B2B dealers connecting O2 are experiencing “unacceptable” delays of up to a week to action dealer requests, including new contracts.
A number of dealers claim the current SLA (service level agreement) for O2, is experiencing delays of between four to five days, from the standard 24 hours stated by O2, with all actions requested via email.
The delays are affecting new connections being processed, upgrades and tariff changes, which are typically completed within 24 hours.
Dealers claim the delays are unacceptable as the standard of the O2
customer experience from their customers is being put in to question,
with customers being left frustrated and inconvenienced by the
One O2 dealer said: “I am having to apologise to my customers, particularly those who are signing up for new connections. The delays
don’t reflect well on the network, but it’s us that look bad.
Another said: “Some of my requests made last week are only now going
through. That is not acceptable. I appreciate they may be busy, but
that’s not any fault of ours.”
An O2 spokesperson said: “We have been having a very strong September and due to this we have a slight backlog, which we are dealing with.
“We should habe this cleared over the weekend and be back on SLA by the beginning of the week.”