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.
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
