cancel
Showing results for 
Search instead for 
Did you mean: 

O2 System Updates – 360

ColinO2
O2 Social Media Team
O2 Social Media Team
  • 8 Posts
  • 3 Topics
  • 1 Solutions
Registered:

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
31,261 Views
89 REPLIES 89

Smith07
Level 1: Joiner
  • 5 Posts
  • 2 Topics
  • 0 Solutions
Registered:

Hi I am unsure if I'm on legacy or 360 but I have the switch up and just switched up about a month ago(I'm on the one it can be done every 3 months) with no problems at all and my credit score is really bad so I'm taking a check wasn't done. But I've heard of on legacy they won't credit check for switch up but if on new 360 they will do a credit check. I've just seen a post saying someone spoke to someone in store and everyone will be on 360 by end of march and now I'm worried I was on legacy but will be moved to 360 and won't be able to upgrade on the switch up and be stuck with a phone I hate 

Message 81 of 90
1,194 Views

Cleoriff
Level 94: Supreme
  • 124630 Posts
  • 828 Topics
  • 7530 Solutions
Registered:

@Smith07 

Have you noticed any change in My O2? If so, you've probably changed to 360.

You can check it out by calling sales. They will be able to access your account as we can't.

Call them on 0800 081 0255 OR message them on Social Media  -on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Veritas Numquam Perit

Girl in a jacket
Message 82 of 90
1,183 Views

jonsie
Level 94: Supreme
  • 93458 Posts
  • 610 Topics
  • 6998 Solutions
Registered:

Not sure what happened with my accounts then

I had 2 legacy accounts

Changed over to 360 2 weeks ago and magically both accounts have been merged when I wanted to keep them seperate

Seems no way to seperate them

Message 83 of 90
1,175 Views

pgn
Level 76: Forum Legend
  • 37459 Posts
  • 239 Topics
  • 1706 Solutions
Registered:

Interesting, @jonsie .

It "looks" like I have 2 accounts merged into one, but one was a dormant account that used a legacy xxxxxxx@o2.co.uk e-mail address, and one that uses my genuine, non-O2 address - the old one still exists somewhere in the caverns of O2's systems, as the headers from a payment last year show:

pgn_0-1709656444724.png

 

Looks like this in the Web 360 MyO2:

1000014706.png

The lower one in screenshot above is my "real" account, but the upper one is the one that seems to relate to my most recent upgrade:

pgn_0-1709895913405.png

3a85fc56-4929-4fad-90f1-e85140a55c91_text.gif

Message 84 of 90
1,167 Views

madasaf1sh
Level 77: Grand Master
  • 10831 Posts
  • 59 Topics
  • 3118 Solutions
Registered:

*beep!*, got moved over last night to 360... I was enjoying been on the Legacy platform.. 

 

All works and logged in fine this morning... now to learn where everything is on 360

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 85 of 90
1,039 Views

pgn
Level 76: Forum Legend
  • 37459 Posts
  • 239 Topics
  • 1706 Solutions
Registered:

Or where it is not, more like, until your next bill lands, @madasaf1sh 🙍‍♂️

Message 86 of 90
1,035 Views

madasaf1sh
Level 77: Grand Master
  • 10831 Posts
  • 59 Topics
  • 3118 Solutions
Registered:

Noticed that already slight_smile  be a learning curve that is for sure @pgn 🙄

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
Message 87 of 90
1,033 Views

Cleoriff
  • 124630 Posts
  • 828 Topics
  • 7530 Solutions
Registered:

Best of luck @madasaf1sh 😂

Veritas Numquam Perit

Girl in a jacket
Message 88 of 90
1,025 Views

Enlli
Level 66: Unequalled
  • 7283 Posts
  • 51 Topics
  • 1602 Solutions
Registered:

Well, after 18 months on 360 I still can't see the past usage graphs after last November 

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
Message 89 of 90
1,020 Views

jonsie
Level 94: Supreme
  • 93458 Posts
  • 610 Topics
  • 6998 Solutions
Registered:

Mine was changed over just after my last bill

Everything works including past usage graphs

I can even download bills but yes @madasaf1sh takes a few days to get your head around.

Even the app works fine

I've found it much more detailed and some good additions to the legacy system

Message 90 of 90
1,002 Views