O2.ie

[Pidron]

Hi guys,

in the last three or four days my e-mail account (malacalp@o2.ie) has been out of order most of the time. I am waiting for some important e-mails; do you think the issue will be fixed soon? Will I receive all the emails when the account is up and running again?

[p201055r]

And, as of 4.15 pm this (Fri) afternoon, when trying to log in to my e-mail, I get

"Error Page
This is just a place holder error page."

So, a half step forward followed by 3 steps backwards.

Nothing of any consequence from O2 to indicate what the problem is, how they are trying to tackle it or when it might be fixed.
This, of course, is the minimalist approach - say as little as possible, impart the minimum of information, thus you can't be queried and criticism can be dismissed as ignorance.

Why do they treat their customers with such contempt?

[AndB]

Thanks o2, job proposal lost due to no access to e-mail account .... don't really know why i'm even posting due to lack of interest on your part

[Sheenamurph Platinum Expert]

I am really sorry that I don't have an update yet. We will let you know as soon as we have one.

[p201055r]

Commiserations, AndB.

Don't expect much from O2 - they haven't been able to update their customers for 7 days, so don't hold your breath expecting them to do anything about your lost opportunity.

As I mentioned earlier, notice the minimalist approach in all the communications from their beleaguered(?) staff - say very little; say nothing of consequence; keep it as vague as possible; don't give any form of a resolution time-scale because it can only be used against the company in the future. These are all well tried and tested customer "service" procedures, to keep the customer in his place and maintain the primacy of the corporation.

For what it's worth, I'm getting regurgitated mails from yesterday and earlier today, which I had moved to trash and then deleted.

No great change then!

[O2_Colette Moderator]

We do sincerely apologies for any inconvenience that has been caused. This is a priority for us to get this issue resolved and we are doing everything we can to get this done as soon as we can. Unfortunately we do not have a time frame on this but as soon as we have any update we will let you all know.

Again please accept our sincere apologies for any inconvenience or frustration that has been caused.

[slumboy]

Unable to connect to my O2 e-mail. keep getting a message that the connection was refused. I'am using Mozilla Thunderbird on my desktop and have had no trouble with it before.

[O2_Colette Moderator]

I have moved your post onto this thread as you can see there is a known issue with our O2 email accounts at the moment.. Our technical team are aware and are working on a resolution for this.

I am sorry for any inconvenience that has been caused by this

[maria08]

Where have all my emails gone. I am getting a message that my quota is at 91%, but when I open the email page there is nothing there. I could not access emails at all yesterday. O2, please can you sort this issue once and for all.

Do you not value the costumers who you dont make money from???

[O2_Fiona Moderator]

Hi Maria08, unfortunately there is currently an issue with O2 webmail - Fault ref no: 1381181. We are working to resolve. Please accept our apologies for the inconvenience caused.

[p201055r]

Another day, another difficulty....

Site speed seems to be varying from normal (i.e. slow) to faster than normal to snail-like.

I apparently have 5 mails in my spam mail-box, but when I open the box I'm told it is empty.

I also seem to have 1 mail in the trash bin and when I try to empty the trash I get a "System I/O Error : Administrator, cjeck service log for details" message.

I forget if this is day 8 or 9 of the e-mail debacle.

No info, no nothing, just frustration. Welcome to My O2!

[O2_Fiona Moderator]

Hi Guys, I understand this email issue is frustrating. It has come back for some users so I don't think it will be too long now before fully resolved. When we have a technical issue such as this one, it is hard to give an exact timeframe as to when it will be resolved and this is why we have not given any specific informtaion on dates etc. There is maintenance work being carried out on the site over the weekend but hopefully all will be sorted early next week.

[Dermisss]

I'm angry now,because tried for couple hours to access my Steam account which is asking me for authorization code which has been sent to my o2 email,but likely i cant see any mail!!

Fix it or close that crap email service forever!!!!!!!

[djb]

I have been with o2 since 1997 but once my contract is up within the next few months myself and my wife will look for another mobile and email provider as this is getting worse. As some people point out, important emails arent coming through same day. Even though they are for a personal email account and not work related, its still important for me. Why cant o2 send a text to all users when there is a general issue? It will be annoying to create a new email address with another provider and change all my online profiles to show the new address, but o2 dont seem to care!

[O2_Fiona Moderator]

Sorry for the inconvenience Dermisss. We are working to resolve this issue with O2 email as a priority.

[O2_Fiona Moderator]

Hi Guys, I do apologise for the inconvenience caused here to users. We are carrying our maintenence work on site over the weekend and hopefully email issue should be resolved early next week.

[jonkil]

Why has o2 not informed us ?

My email is down today and bloody wondering what is wrong.

ALL my mail is to o2?... banking/work/on my business card/everything...... o2 simply cannot do this, it will be a massive inconvenience to me....... can o2 at least forward email from their server to their clients.... this is un-acceptable.

