O2 Broadband
The awards speak for themselves:
- Which (2009) – Best Buy Award for Broadband
- USwitch (2009) – Winner in 9 out of 11 categories including best overall customer satisfaction, most likely to be recommended
- Up to 20 meg, depending where you live
- Unlimited downloads
- No connection charge
- 1st 3 months free
- O2 wireless box (router) included
O2 Broadband online shop
O2 are the worst service providers I have ever had. They were really good in terms of broadband speed and Customer service. But now Customer service is been the worst ever to approach. When they find themselves on the wrong side, they just dont try to help at all. All you get is false promises of call back with no call back.
I sent a mail to there complainreviewservice, and even that did not work.
Here is mail that I sent them.
I am writing this mail with lots of frustration with O2 service. I have been with O2 for nearly about 3 years now. I have been having O2 Home Broadband for almost 18 months now. I decided to move my phone line from BT to O2 thinking it would be easier to manage both from the same serivce provider. but surprisingly I was wrong. Never did I get such worst service from O2.
Here is the complete story:
12th Aug : I requested to initiate house move. I am informed by the Customer service that my line will be disconnected at current address on 15th August and will get my new connection at new address on 22nd August.
15th Aug : My home phone and broadband gets disconnected at the old address.
22nd Aug : did not get any communication from O2. Called the Customer service and I am informed I will get a status mail in 24 hrs.
23rd Aug : No mail received from O2. Called back the Customer service to get status. but I am informed that O2 dont have any records of my call for 22nd Aug.
My house move request which O2 submitted to BT Open reach was rejected on 18th August(for no reason). Nobody from O2 noticed this and I have been informed that O2 can track each and every house move individually. They wait for the customer to call before checking the status for house move with BT Open reach. Now after great deal of discussion, O2 raises another request with BT Open reach for my house move.
24th Aug : Receive an email form O2 saying that my line will be active on 7th September, thats almost 21 days after my current line is disconnected.
so finally now I have already lost 9 days without broadband and have to wait for another 15 days before I have one. When tried to explain Customer service, her response “dont worry sir, we wont charge you for the duration of disconnection” does that mean
that O2 decides not give me service for a month and only benefit I have is they do me a favour of not charging for the duration.
After losing so many days and still being in contract with O2, I feel like I have made life biggest mistake in trusting O2 to provide me with broadband and phone.
Now I am struck in a limbo : As cannot get rid of O2, as I am still in contract and cannot go for another vendor now after already losing 9 days as that will delay it further.
After all this O2 is seriously thinking to improve service provided to me, I am expecting my connection sorted at the earliest but again I know for O2 I am just one customer and they are not bothered about losing one.
I have decided that after ending this contract to move to someone better because others atleast will provide you service even if they charge couple of pounds more.
if someone seriously reads this mail and want to discuss this further to sort out the issue, then please call me.
After this I have sent them a mail again. Hope somebody will call me
Hi O2 complaintreviewservice,
I think you need to change the email id, as I dont see anything reviewed about my complaint. Its been about 20 days. Here 2nd part of my Customer service experience with O2.
I received a call from somebody named James after about 10 days after I wrote the first mail to Customer service to apologize about O2 customer service. He did make lots of promises of solving the issue and will look into the issue as in why the Customer service was so horrible. I spoke to him again on 7th September, thats when I raised a question as in why was I not informed that my O2 phone number might change even though the line transfer is been made in the same area(Basingstoke). He did try to explain me and told me that he will check the call recording that I had with Customer service when I requested for house move and will call me back next day. Now its been 1 week and I am still waiting.
The hassle that I had with number being changed was when I moved my home, I updated all my contacts with the new address and my landline number. Now again I have to go about updating everybody with my new landline number.
Please can someone tell my why does your O2 Customer service, Customer review service agents Shy away from Customer when they are fault. We dont hear from them at all. I would have appreciated a courtsey call from James next day to discuss about my number change, but as mentioned in previous mail. O2 has lost is sense of Customer service and importance of Customer Satisfaction.
Not to rant, but I wouldn’t recommend o2 to anyone.
