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O2 System Updates – 360

ColinO2
O2 Social Media Team
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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

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jonsie
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Enlli
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@Cleoriff wrote:

At last, I have now been moved to the 360 billing system. Not taken O2 long really. 😂


Well, I've worked out I've been on it 18 months. So it's not long if we use a geological time scale 🤣

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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Cleoriff
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The email was a bit confusing. Makes a presumption that everyone is on Refresh as it talks about only 1 direct debit from now on. As I'm on sim only, I've always been on 1 direct debit. 😂

Veritas Numquam Perit

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Cartman
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Martin_R
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Hi Colin, Can you advise how I can make sure my 3 other mobile numbers (from Virgin Mobile) can be merged into my single O2 account. These moved over to O2 in the summer. I currently receive no mobile bills. I am the account holder. The other 3 mobiles are used by my wife and 3 sons.

Thanks,

Martin

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madasaf1sh
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@Martin_R 

 

You cant at the moment as the functionality has been disabled until everyone is on the new billing platform, a quick search would have shown you this question gets asked at least 7 times a week (or it feels like it)..  (only 12million accounts to go )

 

I wouldn't expect anything any time soon...

--
iPhone 16 Pro Max - o2 and Spusu
Xperia 1V - Spusu

--
This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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Martin_R
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Apologies -if seems out of the blue - thought I was sending a message directly to an employee of O2.

I am trying to add 3 other O2 numbers into a single O2 account. These moved over to O2 in the summer. I understand this can't be done as O2 are moving over from a legacy system to the new 360 platform. I am waiting for a call from the O2 staff to see if these numbers can be added.

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Enlli
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Still can't be merged and no ETA for it either.

Doubt if we will hear anything soon.

It's still a case of registering each one separately with a different email for each one

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
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Cleoriff
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It seems to me that a lot of these issues blamed on the 360 migration, will never be returned to 'normal'.

 

Veritas Numquam Perit

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pgn
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@Cleoriff wrote:

It seems to me that a lot of these issues blamed on the 360 migration, will never be returned to 'normal'.

 


You too? 🤔😉😂

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