How and who can I make representation regarding this **bleep** up?

[O2_Laura Moderator]

Hi jonkil, we are working on getting the current issues resolved asap. I apologise for the inconvenience.

[DMS]

No O2 email fro two weeks. No transparency from O2 just half baked apologies. Time to consider meteor and gmail

[p201055r]

Thank you O2_Fiona, for at least trying to personalise your remarks.

My experience with so many concerns like O2  really is frustrating. Everyone has a customer "service" section much of whose function appears to be to frustrate rather than assist the customer, to save corporate face. The earth can be moved to take the customer on board, nothing much happens when the customer has a complaint, looks for a refund etc. This IS customer care Ireland 2012!

However let's focus, so please consider the following

1. O2 e-mail subscribers are paying for what used to be a free service.
2. It follows that we are entitled to the e-mail service for which we are paying.
3. It also follows that there is both legal and moral imperative on O2 to provide such service. 
4. If O2 fails to provide the service, the least we are entitled to expect is notification - perhaps on the log-in page, perhaps a pop-up, but notification, none-the-less, to avoid sitting at a screen that never loads or is a place-holder. This would serve as corporate acknowledgement of a problem and indicate that something is being done about it.
5. Users here are subjected to far too frequent glitches with e-mail.
6. Users are also subjected to frequent outages of servicer for "site maintenance". Neither glitch, outage nor maintenance appears to be a feature of other, comparable, sites.
7. While it is recognised that O2 cannot put a precise time and date on the resumption of service, the mantra of "we know there's a problem and we're working on it; we'll let you know when we have an update" appears evasive and dismissive. It smacks of "let's give them excuse #141 from the manual of excuses this time", which, from the customers' viewpoint is a reinforcement of corporate primacy, customer subordination and the use of a technological problem to mask organisational inaction.
   
8. This particular hiatus in e-mail service is certainly in its eighth or ninth day. In 15 or so years of use of the internet, e-mail etc, I can recall no occasion on which any reputable provider has been "off air" (or has allowed the service to be so badly affected as O2 on this occasion) for so long. There have been references on this thread to job applications missed, hotel and airline bookings being inaccessible. This would indicate a definite impact on users which needed a speedy response from O2.  The lack of such response sends a clear signal to the customer of corporate disinterest, inaction and an uncaring management.
9. When dealing with the public, customers have the right to expect that concerns like O2 will use proper spelling  and grammar. Thus (and this is not meant as any form of personal criticism)  when O2_Lisa wrote: "I do apologise but this issue is till been investigated" - a sentence which uses the wrong tense and which doesn't make any sense as it is written - the feeling is reinforced that the customer is dealing with amateurs, who can't bother themselves to spell/grammar check a sentence issued on behalf of the organisation, thus don't attach any significance to the customers.
10. Despite the fact that O2 e-mail has gone from a free to a paid item, the scale of improvement to the interface, the mail features and mailbox capacity is NIL. So, the customer has had to pay but received nothing in return. Compare this with a much fuller range of features in leading e-mail suppliers who provide a free service, telecommunications providers included.
11. It is understood that O2 will terminate its e-mail facility (this last week's experience indicates torture rather than facility) shortly. Once again, there is a vagueness. The matter came up in the Forums, buried away. We don't know the date, we don't know how this will be set up, if we'll have mails coming here re-directed to other addresses or what the arrangements will be. We're advised to get other e-mail addresses - after this week's debacle, who wouldn't? Whether the e-mail facility is a profit turner or a loss maker, a notice laying out the facts and offering advice for post-closure could and should be put up on the home or log-in pages. Perhaps a personalised e-mail to each subscriber would be in order? But none of this has been done and so the perception, by users, of a disinterested management is reinforced. If putting up a notice was likely to garner business, I'm sure there would be lots of notices.
    

So, for the moment.......

[djb]

Fiona (o2) ... why werent users notified? Any other online site would warn users in advance of any downtime expected. You need to review internal procedures. Such a notification should be sent to all users or atleast posted on the front of your site, or is it an embarrassment for having such technical issues?

[O2_Laura Moderator]

Hi djb, we were not aware that the issue was going to happen so we could not let people know beforehand I'm afraid.

We will post here as soon as we have any updates from our technicians on it. Apologies again for the inconvenience.

[water]

hi i can log on but e mails inboxes are empty help please i need emails of it

[djb]

Hiya Laura (o2) ... happening to often in my opinion with o2 email system. Emails arriving late, spam getting through, etc. Once my mobile contract is up myself and wife will move to Vodafone.

[lisa1983]

To whom it concerns,

I have just checked my emails and all of my messages have been deleted. It says that my inbox contains no messages. I was wondering if you could check what might have happened and if you could send me any information on this as I have lots of information I need but cannot access.

Yours sincerely,

Lisa Mc Monagle