I’ve been I o2 mobile customer for as long as I can remember, and been on there broadband from pretty much when it first came out.
I had an issue where the broadband would cut out when the phone line was in use, I (being an IT tech) moved the filter and router so it was plugged directly in to main socket of the the house after swap testing the filter. No joy; The phone line is perfectly clear as I had an issue with it a few months back and BT resolved it by sending an engineer out. So I phoned o2.
My issue is not with them wanting to run diags; is the fact that they don’t listen at all. I told the 2nd person that I spoke to; after the first asked me to unscrew the main socket off its backing plate without confirming the type of socket I had, 6 times that the router was plugged into the main socket directly to the new adsl filter, and that my issue was with ‘disconnection’; but he thought he resolved the ‘connection’ issue that I was having and limited me to 2 meg connection???
I then went to customer services to discuss the issue about they member of staff not listening; and they transferred me to tech support without informing me when I already informed them that I didn’t want to speak to tech support as I will replace the router myself. And then 1st line tech support transferred me to 2nd line support when I informed them that I didn’t want tech support as I will resolve it myself, I just gave up.
I later called o2 again when I noticed that they limited my connection down to 2 meg; and the agent then basically treated me like an idiot; tried to diag the original issue, which I already said that I will resolve it myself and all I want is to be placed back on to a 8 meg connection. So I just hung up; and waiting for the disconnection team to start work tomorrow; so I can cancel the connection.
BT fix problems reasonably quickly, provide a solid service and are professional on the phone. No company is perfect but having dealt with both Talk Talk and BT I can assure you that BT are a THOUSAND times better.
Went to sign up with o2 broadband and phone as they offered a better deal than BT.
Unfortunately im “outside” their network coverage so the cheapest deal they could do me was more than Bt charge. Additional charge because they have to rent the broadband equipment.
Got to say none of this is mentioned on thier website.
I’ve just spent the last couple of hours ‘investigating’ ADSL Suppliers on ‘short term contracts’, I thought ‘ah o2, I use them for mobile communications’ having seen the reviews. I for one shall take my business elsewhere, seek another provider who can and does provide what they promise. Thanks for posting the warnings!
Just moved for a second time (From Renting a Flat)in a year was then advised would be charged £51. Also had taken new contract out in Aug 2010 had not thats when I moved the 1st time. Allowed off the £51 if i took new contract, so did. Not aware they are now throttling the package back to very poor speeds. Modem showed connected at 19meg’s but only get around 8megs with Internet speed test.
Not happy
Have been with o2 8meg service for nearly 2 years and only had a couple of probs. However the past 2 weeks has seen my speeds drop from a rock steady 5600Kbps download and 350Kbps upload to an abysmal 796Kbps download and 275Kbps upload. No particular reason given just excuses. No matter what time I attempt to access the internet these have been my hishest speeds for a while. . . I wonder if it’s anything to do with my requesting a MAC since my exchange is now LLU enabled and if I’m lucky I may find an ISP who can provide me with a half decent speed. Sorry but with theses figures I am unable to recommend o2 to anybody.
They have a nerve to call their new packages broadband, they’re now no better than dial up.
New users should look elsewhere, the previous good name of O2 Broadband is now tarnished. Check online, they want your money but give you very poor speeds (read the small print!).
Existing users, hold onto your legacy pacakage no matter what O2s inept sales people try and tell you. They tried to miss sell me into a new pacakge but I was already wise to it. Ofcom should investigate their new underhand tactics.
Shame as I have recommended O2 to friends before, but now I’d tell them to keep well clear.
Been with them a year, never had a problem. Compared to experiences over the last decade, really impressed – never once in the time I’ve been with them did I have to call them, no disruption of service at all. Incredible, considering with talktalk the year before I’d have to call and solve some issue or other every 2-3 months. Been reading all reviews and think I will continue with them, it’s worth paying more to save the hassle of dealing with problems.
I too was duped into switching to a new package from the old Premium package.
The new offering is appalling. Even at 5am the connection is throttled to a mere 100Kbit when 24 hours ago I could reach the full 11Mbit.
This draconian packet profiling is applied to every connection they offer now.
STAY AWAY!