Just jumped ship from O2....

[Rik]

Oh well, they have the rest of today then.

[T_M_D]

To make an immediate difference, we are contacting more of the customers doing the heaviest downloading on our Access network. To give you an idea how some of the heaviest downloaders compare to the average O2 Home Broadband Access customers who download around 5GB per month (about 15 episodes of EastEnders from iPlayer or similar);  the heaviest downloaders (the top 100 customers) download  between 290 and 1,420GB per month. So the top downloaders, are downloading the equivalent of 4,500 episodes of EastEnders in a month.


We will be continuing to contact the heaviest downloaders asking them to change their behaviour as we know they're having an adverse effect on the majority of our customers.

Gosh, what tosh they talk! Sounds like they haven't moved on at all sorting out the myriad problems with Access since I jumped ship in November last year.

Thank goodness I did! I can't believe that anyone can manage to download 4,500 episodes of ANYTHING on the Access package  T.

[Rik]

Or that they would want to.

[T_M_D]

Or that they would want to.

[exxos]

well its been over a week and still no MAC key. I emailed them and they said...

> Hi Chris
>
> Thank you for your email regarding your broadband account.
>
> I've checked your account and can see that you've not yet received the
> MAC key. I'm afraid I'm unable to help you regarding the MAC key through
> an email as you're on a home access package.
>
> The easiest way to arrange for the MAC key is by phone. Please call us
> free on 0800 230 0202. Remember to drop the first zero if you're calling
> free from an O2 mobile phone.


like, here we go, I did that a week ago called them, sure as heck aint calling them again, what would be the point after they failed to sort it the first time I called ?! Here goes the "going around in circles" thing now 

[Rik]

Phone and tell them you'll be complaining to Ofcom, that usually does the trick.

[exxos]

I know I have this issue each time I try to change my ISP, When I left demon it dragged on for 6 months. One time I changed between ISP's (cant remember who ) they could do the change for me and all I had to do was sign a authorization form to allow the new ISP to make the changes. Do IDnet do that ?  Its clear O2's support sux and I really don't have the time to prat about for weeks/months on end while they just mess me about.

[Rik]

No, the MAC system now requires that the 'losing' ISP issues a MAC key.

You don't have to wait for O2, though, go to Ofcom and they will apply pressure.

[exxos]

well that kinda sux then yet again poor customer service from another ISP (meaning O2!) Where us the poor customers have to go though epics of hype to get anything done at all. Back over to the O2 forum to warn people again!

[Rik]

Take a look here:

http://www.ofcom.org.uk/consumeradvice/internet/service/switch/mac/

[exxos]

yeah, i just been going around in circles on there. Does not help much, just end up on the same page where they say to contact the ISP. like doing that does anygood anyway. Will write a complaints letter after tea, not like it will do any good. Then write to the bank to terminate their payments as I'm not paying for a service i can't use. They already had more than 30days cancel notice and they are not going to bill be for next month too!

[exxos]

Email sent away to O2. Wish I had gone into law rather than computers & electronics!

[Rik]

We often feel the same.

[exxos]

another email..

Hi Chris

Thanks for getting back.

I'm sorry for the inconvenience caused during this period. But I'd like
to inform you that you're on Home Access package so I'm unable to
generate a MAC key for you as we don't have access to generate it.
This is the reason why you've been asked to call us on 0800 230 0202.

I hope they'll sort this for you.

Kind regards

Ajit
Broadband Customer Liaison Advisor

------------------------------

So the point of me calling O2 to get a MAC key is......... ? so now i have to ring somewhere else now! seesh, going around in circles passing the book or what!

[Simon]

That sounds like botal tollocks to me.  What difference does it make what package you're on?  Why can't they call you?  I bet that number they have given is their retentions team, who will try to bribe you to stay.

[Steve]

Good job they don't spell the liaison advisor's name with a "g" instead of a "j" 

[Gary]

probably as O2 are split into two million parts it seems, if he is contacting the LLU helpine they cant sort out the MAC key as its nothing to do with that department, just call the number, they tried stalling on me but after phoning them and mentioning Ofcom they gave me the MAC key while I was on the line. O2 are split into two distinct units, LLU and O2 Access that's probably the reason you are having issues, its damn frustrating but big providers have more hidden departments than the Lion the Witch and the Wardrobe.

[Rik]

Good job they don't spell the liaison advisor's name with a "g" instead of a "j" 

[exxos]

I will ring the number monday, kinda had enough of them for one week!

I noticed my connection runs slow at 5k/sec from 12:00 right though the day, and even at 2am still 5k/sec, however, when I do eventually get out of bed, it runs about 80k/sec from about 9am-12:00.. So its probable that "full speed" is something like 6am to 11:59am then it drops dead. Its not motivating me to get out of bed early though. think I would rather pay a few quid more for a good isp    

[Rik]

We know how you feel.

[quandam]

exxos

Companies today drive you absolutely mad It is not only ISP's it strikes me most have their Ajits 'working' for them

[exxos]

exxos

Companies today drive you absolutely mad It is not only ISP's it strikes me most have their Ajits 'working' for them

everyone company under the sun drives you mad, you name it! dont get me started on banks!

but good news!!

I rang up o2 AGAIN today, the guy was supprised i had to ring them as O2 couldn't give me my number, so presume that was "Be There" , but he couldn't help and passed me to retentions team, after half a hour and being passed around, in short, they screwed up, and 3 hours later I FINALLY have my MAC key!!!!

apparently i have to ring them when IDnet use the key ?! seesh, if I aint spent enough time calling them already!

[colonelsun]

This can't help 02s public image. I understand it's their Access Package we're talking about but with more and more telephone exchanges being updated and going LLU, surely it has a knock on effect on their other products?

[Simon]

apparently i have to ring them when IDnet use the key ?! seesh, if I aint spent enough time calling them already!

Err... why?  

[exxos]

I have no idea!  suppose its the thing that if I dont do it , its the "well you didn't call us to cancel your account after the mac key was used so we billed you for another month"  kinda thing no doubt.