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Don't blink... avoid o2 like a twitching man with swine flu, if you want any hint of customer care or more than one out of ten service.
I am a journalist who has had the misfortune of having had a phone service and broadband service and all I can say it is the worst customer service I could ever have dreamt of.
I bought a Sony Ericsson phone from o2 that went faulty and they would do nothing to replace, but the manufacturer DID. Without question. Says it all.
o2 provided a mobile service after my Genie pay as you go unfortunately transferred to them and tried consistently to transfer me to another tariff without discussion, and attempted to changed my Wap allowance without any communication. The only way I got to keep it is through a complaint to the chief exec.
I got their broadband service and the speed was nowhere near how they sold it, and the modem was broken when it arrived.
Now they are restricting the number of emails any o2 user can send out at once to 25... or rather 15 in my case. WITHOUT LETTING ANYONE KNOW. No email to users, not even a reference on the website. Too much hassle, apparently.
All according to o2 in the email I have received to "relieve congestion in the network". What a load of nonsense!
And when I complain I get invited to pay for another service that would allow me to send more emails. It's all here in black and white... unbelievable.
There is a clear message here.
But then they were more than happy to communicate when falsely accusing me of sending hundreds emails at once... which is the most ridiculous nonsense since Mr Idiot became winner of Idiot of the Year competition in Idiotland. I have invited them to pay me a visit to see for themselves. Funnily enough the invite has not been taken up. Not interested in proper investigations.
And when they get a legitimate complaint, instead of sorting it out, they invite you to quit the service. Because they don't want people that complain. They don't like having to deal with legitimate trading standards moans. They have a dedicated officer.. not surprisingly.
I have the email dossier which supports everything.... they would make me laugh if it was not so serious.
This is just a taster of what to expect.... it's a file of o2 shame. And that is what it is... shameful.
These are NOT one off situations. It happens time and time again.
Suffice to say all traces of o2 will be wiped from our home, because they are a disgrace to the world of enterprise.
Eyes open, don't blink... o2 service across the boards is unacceptable and I would advise all that is thinking of hopping on board to run a country mile. Sorry, make that a thousand.


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Posted: 2009-06-06 10:31:39
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Every networks has its problems, i personally found Orange & Carphonewarehouse to be the worst places to shop with the worst customer service, while everyone else has never had problems with these networks. Just depends, too bad though on poor customer service though.
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Posted: 2009-06-06 10:45:46
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Been with O2 4 years and can not fault them in any way.

Outstanding customer service.
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Posted: 2009-06-06 11:36:38
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I have never had any problem with O2. The repair process they have is great from my experience. The customer service is all inside the UK. The broadband has been rated in the top 5 best providers all the time as well as the network.
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Posted: 2009-06-06 12:44:32
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I feel the same. Got the C905 and wanted to use the GPS with Google Maps which is blocked and the geo-tagging on photos which doesn't work. Obviously these features work on the phone, but O2 seem to have blocked them from working. Shocking.
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Posted: 2009-06-06 12:57:42
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At the end of the day whatever network your on some customers have unlucky or bad luck and service. Even top companies such as O2 no one is perfect. One minute you read loads of complaints about Orange then you read they been voted most reliable mobile broadband. Its swings and roundabouts. Im sure plenty have complained about every network saying they are the worst ever. I for one have myself.
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Posted: 2009-06-06 13:03:00
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Been with O2 for about 4 years now, really pleased with them and their retensions line was fantastic too, which is supposedly the worst thing about other networks.
Had a hiccup with them when buying a refurb unit, but that was a while ago now
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Posted: 2009-06-06 13:11:53
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I have had a terrible experience with 3. Wherever I went you get coverage, then all of a sudden your call kept dropping. The only network I had good experience with apart from O2 is Orange, but that was back in the days when Orange were good for cust service and the call centre's were not abroad.



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Posted: 2009-06-06 13:17:51
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Its different with me I had poor network experience with O2 but loved the value and customer service sometimes. Orange great network reliability coverage and customer service but terrible retail staff I recently went back to O2 its network is not as fast as Orange but I can live with it for now. Funnily enough I actually found Orange customer services in India really friendly helpful and knew what they were doing. Though it was nice sometimes when I spoke to someone on Orange here in UK. I am sorry you had bad experience sometimes it just happens that way guess O2 cant please everyone.
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Posted: 2009-06-06 16:22:00
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I`ve been with O2 for 3 years or so and i have had no issues with them at all. The only network i had any major issues with was 3, although that was in their early days.
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Posted: 2009-06-06 17:12:36
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