I know O2 don't respond here but just thought I'd share this...
Earlier this week (after weeks of network data issues in one particular area which O2 deny that there's any problem and won't escalate it with networks) enough was enough so I called O2 to ask for a PAC. On a 30 day SIM only tariff here.
After waiting almost 11mins in the retentions call queue having to put up with the most hideous call queue music, I finally got through to what can only be described as the the rudest and most arrogant agent I have ever encountered at O2.
I explained I would like my PAC so she asked me for 2 digits of my password. As I was at work I just gave her the full password which she refused to accept. She asked me again so I told her the required 2 characters (1 of which must have been wrong) but she still refused point blank to help me. I had given her my full password FOUR times. She then said to me in a very patronising tone 'I'll give you one more chance'. I don't think so so hung up.
This was also only at 9am, in the morning. Hate to think what the response would have been if the agent in question was reaching the end of her shift!!
2 hours later I called O2 again (but this time went via the normal customer service) and this time encountered a 1000% difference is customer service. The agent asked me for my full password, was very helpful and then put me through to retentions (different agent this time thankfully) who again couldn't do enough to help me. Total length of this call was under 3 mins with a SMS contained my PAC received whilst still on the call.
If you need to speak to retentions, go via the ordinary customer service and not via the call centre 'if you are thinking of leaving us' option, it's quicker and offers way better service.
Bye Bye O2 I'm now on T-Moble who's current 3G coverage is a million times better than O2's ever will be.
I have complained about the agent in question, not that anything will come of it as all O2 ever do is just throw credit at you when you complain about anything.
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