O2 Mobile Broadband for Business

This is my great experience with 02!!!!! 0__o

This is the letter i wrote to them.....

Dear 02,

I am writing this letter because I want to inform you about the bad service that I have received in my past 2 years of contract despite paying 1500 pounds for a service that proved to be ridiculous.

I want you to understand why I don't want to renew my contract with your company unless I'm presented with a really good incentive to compensate for the appaling service in the past 2 years.

Please read my story. If done properly, conclusions can easily be made.

In October 2010 I joined 02 with a 2year contract of 36 pounds per/month (unlimited sms, 500mb, 600minutes to everyone) and I paid an additional 150pound for an IPhone 4.

Till March 2012 , which means 18months after signing up to the contract, I was paying my bills regularly, with an average spend of 50 pounds per month ( please check my account chronology) for a total of 900pound (18x15).

In march 2012 I had to move to Italy for work reasons, that's why I called your customer services and I asked to terminate my contract or to find a solution ( A sort of international plan. Vodafone and TMobile offer this if one moves country.) in order to use my phone line abroad without paying a fortune.

Your customer service representatives were unable to help me, the only solution they offered was to :terminate my contract only if I paid the remaining 6 months in one go ( which was at the time 250pounds)!!

I found this solution unacceptable for 3 reasons:

1) You didn't offer me any alternative solution

2) You didn't consider that I already paid almost 1000pounds in the previous 18months, which made me a very good client offering 100% loyalty to your company. (One would think that being loyal would count towards receiving help and good service?)

3) 02 doesn't exist in Italy, and even if I wanted to use my contract abroad, it would have been impossible for me do to it, mainly because I would have been charged a fortune using the service abroad. O2 therefore created a problem for me as I had to change number completely and sign up with an Italian provider.

In the end I didn't do anything, stupidly accepted the NON- SERVICE and I kept paying my bill regularly.

In April 2012, after leaving the UK, I was suddently faced with 2 problems:

1) I got a bill of over 100pounds

2) I was unable to pay it as your system didn't accept my Italian card nor did it accept a payment from Italy.

I called (again!) your customer services and asked for assistance. Your operator told me:" do not worry Tony! As u still have 6 months left of contract, you can pay your bills when u want during this time. It means that when you will be back in the UK, you can pay everything at once".

I came back to the UK in July 2012 (after 3 months) in order to pay the bill and I found that:

1) I had an outstanding balance of over 350pounds!!!!

2) I was unable to pay it because my account was suspended and the matter was in the "hands" of some agency.

In the end I paid this 350 pounds plus the agency fees (another 50pounds), plus I found a little present:

my credit rating suddently was bad and I would, well I will have to wait another 5 years before it is restored to it's perfect conditions as prior to O2's unability to help or inform me correctly about my account during my remaining contract period. I am appalled by this, not just beacuse O2 has destoyed my possibilities of continuing a normal life with normal credit rights in the UK, BUT because giving customers faulty information that has such devastating after effects should be grounds for a lawsuit.

Following this, I kept paying my bills until today ( the last day of my two year contract) with an average spend of over 100 pounds per month.

Since March 2012 O2 costed me over 600 pounds for a service I haven't used, and since October 2010, O2 has costed me over 1500 pounds for a service that didn't help me when i needed it.

The most ironic thing is that in the past 2 weeks, O2 agents keep calling and asking me:....If I want to renew the contract for another 2 years!!!!!!!!!

I explained all the problems to them that I went through and they asked me what conditionswould made me choose 02 for another 2years.

I said that I simply wanted to be treated as a customer that has already spent over 1500 pounds in the past two years, a customer who didn't receive assistance and (most importantly) as a customer who has been damaged by the company by having his credit rating completely ruined.

Your agents offered me a 26pound monthly contract( unlimited SMS,unlimited minutes, 1G Internet) plus an additional 250 pounds for the iPhone5.

I said "no" because this offer is way too similar to other competitors such as Orange or Tmobile and I don't see why I should bring more money(probably over 1000 pounds in two years considering my statistics from October 2010 to March 2012) to a company that has treated me so badly.

I asked for an incentive or a compensation for all the money I lost due to bad assistance but was presented with nothing.

The O2 salesperson on the other line replied:" I am sorry, we cannot do this. I suggest you to change company and look for something different!" (Utterly helpful).

WoW! I was and i am still shocked!

The only thing I can say is:

Thank you O2, you have the best customer service/customer care ever (please note the sarcasm in my voice). Your company really knows how to develop loyalty in customers. Appalling.

Additionally, after the over 1500pounds that O2 took from me in 2years and the potential possibility of me signing a new contract which would mean I would spend another 1000 pounds, you are still so unable to see the mistakes that you have made and can't even offer to rectify what has happened, or at least some sort of discount to compensate for the clearly incompetent employeed that I have been subject to??

I find this ridiculous and cheap.

The mobile broadband from O2 wasn't the cheapest amongst the other companies, however where I live coverage is slack and the only networks that are supported are O2 and Vodafone. Being already an O2 iPhone customer I decided to go for the Mobile Broadband and Home Broadbband Package.

So far I have found the coverage to be very reliable and it has been a life saver when I needed to submit urgent work. I get a 3GB allowance with my tariff and this is more than enough for me, it can be a little slow on YouTube, but the sales advisor was really honest with me and told me this to be the case with all mobile broadband companies. As such I don't use YouTube on this as much. When I'm really bored at work I use Facebook and MSN, and it works just fine with that. I definitely recommend them for uk use, but if you want to use it abroad, you are better off using a wifi hotspot.