A moan about o2 Broadband

[Tony1044]

Originally Posted by NewsreadeR

Cheers Tony, now I know how you felt, it is like banging your head against a brick wall.

Oh god yeah - it's the sheer frustration of it all that just makes you want to cry and knowing it's mostly empty promises you're getting back.

Originally Posted by NewsreadeR

Ouch - No way would I pay £17 for Broadband per month.

Neither would I if it weren't business broadband - but it includes things like a free static IP address and allegedly upgraded support (I say allegedly in this case, as I've never actually had to use it in any kind of anger - yours and my own recent experiences don't fill me with confidence of what'd happen if I needed to, though).

Originally Posted by NewsreadeR

If I had not had a Sky router to fall back on, I was going to buy one last week. But knowing they work OK on o2 saved me £40 or so. The £40 isn't a problem, it's just that o2 offer a router when you join them, which has to be sent back upon cancellation. The problem is, why should I have to buy or use another router, just because theirs is crap?

o2 should provide a router that is fit for the purpose, 9 months into my contract, I still haven't got one.

They can have mine back right now if they want it - it's a bloody shame too, because their router gives the absolute wrong impression of the quality (so far) of their product.

Originally Posted by NewsreadeR

tbh The only contact that was worth contacting o2 was the guy who I spoke to who updated the FW (after Midnight) - The other 2 were useless.

Again - I know exactly where you're coming from. You find the one gem in the pile but it takes so much calling and hassle to get them and then just when you think things are starting to look up - bang! Back to square one with unfulfilled promises.

Originally Posted by NewsreadeR

1) Receive the original phonecall originally promised on the first call, as to let me know if the relevant department, actually authorised that I could have a new router. Remember, this was promised on my first call, and still no phone call. Yes, I am unavailable sometimes, I may be out, I may be asleep. But even so, they could have sent me an email, they could have sent me a text, or they could even have left a message on my answer phone or my voice mail. None of this has happened.

And this, O2, is the crux of it - if you promise someone a call back within a given time then it's wholly unacceptable to fail to provide it - we're all grown ups and we understand that things happen and things go wrong, and whilst no one wants to hear that their problem isn't being fixed we want to hear _something_ if we've been promised it.

Originally Posted by NewsreadeR

2) It would also be nice to be able to log onto my online account, but I am unable to, as I bought a new phone, and forgot my password. It would also appear that o2 cannot even amend or properly update a new phone number, nor associate it to my online account.

Nor can they pull in several accounts to all be under a single entity - my broadband is completely separate to my mobiles and never the twain shall meet. I gave up trying in the end.

Originally Posted by NewsreadeR

tbh Tony, I am no longer bothered about any of the above. I have already made my mind up to move. I am so incensed by the total lack of customer service, that I am going to buy myself out of my contract and move back to Sky anyway.

At least I know Sky CS is sometimes dreadful, and I also know that their routers are normally solid. I also know people there who would help sort any problems out for me anyway. Yes, I know it's a perk, but no one, hopefully, would blame me for pulling a very occasional favour in.

As for the router, if o2 want it back, I can send it tomorrow. It's pointless having it here, as we have some rubber stoppers for the doors anyway.

See what's happening here, O2? Your product is generally very good but your lack of care towards the people who pay for your product and ultimately your wages is starting to make us believe that we'd be better off with competitors.

Given the service that the guys here provide for nothing then the least you could do is acknowledge the problem and apologise - and as to the question of expecting a little bit extra - no, I don't blame you in the slightest mate, and considering how you've worked hard and promoted their cause I think it's dreadful to be treated in this way.

And worse - anyone less technically savvy would've been left without a product that they're paying for. Not good enough guys.

[SkyPaulusPlus]

bravo!

i got the wireless box 2 about 9 months ago, ive used it for about 1 hour max, useless configuration. ot my login details and bang straight into a sky netgear v2. no problems.

once i plugged it back in to see if my net had went off, it had.

i dont know why o2 send out these sub standard mass produced chipboards, almost as bad as the original bt home hubs. if o2 fancy 1 mint condition wireless box they can have it, its taking up valuable space in my bin

[Tony1044]

Welcome to the forums, Paul.

Word of advice - you might want to check the contract as I seem to recall with O2 you don't _own_ the router and it's their right to request it back if you change ISP?

[SkyPaulusPlus]

yep, they can have it back now