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< Esato Forum Index > General discussions > General > What are your experiences of customer services from your UK network provider? Good and Bad please! Bookmark topic


I am with O2 and all I can say is their customer service is shit. So bad that I love it. In the last 3 months I have been given over £100 of credit on my account just for asking for my PAC number (3 month free line rental). Truly they do not know what the left hand is doing from the right etc. The staff are so poorly trained they have no idea what is going on, what is released when etc. They couldn't explain what i-mode was and also said HSDPA is old technology and 3G is a much faster way of data transfer etc. They are truly useless, frankly I fancy another £35 so might ask for my PAC tomorrow too


What have you experienced?
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Posted: 2006-11-05 23:24:42
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I'm not an O2 customer, but I only know too well from others how utterly garbage they are.

Story #1:

My dad was on a tariff of about £12 a month from the days of BT Genie. In December he asked to be put on PAYG. For some reason they told him he couldn't. So he left it at that.

Only, six weeks later a bill arrives saying my dad owes in excess of £100. I phone up an query only to discover after one hour of being on hold and tossed about from department to department that the idiot my dad spoke to had placed him on a high-priced 18 month tariff without his consent or knowledge. I can only imagine the berk at O2 was short on his sales pre-Christmas so saw my dad as easy prey.

Cue TWO WHOLE LONG MONTHS of endlessly calling week after week trying to sort the mess out, O2 refusing to do anything and calling me a liar, sending countless bills and departments not talking to one-another nor making any notes each time I called (meaning I had to go through the same story EVERY SINGLE TIME) before finally a result and we got our money back. Minus the hours of my life wasted.

Story #2: My missus reached the end of her 12 month contract last July. Instead of taking a new handset she agreed to take £100 off her bills for the next 12 months instead. Without fail, every single month they bodge it up and either forget to do it, or don't take enough off meaning a phone call needs to be made every 4 weeks.

I could go on, but you get the picture. I believe without a single shadow of doubt, O2 provide the worst customer service I have ever encountered. Worse than British Gas, TalkTalk and HSBC combined.

On the flip-side, mobile phone network wise, Vodafone haven't been too shabby in the 18 months I've been with them. Get through to them quite quickly and seem to be able to resolve any queries there and then.
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Posted: 2006-11-05 23:36:56
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I haven't had any problems with O2 in the 3 years I've been with them, though not needed to use their customer services much!

I've asked for a pac code last couple of years, and now my line rental is half price, don't think it'll go any lower though as I'm on more or less the lowest tariff already!
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Posted: 2006-11-06 00:10:06
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Both me and the missus are on O2 and we have had countless issues in the apst, so much so we ended up have the head of O2 Customer Services deal with our cases....

I still have his direct line and email....Any issues now quickly get resolved....


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Posted: 2006-11-06 10:07:07
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Orange are a joke, they took £250 from my account after they botched an upgrade (w800 rather than W810 sent out!) and it took 3 months for them to give it back, said they wouldn't charge me for things then put the charge on my account, messed up the online billing and couldn't fix it and never answer the phone, 2 weeks ago after being on hold for 44 minutes I snapped and called the retentions line (only on hold for 2 minutes), now with O2 and no issues so far.
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Posted: 2006-11-06 10:28:08
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In the pas I was an Orange customer and had absolutely no problems
with them, any problems were dealt with very quickly and easily (replaced
handsets, tech support etc), 24x7 cover.

Now with O2 ..... Arrghhhhhh .... 8->8 cover, untrained idiots .... the only
saving graces - good coverage for me and this ....
I phoned wanting to upgrade my tariff, yes tariff NOT phone only to be told
that I was only 6 months into a 12 month contract and that I couldn't do
this !!!! After 30 mins talking to various departments I now seem to have
upgraded my tariff AND my handset (Silver K800 package !)

Better cancel the new contract with the K800 !!!!!
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Posted: 2006-11-06 10:35:52
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Hi all,
I won't bore you with all the details again but just before i left Orange i actually had to threaten to issue a Summons to the Legal Department to get my issue resolved. Orange used to have the best customer service in the industry and would win the JD Power award every year now in my experience Orange appear to have a culture of we are always right irrespective of the facts, really is a shame IMO. First move was to Virgin who although charge 10p for talking to customer service agents at least the phone gets answered by a real person and are usually pretty good. Now with T-Mobile and have had no issues with them so far.

Marc
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Posted: 2006-11-06 10:40:16
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Wonder what happened with Orange? It wasn't so long ago that they would provide the best customer service from any mobile network. Now, you have to wait absolutely ages to get through to someone who probably won't be able to help you as efficiently as possible.

Me thinks demand is too much for them at the moment.
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Posted: 2006-11-06 19:14:06
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o2 experience - good network, horrible customer service. If you are on an online contract forget about any help. You can however barter for upgrade prices.

orange - expensive tariffs, but orange shops are generally really helpful when you eventually get seen to (it's always so busy). Their phone system is unfathomable if you have any slight knowledge of mobile phones, but you can eventually find someone who has a vague idea of whats going on. Main customer service phone number has a queue that has only been beaten by NTL so far. (can you believe I've once been on hold for about an hour and a half and not got anywhere with them? ridiculous)
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Posted: 2006-11-06 19:28:40
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i think you win some, you loose some...

you cant please everyone as they say..

i myself have had issues with Orange yet i still stay with them, would never even look at a different network! why?

i dont know in all honesty... just been on Orange since i got a phone and my issues get sorted quickly!!



fatreg
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Posted: 2006-11-06 19:42:43
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