Posted by Kate Phizackerley on Monday, April 09, 2012

I moved to O2 broadband and am very happy with the speed.

O Customer Service - now that is a very different matter and much less impressive.  I picked up the router in store last week- Broadband Takeaway.  Very sensible.  And for a week it worked well.  Then last night O2 pushed a firmware update out and it took the router down.  Bricked it.  All there was this morning was two flashing lights.

I called customer service and was told that they had had issues with the firmware update over the past few weeks and it was taking some routers out.  Mine was one of those affected.  So why are they still sending out a firmware update which is known to brick routers?  And why sell routers with an out of date firmware - they should be reconfigured before sale if this was likely to be a problem. Selling something with a known issue isn't good customer service at all.

Replacement router?  No problem. Only not in store.  That is only available to new customers.  Us poor saps who have had our routers taken out by a buggy O2 firmware update we didn't want, need to, or ask for, have to wait to have one posted.  It needs to be signed for so we have to be in all day.

Crap O2 customer service that.  Really abysmal.

After a lot of complaint my router is due tomorrow morning.  We will see.

In the meantime I went out and bought a Netgear N300 router to get me online while I wait for O2 to pull their finger out.  The Netgear is noticably faster than the O2 router.

If you want broadband then the speed from O2 is good (for me at least).  Just a shame about their customer service.

My thanks to my friendd Sarah for setting up the Netgear.


Jess said...

Sounds like the steaming pile of inefficiency otherwise k own as 3 customer (non)service.

A fortune awaits the telco who gets this right.