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O2 System Updates – 360

ColinO2
O2 Social Media Team
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

Message 1 of 90
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360_shambles
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Well Cleriff another 72 hours has passed since my 3rd request for someone to call me back so that I can purchase my handset, I have now put in a 4th request and have to wait another 72 hours for a phone back!  No one has called me, except when they phoned my son's phone, who told them to ring me on the number that I have left them 5 times before.  It has now been 10 days since I first made contact with O2 360 - no progress, all I want to do is give them money, but instead I am trapped in this contract...... who on earth can sort out this total and utter shambles!

Message 21 of 90
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360_shambles
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Thanks for your email Cleoriff - unfortunately it has been 72 hours since my last (4th request) for someone to call me re. paying off my handset contract!  Just to be clear, every time I call up, the Advisor has to raise a form for someone to call me - they state that it could be up to 72 hours for a call back. So far I have had one call back to the wrong number (my son's number, despite giving the correct number and checking it 4 times before).  Now I have registered another request for a call back (with Jide) the 5th time and now have to wait another 72 hours - until I probably have to ring again.  This shambles has now been going on for 9 days and has taken about 6 hours of my time - all I want to do is give O2 my money to buy the handset - can anybody help me????

Message 22 of 90
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Bambino
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Reduced staff on Bank Holiday, but I will ask an online advisor to contact you, as the previous request appears to have gone unheeded. @O2Sarah- or @O2Ryan can you please assist @360_shambles?

I DO NOT WORK FOR O2



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Message 23 of 90
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360_shambles
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Thanks Bambino - I note that it is a bank holiday weekend, but this has been 9 days now.....

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O2Sarah-
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Thanks for the tag @Bambino 

@360_shambles I will send you a private message and see what we can get sorted.

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360_shambles
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Hi O2Sarah - I am available on my mobile 

Message 26 of 90
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Bambino
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@360_shambles This is a public forum. Remove your number or you risk getting spammed. Go to the down facing arrow above the date and time in your post and click Edit Reply to remove your number.

FLAGGED

I DO NOT WORK FOR O2



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Message 27 of 90
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360_shambles
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Thanks Bambino - thanks for the heads up, I have removed.

Regards,

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360_shambles
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Latest update is that O2Sarah tried to help me.  Resulted in being put through to someone who should have been able to take payment for the phone - unfortunately all they could do was raise a form for someone to call me - 6th or 7th time they have done this now.... this time the Advisor did say he would put the instruction in CAPITALS THAT THEY SHOULD CALL MY PHONE NUMBER.  Alas the capitals didn't help, they phoned my son's phone again - he told them to ring my number, which they haven't done......  Not O2Sarah's fault, but there seems to be no way of paying off a handset on O2 360..... a total shambles..... I have spent about 2 hours of the bank holiday trying to sort this out......

Message 29 of 90
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Bambino
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Sounds like sheer incompetence on O2's part, @360_shambles You can keep trying with the O2 online advisors or, if you have an O2 store nearby the only other thing I can suggest is that you call in and see if they can help you there. We are all customers, so I don't think there's any more anyone here can help you with.

I DO NOT WORK FOR O2



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Message 30 of 90
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