on 28-03-2015 06:18
on 28-03-2015 06:18
Called to unlock my phone on 16 March. Got PAC and told 7 working days to unlock ie.25 Mar at latest. I would receive e-mail when unlocked. By 27 Mar phone still not unlocked.
Did a text chat twice (a very un helpful and slow system especially when the people hardly know anything about their own systems). While waiting to find out what was going on had a phone conversation and arranged phone and broadband package with Utilities Warehouse with a real person who knew what he was talking about. Eventually O2 person asked for my e-mail address (which they must already have in their system) and texted that they would get back to me!
24 hours later still not unlocked or any info.
It was interesting that my Direct Debit was taken on the 24 Mar. Very convenient. Going to see the bank about getting that returned. Will also contact Ombudsman as this smacks of sharp practice. As a Which member will also be putting in a report on O2.
My new provider is also waiting to connect me to their network.
A really BAD service made worse by incompetance.
28-03-2015 07:42 - edited 28-03-2015 08:03
28-03-2015 07:42 - edited 28-03-2015 08:03
Hi @Anonymous
Welcome to the forum. Sorry you have been having problems. As you have used live chat with no success and your phone is still locked .....then talk to O2 Customer Services directly again
Some information here on unlocking your phone
http://www.o2.co.uk/help/phones-and-devices/unlocking-an-o2-mobile-to-use-on-a-different-network#qs
Unlock form here
Veritas Numquam Perit
on 28-03-2015 07:48
on 28-03-2015 07:48
on 28-03-2015 08:02
on 28-03-2015 08:02
Just to add, as the OP only made initial contact with O2 on the 16th March and 30 days notice for of end of contract is required, O2 are fully entitled to take that direct debit on the 24th.
Veritas Numquam Perit
on 28-03-2015 08:06
on 28-03-2015 08:06
28-03-2015 09:08 - edited 28-03-2015 09:10
28-03-2015 09:08 - edited 28-03-2015 09:10
on 28-03-2015 11:01
on 28-03-2015 11:01
If the OP comes back with the relevant info such as phone model we can advise further but people who are insistent on using live chat are invariably disappointed unfortunately. Speaking to customer service is sadly the still the way to go especially with regards to closing accounts.