influenced dot net

Ever since I’ve had an o2 account, I’ve never been able to successfully use the e-mail aspect of it..

Observe:

Trying to get it resolved

Firstly I mailed them via a webform as I couldn’t find any e-mail addresses on their site.. I don’t have the content of that original message but it was perfectly valid english clearly describing the problem.

o2 response #1:

Dear Mark,

Thank you for contacting O2 Customer Service.

I am sorry that you unable to access your online account.

To check whether you have 128 bit encryption, please perform the following:

a) Connect to the Internet, using your preferred Internet Service Provider (ISP).
b) Click on the ‘Help’ Menu and select ‘About Internet Explorer’. This will launch a small window that will contain the Version of the Internet Explorer you are using, the Cipher Strength and the Product ID.
c) The Cipher Strength should read 128 bit.

If your browser does not have 128 bit encryption, you can upgrade your browser by clicking on the following link:

http://www.microsoft.com/windows/ie/download/128bit/default.asp

Please follow the instructions given.

To delete your Temporary Internet Files, please follow the steps mentioned below:

1) Open your browser page.
2) Go to the Tools option.
3) Select ‘Internet Options’.
4) Look under the ‘General Tab’ for a section called ‘Temporary Internet Files’.
5) Click on ‘Delete Files’ and then OK.

You may also need to check if the security settings on your PC are configured correctly. This can be done by following the instructions mentioned below:

a) Go to Tools option.
b) Select ‘Internet Options’.
c) Click on the ‘Advanced’ Tab.
d) Scroll down to Security. There should be a tick in the box (es) next to against ‘Use SSL 2.0′ or ‘Use SSL 3.0′, which allow access to a secure site. If this is not the case, try adding a tick(s). You will be required to close down your browser and re open to activate the changes. If this does not work, please go back to the same section. Click on the ‘Restore Defaults’ button and try once again.

If you are still having difficulties, you may need to contact your Internet Service Provider. They will help you in obtaining the settings for entering the secured sites or you may be having a problem with the Internet connection or your computer.

Once the problem has been resolved, please follow the instructions to log in to your account.

1) Click on the link below to go to the sign in page for your account:

http://shop.o2.co.uk/mybill

This will open up a new window. Please follow the instructions step by step.

2) Enter your username and password. If you have forgotten your password, click here:

http://registration.o2.co.uk/Registration/Reminder

If you have forgotten your username, please email us and we will send it to you.

My reply to o2 response #1

Hi,

You seem to have misunderstood my problem.

I can access my o2 account online perfectly fine, it’s the email
aspect of it which I can’t access, i.e. the “my email” link (
http://… )

It will load a page which redirects to another page which continues
forever and never actually displays any content..

Thanks,

Mark Hutton ( username: xxxxxx )

o2 response #2:

Dear Mark,

Thank you for contacting O2 Customer Service.

I am sorry that you are having problems in access ‘my email’ link.

To fix this for you, please reply to this email with the following information.

a) Your Name:
b) Mobile phone number:
c) Your full address including postcode
d) Date of birth
e) Registered email address

My reply to o2 response #2

I e-mailed them the details they requested…

They also broke my account completely at this step – my login no longer functioned – couldv’e been a security measure, who knows.. but they didn’t tell me this

o2 response #3

Dear Mark,

Thank you for contacting O2 Customer Service.

I am sorry that you are having problems in accessing your O2 email account online through our website.

I have reset your password and security code, and confirmed your username in the email below.

Please follow the instructions below to view your online bill.

Your username is: xxxxxx
Your security code is: xxxxxxxx

Your password will follow on a separate email for security reasons.

This should resolve the problem that you are having.

My reply to o2 response #3

… what can I say?

I’m quite frankly astounded by the sheer ineptitude of o2′s support – they make BT look good!

Resetting my login did nothing at all to remedy the problem, which seems to be with th o2 website itself.

I really can’t be bothered to take this further now