a few others rock up late morning.
Ah well onward and upwards.
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@Chris_K wrote:
@MI5 wrote:
Tell support not to repeat everything we have already posted, would be a start to a more harmonious relationship.This is something we're encouraging our new support team to do. We're sorry if anything gets missed, but the team know to link members to our fantastic My O2 guide for instance, if we see any new members post queries/issues around using it. It may take them a few days or a bit of time to get to know our regulars, the support they can provide, and the guides we have, but we will get there!
But surely not on the same thread?
What's the point of that when there are other threads that need answering?
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@Mi-Amigo wrote:
What is the point of appointing supporter if they are not online at the busiest times?
From the statistics for the number of new members and the number of posts and questions, you should be able to gauge when the greatest influx occurs and therefore ensure that sufficient numbers of O2 supporters are online to deal with the questions.
This is something we are exploring, though it's important to remember these Gurus are coming from our retail stores which all have typical high street opening times, so the time they will be providing support is likely to be in-line with that. It is something we'll of course explore further where possible.
@Mi-Amigo wrote:What is the point of new supporters if they not only reply to a question which has previously been answered, but also give the same answer? This is unprofessional and waste of resources when the supporter could be answering a question which has not been addressed.
We'll be encouraging our new supporters to respond to any questions or issues they are confident they can provide support with. If they see someone experiencing trouble with using My O2 though, for instance, we encourage them to utilise any existing guides or resources our regulars may have already created. On any threads which already have a correct response, these should only happen where they can add further info that'd be of value.
@Mi-Amigo wrote:
What training have the supporters had?
It was most noticeable over the weekend that a very knowledgable and experienced member of the Community was openly challenged over his accurate and correct repy to a customer. The supporter added to the confusion by stating her position and knew what she was talking about - even though her information was wrong. What must the customer have thought? Is this really the level we are going to have endure?
This isn't something we'd want, and would ask any such instances to be flagged to me, Martin or Marjo via PM. The new Guru support are colleagues who are coming from a retail environment with the majority of them holding O2 Guru roles and a wealth of knowledge and support. We're supporting these members as best we can internally, with open dialogues to provide support.
@Mi-Amigo wrote:
When will the Gurus be coming onto the Community?
What time will they be online?
Will they be able to deal with all technical questions?
Will members be able to tag them and how quickly will they respond [so as not keep customers waiting - especially those who have endured long wait trying to get thru to customer service
Martin/Marjo are in the process of sending out some PM's and making final changes behind the scenes to set up profiles and an announcement will be made today, with our Gurus ready to join in from that point and support where they can.
Our Gurus will be able to support with any technical or Guru related issues our customers would have visited them for, though it remains that via the Community we don't have access to customer accounts for individual account/billing issues.
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