Feeds

O2 does Apple-flavour customer service

Everything is fine! Even when it's not

Providing a secure and efficient Helpdesk

O2 seems to have picked up more than the iPhone from Apple - the operator has also been taking lessons in how to ignore press enquires and stonewall its customers.

O2's network seems particularly prone to problems lately: iPhone users travelling abroad have been erroneously charged for roamed data, while those at home have been lucky to get connected at all. But the operator feels no compulsion to explain these problems beyond blaming the first on Apple and saying the second has been sorted, so not to worry.

Some of the more cosmopolitan iPhone users came home to find they'd been charged for data they hadn't used, which O2 reckons was "due to a fault with the iPhone 3.0 OS software" according to a text sent to those customers, which also explained that the operator was "really sorry" and that it will refund the charge on the next bill. When we asked O2 about that we were told the problem won't be fixed until the next version of the iPhone software in September, but O2 declined to provide us with any details of how such a bug could incur roaming charges.

Our best guess would be that the handset is performing a GPRS connect without user interaction, and probably without transmitting data. But dealing with O2 and Apple we're probably not going to find out much more: at least not through official channels.

Such channels are equally un-illuminating regarding the failure of the data network earlier this week, or the disconnection of roaming customers in "some countries". Last week's failure was attributed to IP address allocations, but this week we're expected to just trust that O2 has fixed whatever problems it had and we should all stop worrying about it: "We identified the cause of the issue quickly and service was restored," it said brightly.

So that's OK then: glad to hear that none of the problems will reoccur, unless they do. ®

Choosing a cloud hosting partner with confidence

More from The Register

next story
Same old iPad? NO. The new 'soft SIMs' are BIG NEWS
AppleSIM 'ware to allow quick switch of carriers
Brits: Google, can you scrape 60k pages from web, pleeease
Hey, c'mon Choc Factory, it's our 'right to be forgotten'
Of COURSE Stephen Elop's to blame for Nokia woes, says author
'Google did have some unique propositions for Nokia'
FCC, Google cast eye over millimetre wireless
The smaller the wave, the bigger 5G's chances of success
It's even GRIMMER up North after MEGA SKY BROADBAND OUTAGE
By 'eck! Eccles cake production thrown into jeopardy
Mobile coverage on trains really is pants
You thought it was just *insert your provider here*, but now we have numbers
Don't mess with Texas ('cos it's getting Google Fiber and you're not)
A bit late, but company says 1Gbps Austin network almost ready to compete with AT&T
prev story

Whitepapers

Forging a new future with identity relationship management
Learn about ForgeRock's next generation IRM platform and how it is designed to empower CEOS's and enterprises to engage with consumers.
Why cloud backup?
Combining the latest advancements in disk-based backup with secure, integrated, cloud technologies offer organizations fast and assured recovery of their critical enterprise data.
Win a year’s supply of chocolate
There is no techie angle to this competition so we're not going to pretend there is, but everyone loves chocolate so who cares.
High Performance for All
While HPC is not new, it has traditionally been seen as a specialist area – is it now geared up to meet more mainstream requirements?
Intelligent flash storage arrays
Tegile Intelligent Storage Arrays with IntelliFlash helps IT boost storage utilization and effciency while delivering unmatched storage savings and performance.