O2 System Updates – 360

[ColinO2]

Hello everyone, 

Last year we shared this update around some changes that we’re making to our systems. Since then, we have started the process of migrating customers onto our new platform and this will continue in batches throughout 2023. The aim of these changes is not only to improve your experience with O2, but to allow us to utilise new functionality to provide a better level of service, improved experiences and quicker development of products.

As with any major system change, it can take time to iron out any niggles but alongside rigorous testing, we hope to minimise that. Over the last few years our teams have been working hard in the background to get the new platform ready to start migrating customers across to it. We now have a substantial number of new and existing customers on this new platform and we have a plan that will see the rest of our Pay Monthly customers migrate in batches throughout the year which allows us to control the flow, address any issues and perfect the process.

To our Community regulars: As the year progresses you’ll likely see more and more of our customers asking questions that may have a slightly different solution to the ones you’re used to, so we want to try and help as much as possible over the next few months to align any existing guides with any of these new changes and to give you the information you need to continue doing a fantastic job.

Firstly, you may have come across the name ‘360’ being mentioned, which is the internal name we use when referring to our new platform. When talking about our old/existing platform, we refer to this as our ‘legacy’ system.

To start with we wanted to do a bit of ‘Myth Busting’

• I can’t upgrade in a store as I’m now on a ‘new system’

We have taken a phased approach and we are working towards all our stores having the ability to handle new system queries. In the meantime, there are processes in place to support our customers so regardless of which store you visit, you’ll receive the support you need.

• I can’t get the same deals as I could on the old system

This is incorrect – any of the deals and offers we launch are available on both our legacy and new system, although one of the biggest benefits of our new system will allow us to enrich any future deals or offers.

• When I contact customer services they’re unable to help
  We are providing training and guidance across our business to support this migration, including by establishing a specific set of teams to support customers on our new system. This is constantly growing and evolving as we migrate more of our customers across.

• I can’t view my bills on the new system
  We’re aware that a small proportion of customers are experiencing issues viewing historical bills, and we’re working to resolve that as soon as possible. If you are experiencing these issues, rest assured our customer service teams can help you with your billing in the meantime if you need further support. You can find our customer service contact details here.

• The network feels worse since I migrated

There is no difference in how your phone and sim connect to the network whether you are on our old system or our new one. All services are available and work in exactly the same way.

• How do I stop being moved?

You can’t. We are carrying out this migration in stages so that we can make sure we get it right and remove as many issues as possible whilst completing the process. The new system we are investing in will enrich your experience with O2 and the aim is to maximise the benefits to you as soon as we can. We understand change can be challenging and concerning, but we are doing our utmost to make this as smooth as possible.

• My O2 Looks different

We have made some changes to improve what you can see and do. The aim is to put more control into our customers’ hands and we have introduced some new features to allow this. We will look to share further detail on this as we go forward.

• I’m now getting more O2 notifications

One of the key benefits on our new platform is the real time updates we share with you when you are making changes. This keeps you fully updated and allows us to deliver changes that you are confident will complete.

We want to keep our members and customers as updated as possible – when you do migrate you shouldn’t initially notice a change. Your services and access to O2 will stay exactly the same. As you start to go through making amends to your account and accessing services you may start to see some differences, but in the long term these have all been made to benefit you. Over the next few months we want to work with the teams to update guides and information where needed.

We will look to update where we can on the progress and happy to field any questions here

Thanks

Col

[gmarkj]

Given the number of people on the new system, will there be new versions of old guides issued so we can (for a while) bring them to people's attention @Martin-O2 @Breanna @Chris_K ?

[Martin-O2]

@gmarkj we do check the guides periodically to make sure the info is up to date so we can certainly take a look and make sure any processes that differ between the account systems are covered. Myself and the team will pick this up next week and get back to you on any edits that we've made.  

[pgn]

Just wait until they smudge the VM and O2 forums into one large Khoros @gmarkj  🙄😖

https://community.o2.co.uk/t5/New-to-O2/Virgin-Mobile-to-O2-All-you-need-to-know/m-p/1616842/highlig...

[gmarkj]

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@Martin-O2 wrote:

@gmarkj we do check the guides periodically to make sure the info is up to date so we can certainly take a look and make sure any processes that differ between the account systems are covered. Myself and the team will pick this up next week and get back to you on any edits that we've made.  

---

I'd suggest we have two @Martin-O2 - either both on one guide or a new one for 360. That way we can include both of them when people have a query about it.

[pgn]

A couple of questions, @ColinO2 or @Martin-O2:

1. Has merging multiple (Contract, or PAYG or a mix of both) accounts under a single MyO2 account ("bring in other products", or "Add products and services") been suspended until everyone is on the new 360 billing system?
   
2. Is there anything in the move of PAYG accounts to the 360 system that would make the Web Top-Up mechanism report that an O2 PAYG number "isn't an O2 Pay As You Go number", meaning that the 4444 or voucher or other method as in Guide How to Top Up (PAYG) needs to be used to top-up that phone?
   

Thank you for any guidance you have to offer.

[masterp]

@ColinO2 or @Martin-O2:

today i upgraded my contract to one from uswitch - after having some issues earlier.

I tried to call 202 as i had some question regarding past and present bills post the upgrade.

After spending 60min on the call and being transferred 4 different people the summary is my account is on the 360 system and all 4 of these people do not have access to it.  Each of them tried to transfer me to the "360 team" but never succeeded.   The last person told me there have been issues with the 360 system for a while and currently there is issues with the internal o2 phone system.  He recommended i call back next week.

So is it true that account on the the 360 system are not available for all o2 staff to see and you need to be connected to a specific 360 team?  If yes this will make getting any customer support event harder than it was on the old system!

I also suspect this 360 system was a factor in my earlier upgrade issue.

[MI5]

Yes @masterp 

Unfortunately, despite assurances to the contrary, it appears to be a complete shambles.

[masterp]

I spoke to 2 people in the billing team, 1 in the debt team and the last in the upgrades team.  All said you need to speak to the 360 team and none of them could transfer me.

So with the old system I had 10% customer service but with the new one I have upgraded to 0%?

I dropped an email to complaintreviewservice@o2.com so will see if anything comes of it.  If enough people complain maybe they will start taking notice and think of the customer experience.

[MI5]

Nice thought @masterp but with Virgin now steering the ship, I doubt it.

Not known for a great customer service experience, just money grabbing........ !

[jane1986]

Thank you.  That's really good to know.