A new response to O2
Friday, December 11, 2009 at 12:03PM I sent this to O2 today:
From: Bill S Buchan/HADSL
To: "Alley Jonathan \(UK\)" [REMOVED]
Cc: Gregoriou Lucy (UK) [REMOVED]
Date: 11/12/2009 12:02
Subject: Re: FW: O2 customer service. (HADSL)
Jonathan, thanks for your concern. Things have moved on.
We've (55 people and counting) now went public with the complaint, and written to 10 different press or authority names including my MP. I've had a telephone interview with T3 already, my MP is writing to Mr Key, and I'm in discussion with Tesco's CEO's office.
http://www.billbuchan.com/o2/
And on monday this week - the 3g service here at Southwark Street started working. All of us tested, and were very happy with results. We decided to give it several days, as we've seen the service work for a single day. This lasted till Thursday morning, where it was down completely till 2pm (no incoming calls, no 3g). Its back again this morning, but variable.
The scary thing - as you have found out - is that no-one within O2 seems prepared to actually state when (and I mean an actual date, not some woolly 'Perhaps the end of December, maybe') a fix might be actioned. Its as if the Network team don't communicate with the rest of O2. They certainly don't communicate with us customers.
Is the issue resolved ? Partially.
If network service is consistent from now on, then we're happy. There's only
- The subject of compensation for 3 working days a week (at least) lack of service at this location since June. 26 weeks, 3 days a week - 78 days downtime.
- The continued inability of O2 to give any form of customer service on this issue.
- An explanation as to how an entire postcode area can receive such terrible service for six months, and no-one at O2 knew about it, or could do anything about it.
I'll also copy in Lucy at the Chairmans office, so she's kept in the loop. Give the way that the network team seem to give the chairmans office the run around too, I'm sure she'd be glad of an update.
---* Bill