O2’s £10m pledge to rebuild trust, avoid third outage

O2’s £10m pledge to rebuild trust, avoid third outageTelefonica O2 regularly comes out bottom (in the good way) when it comes to customer complaints, however it’s suffered two significant setbacks this year with a pair of major network faults, leaving millions without service on both occasions.

O2 is now promising to invest £10 million to ensure its customers aren’t hit with a third service outage.

Derek McManus, O2’s COO, shares the network’s plan in a blog post titled Rebuilding your trust in our leading network.

The plan is threefold, and will see O2 removing its Central User Database. It’s provided by one of O2’s suppliers (read: it’s not O2’s fault), and has suffered two different problems in the past four months.

The second point will see O2 investing £10 million in the “proven alternative solution”, in addition to the £1.5 million it already invests daily on network improvement.

Thirdly, the Service Experience Team is “up-weighting and re-focussing” (ahem) to ensure “the highest level of customer network experience” as O2 goes through the necessary changes.

McManus cries: “While we recognise that we have dented the confidence and trust of some of our customers, I hope this plan will demonstrate our commitment to rebuilding that trust.

“We will not rest until we have cemented the stability of our network and can deliver the level of service customers have come to expect of us over the last ten years.”

An earlier post confirmed: “While the network outage on the afternoon of October 12th was highly regrettable we will not be offering compensation in this case. We can assure all our customers that we are continually working to improve the consistency of service they get from our network.”

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7 comments

JanSt / MOD  Oct. 18, 2012 at 20:09

That statement probably cost a million, already...

ian2606  Oct. 18, 2012 at 21:58

They should give us customer service advisers something for taking all the crap and trying to explain to customers what went wrong. We are in the frontline when things go wrong but don't even get a thanks from the bosses for trying to keep customers happy. I may work for O2 but I don't like the company.......

matt101101 / MOD  Oct. 18, 2012 at 22:39

They should give us customer service advisers something for taking all the crap and trying to explain to customers what went wrong. We are in the frontline when things go wrong but don't even get a thanks from the bosses for trying to keep customers happy. I may work for O2 but I don't like the company.......
They do seem like the "poor relation" network, nowadays. Nationwide faults and a less than comprehensive 3G network isn't what you'd expect in 2012, even 3 are more dependable nowadays.

lcurdie / MOD  Oct. 18, 2012 at 22:48

They should give us customer service advisers something for taking all the crap and trying to explain to customers what went wrong. We are in the frontline when things go wrong but don't even get a thanks from the bosses for trying to keep customers happy. I may work for O2 but I don't like the company.......

That's exactly what I was saying to the mothership the other day. People don't seem to get that CSAs wouldn't in fact die for their respective companies, and conversely - in all likelihood - absolutely hate them. In any case, they're absolutely powerless to help when something major happens.

Do they still take months to change the recorded messages? I always liked how Virgin Media updated almost immediately, and basically told you to **** off and hang up if you were in a certain postcode. Knowing that I wasn't the only one having problems was all I wanted to hear.

Pondlife  Oct. 19, 2012 at 00:07

That's true, virgin saved me from tearing pc apart looking for the problem a few times realising it was their end and they were aware of the issue.

Think o2 will definitely have some hard work to do to restore trust.

JanSt / MOD  Oct. 19, 2012 at 07:26

agree, Ian, but in their opinion like customer you sign up for crap...
Lets be honest: 10 million's a joke. it'll be PR and a new screwdriver.

matt101101 / MOD  Oct. 19, 2012 at 09:31

Lets be honest: 10 million's a joke. it'll be PR and a new screwdriver.
True, in Q1 2012 Telefonica profited nearly $1B, and that was counted as a bad quarter...

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