Mobile Industry Review - Latest Comments in The O2 trauma continues!

Re: The O2 trauma continues!

Kirk Bateman — Fri, 25 Jul 2008 10:31:09 -0000

Sometimes you just have to be forceful to get things done. I suppose that because you actually know your stuff when it comes to the techie side of mobiles if anything that should have made things easier, although these days it seems that a lot of companies don't have the ability to speak to techie people and just expect customer service to deal with "normobs".

I had a situation a long time ago with the orange broadband setup for a friend, he'd had it all sent to him (free on certain mobile contracts) and it never worked, I spoke to customer service and technical support a number of times, shouted at them to do line tests etc.. the funniest part was being asked what operating system I was using (bear in mind that the orange modem thingy wasn't syncing with the exchange), so I told them it didn't matter (they said they had to ask), so I said it was CPM which probably didn't help. Eventually sorted when they figured out 2 months down the line that they hadn't activated the line (despite telling me dates that it was activated). This was at the start of their free broadband offer, so I suspect that it was largely down to over subscription, which seems to affect a lot of launches :)

At least you're up and running.

Re: The O2 trauma continues!

DanLane — Wed, 23 Jul 2008 14:13:04 -0000

You obviously don't live in the south-east of London otherwise you'd have heard me having loud conversations on the phone with them!

A stern (but quiet, I was in someone's office) call today got me escalated to a second line person who told me that they had no record of my PAC or any porting request... I explained that my T-Mobile line had deactivated on Friday and that there was no chance T-Mobile would be playing a BT Cellnet branded error so there must have been a record of it because it was pointing at their network, I threatened to confirm this by doing an SS7 lookup to find the HLR... to cut a long story short, my number was ported and working within the hour.

What a bunch of monkeys!

Don't think that just because, as far as I know, I'm all up and running that I'll be happy now, I'll be complaining and moaning to all the relevant people and if I can't cancel my contract and keep the handset I'll at least be looking at getting my first month or so free. And rest assured that if there is even the slightest chance that I can terminate my contract early (due to terms changes etc) I will do so and inform all our readers how they can do the same and port to a proper network :)

Re: The O2 trauma continues!

Ewan — Wed, 23 Jul 2008 05:02:05 -0000

Ah hah a Pratchett fan!

Re: The O2 trauma continues!

TerenceEden — Wed, 23 Jul 2008 05:00:07 -0000

Not to be harsh, but why should O2 care about you whinging on a blog? Maybe a few people will think twice about O2 next time - but the majority will look at minutes/£ and coverage.

You're still planning on paying these monkeys money? Why?

Invoice them for their time. Ring them up and don't get off the phone until you're satisfied. Write to the CEO. Write to Ofcom. Write to "Which?" Have a loud conversation in your local store. Return the phone and cancel the contract. Churn your number to another provider. Do everything you can to negatively affect their KPIs - that's the only thing that they're paid to care about.

Don't be so bloody English and moan about it in the pub - take action. But don't cancel your Direct Debit - that could impact your credit rating.

*takes dried frog pills*

--
Not the views of my employer, fairly obviously.

Re: The O2 trauma continues!

Ewan — Wed, 23 Jul 2008 04:41:14 -0000

I can't seem to get through to you on your mobile, Dan? ;-)

Re: The O2 trauma continues!

Mac Morrison — Wed, 23 Jul 2008 04:01:13 -0000

i had a similar pain when i ported my orange no. into o2 several years ago.
and similar pain porting it out to voda.
no probs with voda -> tmoby though

Re: The O2 trauma continues!

Kip Hakes — Wed, 23 Jul 2008 03:58:19 -0000

Jeeeeeesus that is crap. When my company moved over to O2 it was very painfree, sounds like the O2 systems have just broken under the load of such a big surge of registrations! My advice - cancel the direct debit until its sorted ;)

Re: The O2 trauma continues!

James Whatley — Wed, 23 Jul 2008 02:33:23 -0000

Why do you still persevere?