I need broadband for work, but O2 made moving house a nightmare
We are O2 mobile customers and were, until 24 November, also broadband and phone customers. That is the date when we moved house and I duly telephoned about a week before to inform them. They told me that they had to close the account before they could transfer.
I am an academic and work at home for half the week and cannot, therefore, be without the internet. As a result, we agreed they would organise the transfer on the day of our house move, but I was then told that the earliest it would be up and running at our new place would be 11 days later. That was a pretty bad time line but we managed on a dongle they sent us.
The date the broadband should have been up and running came and went – and still nothing. I then telephoned again to be told that the job had to be restarted because they couldn't transfer our old telephone number. I was assured it would be up and running on 20 December with a new number.
The date came and went and still nothing. It then transpired that they had the wrong address the whole time and have, in fact, taken over a neighbour's line rather than ours. I was then told that the quickest way to get connected would be to close the account and start a new one.
I duly did that, only to receive a text message telling me that the new start date would be 26 January – some eight weeks after the initial move. SC, Cambridge
What a debacle. 02 has admitted its mistakes but still said it cannot connect you before 26 January because a BT engineer has to visit to install an active line and apparently BT cannot get there any sooner.
By way of an apology for the delay and inconvenience caused, 02 has offered you one year's free broadband and home phone and a free mobile broadband dongle. You would have liked 02 to compensate you for the additional journeys you had to make each week into work because you did not have a broadband connection at home.
We worked out that your train fares would have amounted to £120 over this time and asked 02 to consider providing this additional sum.
It refused and you have, reluctantly, agreed to take up its original offer, which is worth around £230.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Bachelor & Brignall, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
I am an academic and work at home for half the week and cannot, therefore, be without the internet. As a result, we agreed they would organise the transfer on the day of our house move, but I was then told that the earliest it would be up and running at our new place would be 11 days later. That was a pretty bad time line but we managed on a dongle they sent us.
The date the broadband should have been up and running came and went – and still nothing. I then telephoned again to be told that the job had to be restarted because they couldn't transfer our old telephone number. I was assured it would be up and running on 20 December with a new number.
The date came and went and still nothing. It then transpired that they had the wrong address the whole time and have, in fact, taken over a neighbour's line rather than ours. I was then told that the quickest way to get connected would be to close the account and start a new one.
I duly did that, only to receive a text message telling me that the new start date would be 26 January – some eight weeks after the initial move. SC, Cambridge
What a debacle. 02 has admitted its mistakes but still said it cannot connect you before 26 January because a BT engineer has to visit to install an active line and apparently BT cannot get there any sooner.
By way of an apology for the delay and inconvenience caused, 02 has offered you one year's free broadband and home phone and a free mobile broadband dongle. You would have liked 02 to compensate you for the additional journeys you had to make each week into work because you did not have a broadband connection at home.
We worked out that your train fares would have amounted to £120 over this time and asked 02 to consider providing this additional sum.
It refused and you have, reluctantly, agreed to take up its original offer, which is worth around £230.
We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Bachelor & Brignall, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
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