My battle with o2

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Dear o2,

On Monday 27th June I called you to arrange to transfer my old pay&go number (07745 ######) to my new contract phone (07725 ######), which I had just received. It was a long phone call, because there were technical problems at the centre, so I had to give each of my details three times or more. Finally, though, I was told that it would take 48 hours (estimate number 1) to complete.

Several days later, it still hadn't been done, so I called up again to enquire as to what had happened. I was told that there was a record of the transfer and it was processing, but the person I spoke to originally was incorrect, and it takes 7-10 days (estimate number 2). So I waited. It is now Tuesday 12th July, and it still hasn't been done. Upon calling your centre (speaking to Andrew), I was told that there were no records of a transfer being made in the first place. After a rather lengthy discussion, and a brief investigation as to why there seemed to be no trace of it - which returned no results - I was forwarded to someone who could help. Call #2 today (speaking to Adrian). I was told that it would take 5 working days to clear (estimate number 3), eventually given a PAC code, and sent to the next person. Call #3 (speaking to JJ) was short, because I'd been given the number of a person who could give me a PAC code, which I already had by now, rather than the person I needed to give it to. Cue phonecall #4 (John). Gave him the code (and sat on hold for several minutes while he did the paperwork).

Six calls in total, 45 minutes in one sitting (about half of which was spent on hold), and three different estimates on how long it would take. Each person wanting my name, address, both phone numbers and a landline number, date of birth, colour of my socks last Monday etc.

And I'm still stuck waiting until this time next Tuesday.

This is absolutely unacceptable. I realise that there is nothing that you can do to make the transfer faster (though ensuring that it goes through without another hitch would be a wise idea), however at this point compensation in some form would not go amiss. I've been patient with you up until today, (I had problems with DHL, your chosen courier, trying to get the phone in the first place), however this has pushed me too far.

Helen Hogg
A (now-reluctant) o2 customer

Dear Helen,

Thank you for contacting O2 Customer Service.

Thank you for transferring your mobile number to O2 Online.

Both of my numbers were already with O2.

Please accept my sincere apologies for the preceding miscommunication and any inconvenience this matter may have caused you.

Miscommunication? The inability of your trained monkeys to understand simple instructions, you mean?

Your mobile number (07745######) will be transferred to your new O2 Online SIM on 20 July 2005

Wait... that's the Wednesday. I thought it was going to be Tuesday. Don't tell me you've pushed the date back again?

You should expect to be without service for several hours on this date, between the hours of 7:00am and 10:00pm. Please ensure you have transferred any numbers stored on your old SIM to the new SIM before this date.

Please note: In addition to experiencing loss of service between the hours 7:00am and 10:00pm, the service may not return (including text messaging) for up to 24 hours after the transfer takes place.

However, you should have full service including making and receiving calls with your temporary number until the number transfer is complete.

If you should have any further questions, please visit our online Help Centre at:

http://www.o2.co.uk/help

Kind regards,

Name omitted
Mobile Number Porting Team
O2 Customer Service

Dear o2,

Once again you have proved your incompetence by simply not reading the email I originally sent (which I have attached underneath for reference).

Yesterday, I was told that the transfer would take place next Tuesday. Now you are telling me that it will take place on Wednesday, pushing the expected date back yet AGAIN.

I have so far not been able to use my contract phone, the service I'm paying for, because it's taken you quite so long to get this sorted. Next Wednesday I will be going on holiday for two-and-a-half weeks, which will mean that I won't get to actually use my phone for the first six weeks that I'm paying for. And during the time up until I leave, I'm having to continue to shell out for my pay&go phone. This is simply not good enough.

I sent you an email to complain, and I get a vague reply of "sorry", and then a further explanation of how the transfer will work - which I know already, given that it was explained to me in a fair amount of detail by the numerous customer service staff I spoke to on the phone yesterday.

This is not the first problem I have had in dealing with you, however I certainly hope that it is the last.

Helen Hogg

Thanks for transferring your mobile to O2. This will take place on 20/07/2005. You will be without service for several hours on this date, between 7am -10pm.

Thanks for transferring your mobile to O2. Save any numbers stored on your old SIM to your new SIM before 20/07/2005, otherwise these will be lost.

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