Feeds

O2 does Apple-flavour customer service

Everything is fine! Even when it's not

Build a business case: developing custom apps

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. ®

Secure remote control for conventional and virtual desktops

More from The Register

next story
UK fuzz want PINCODES on ALL mobile phones
Met Police calls for mandatory passwords on all new mobes
Canadian ISP Shaw falls over with 'routing' sickness
How sure are you of cloud computing now?
Don't call it throttling: Ericsson 'priority' tech gives users their own slice of spectrum
Actually it's a nifty trick - at least you'll pay for what you get
Three floats Jolla in Hong Kong: Says Sailfish is '3rd option'
Network throws hat into ring with Linux-powered handsets
Fifteen zero days found in hacker router comp romp
Four routers rooted in SOHOpelessly Broken challenge
New Sprint CEO says he will lower axe on staff – but prices come first
'Very disruptive' new rates to be revealed next week
PwC says US biz lagging in Internet of Things
Grass is greener in Asia, say the sensors
Ofcom sees RISE OF THE MACHINE-to-machine cell comms
Study spots 9% growth in IoT m2m mobile data connections
O2 vs Vodafone: Mobe firms grab for GCHQ, gov.uk security badge
No, the spooks love US best, say rival firms
Ancient pager tech SMS: It works, it's fab, but wow, get a load of that incoming SPAM
Networks' main issue: they don't know how it works, says expert
prev story

Whitepapers

5 things you didn’t know about cloud backup
IT departments are embracing cloud backup, but there’s a lot you need to know before choosing a service provider. Learn all the critical things you need to know.
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Build a business case: developing custom apps
Learn how to maximize the value of custom applications by accelerating and simplifying their development.
Rethinking backup and recovery in the modern data center
Combining intelligence, operational analytics, and automation to enable efficient, data-driven IT organizations using the HP ABR approach.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.