O2 Support advisor update

[Martin-O2]

Hi everyone, 

Back in 2020 we introduced O2 support advisors to the O2 community. These advisors have been available on the community to pickup any account specific questions that would normally involve directing a member to contact customer services or the social media team. 

As of tomorrow the account advisors will no longer be working on the community. This is due to some organisational changes within O2 which means the team no longer have the bandwidth to cover the community. We have plans to introduce a new incarnation of account support to the community in the near future, details on this will be shared when available. 

I would like to thank the team for all their hard work over the past 3 years and wish them well for the future.

If there are any questions about this change please share them in the comments below.  

[gmarkj]

Like (most of) the rest of you, I suspected something was afoot after the patchy nature of replies.

Also like most, the community advisors seemed to be doing a damned good job, particularly with sorting some fruit based watches. Going to be a lot of people being pushed to social media for a resolution...

[Spenny]

That is such a shame.  Never had to use the advisors, but saw how active they were in helping customers here and making the forum that more helpful.

Look forward to the new incarnation of account support.

[TallTrees]

Thanks for the update @Martin-O2 

Many Thanks to the O2 Community Advisors and best wishes going forward to all.

TallTrees 

[Mi-Amigo]

It is sad news to hear that 02 Community Advisors will no longer be part of the Community.

Although I personally have been fortunate in not having to ask them for advice or to sort out a problem, a brief look at the Community from the time their service was available shows what a major contribution they have made and I am sure everyone who used their help appreciates how much they made life easier for those customers.

One important factor to bear in mind is that the regular contributors, with a wealth of knowledge and experience of this O2 Community, will no longer be able to tag the advisors or refer customers to them but instead will have to direct customers to Customer Services or social media.

To repeat, a sad loss of a worthwhile and valued service.  

[Martin-O2]

Hi guys to confirm we're in the process of branding the O2 Support accounts as Former Staff so it will still make sense to anyone reading an old topic. 

[Bambino]

Yes, brand them as Former Staff so everyone can see that O2 has consigned them to the nearest skip. If the 'introduction a new incarnation of account support to the community in the near future' is as quick as the O2 team corrects errors on this site and addresses the everyday problems we have been seeing in droves of late, we'll all be ancient community members with blue plaques next to our names.

[Enlli]

Well it is frustrating now to tell people to contact Customer Services who have failed miserably several times and we cannot help them.

If what happens in the future is anything like that which I've been told by Virgin Forum staff, then the community aspect will wither and die.

Look at the mobile section on Virgin, it once had knowledgeable community members, all gone to be replaced by agents that don't know their A from their E

[MI5]

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@Enlli wrote:

all gone to be replaced by agents that don't know their A from their E

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They are the ones now manning the customer service phone lines.

[Bambino]

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@Martin-O2 wrote:

As of tomorrow the account advisors will no longer be working on the community. This is due to some organisational changes within O2 which means the team no longer have the bandwidth to cover the community. 

How can one of the largest telecommunications companies in the world have an issue with the bandwidth for a handful of probably ten online account advisors in total, who are only online no more than three at a time on any given day? I'd really like someone to explain that to me.

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[Enlli]

Lack of bandwidth is rather ironic seeing it is one of the main problems with the network itself