O2 Never Calls Back

On Friday our broadband connection failed. After running the usual diagnostics, I called O2. My experience with O2 support so far has been fine. But I have been disappointed this time.

I called on Friday evening around 7pm, after doing the usual fiddling, unplugging, plugging, changing etc, the agent escalated to level 2 as the problem was outside his experience to fix. Level 2 did some more tests, with my support, patience and more plugging/unplugging. The verdict: the case required an enquiry to BT to ‘test’ something. I’d receive a call back with a few hours (most likely sometime early Saturday) but it could take 24 hours as it was the weekend.

No call received by 7pm Saturday, so I called. The agent reviewed the case notes, told me that the report indicated all was well on the BT side and asked me to do some more plugging and unplugging etc. The verdict: an engineer needed to visit my house and the agent needed to approval to schedule this visit. He would call back within an hour or two to do this.

No call received by 7pm Sunday, so I called. The agent reviewed the case notes, said that approval was given and that he’d schedule an engineer call but couldn’t because he couldn’t access the system. He’d have a colleague call me. She called back a little while later and the appointment was made for today.

The engineer visited to check our connection but knew that the problem was with a failed card at the exchange because other houses were affected. Presumably these were spread across a number of home broadband providers, which is why it wasn’t immediately obvious.

The O2 staff were friendly, thorough and polite but, my point is this, why did I have to keep calling O2? I am now in the market for another service provider. Anyone interested?

3 thoughts on “O2 Never Calls Back

  1. Carolyn Bowick

    Hi Nick

    I’d be interested to know how you interacted with O2 – were you polite/frustrated/exasperated? I wonder if the reason you kept having to call back was that they hadn’t identified you as a “problem customer”. My (unfortunate) experience with telco companies is that you have to really lose your rag before you get any attention, which is a shame because it isn’t the best way forward for either party!


    1. nljs Post author

      Hi Carolyn,
      I didn’t get annoyed. The people I spoke to were just doing their job, however, they were consistent in setting my expectations which O2 never delivered against (assuming the agents were on-script). I’m sure that disparities like this are the cause of most customer defections.


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