Hours waiting the phone/live chat trying to speak to someone!

[Anonymous]

I bought a new sim only contract and want to transfer my phone number from the old contract to the new sim card, but I can't get through to anyone on the phone or live chat. I only have time after 7:30pm and the phone line closes at 9pm. I spent hours waiting on two phone lines (both my landline and mobile) and online chat to the customer service, but I can't get to speak to anyone. After 9pm I continued to use online chat but it keeps saying "We're really busy right now. Thanks for waiting." At 11pm I gave up.

Can anyone tell me what is wrong with this company? Could any one call me back to deal with this? Otherwise, I will have to send my new sim only card back and switch to another company. 

[Anonymous]

Hi

I've just spoken to Customer services and got through ok

You could try live chat but I'd stick with 02 on 202

Edit to remove some info.

[MI5]

Please don't use the swapmysim form as that will mess everything up.
You need CS unless you are switching from PAYG to contract? If so, use this one http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,Ts=Webforms,T=PreToPost
Otherwise, unfortunately keep trying CS.

Actually I've just seen you said "old contract" so unfortunately it's a phone call required.

[Anonymous]

NO, I can't do it online. The reason I am trying to phone is because everytime I typed in my new sim serial number I got the message saying:

Step 3 Enter your sim serial number in the box below

Then click Continue so we can swap your old sim to your new sim.

We're already doing a sim swap for your mobile phone number.

[Anonymous]

Ok.

We have heard it can be 1-2 hours waiting time.

They shut soon too.

Perhaps try early morning tomorrow.

[Anonymous]

I just wasted another night phoning from 7:30 until now. I am so fed up with O2. O2 used to be really good at customer service. Really disappoointed and angry. 

[Anonymous]

There are people who don't have time to phone up in the morning. I only have time after 7:30pm everyday.I am fed up with your service.

[Anonymous]

I've just rang thorough the payg option 4445 and got through straightaway.

Perhaps just luck.

Fully appreciate your frustrations. We are all fellow customers here too.

[MI5]

It's not our service mate, it's o2's.
Sorry but nothing else we can do for you 😞

[Anonymous]

I didn't realize this is not customer service forum. Sorry I was angry, I thought O2 customer service staff would help here. Thanks for all your help. Still trying. No luck so far.