time taken to resolve an issue

[fedup30]

I have limited access to my account and no access to bills. Aafter several unsucccessful phone calls and DM on twitter am I alone in thinking 8 days and miminal positive response regarding the issue is far too long . I did receive an email recently telling me that O2 were changing the method of collecting direct debits . I wonder if this is the cause of the issue or simply a weird coincidence. My wife who also has an O2 account did not receive the direct debit email and her account is operating as usual. The latest changed direct debit was for the correct amount so O2 haven't messed that up yet! Anyone else had a similar issue since the start of 2023. Thanks

[MI5]

@fedup30 

Everyone is being transferred over to the new billing system eventually and we have seen others with teething problems.

I'll tag @ColinO2 for advice.

[jonsie]

Mmn....almost 30 million accounts being changed to the new billing system

I'm guessing a couple of years...

[fedup30]

It's a pity that it happened when I needed the dec-jan bill info urgently. As a communication company it seems  unfortunate that it has chosen not to communicate openly (or at all ) with their customers. 

[ColinO2 · Accepted solution]

Sorry to hear your having those problems @fedup30. We do have a case open around people being able to access historical bills through MYO2 (i'm chasing that one regularly). The team should be able to get you what you need though. I can you see you mentioned DM'ing us, please follow up with another DM on there and i can make sure the team pick it up. 

Not an excuse for poor service, but we have had a few challenging days with some issues with our voice teams and the volumes landing in Social. However we will look to get you sorted. 

[fedup30]

Sent DM as requested via twitter. Do I really have to repeat the same account repeatedly? Does no one look at the conversation thread ?

[fedup30]

account info repeatedly