The Official Live Chat Feedback thread

[Toby]

Hi guys,

Many of you have no doubt used the O2’s ‘chat’ service from time to time for all kinds of support queries. We also held a Virtual Interview recently with Richard Clarke, our Head of our Digital Service, where he answered some great questions from you.

Off the back of this session, we thought it was great opportunity to hear from you on how you think the chat service is doing and if there is anything we can do better in terms of resolution time, accuracy of info and the general experience. This has been done before on the community for TU Go and its incredibly useful for the team to hear about what’s going well with the service, what can be improved and if you have great ideas.

This is your chance to get have your voice heard and we’ll do our best to report back with changes and improvements that we make based on your suggestions.

While this is an open discussion there are some guidelines that you need to keep in mind when you make a comment:

- If you want to sort out a personal query, please create a thread in the community and you’ll get some great advice from other members. Any personal query posts will be moved and a thread will be created for them.

- Please do not mention any chat advisors by name. If they are posted, they will be edited.

- If you have a transcript of a chat session that helps with your point, please try to avoid using them and instead make a comment on the experience itself. If a transcript is absolutely essential, please only post what you need to (i.e. a few sentences).

I really look forward to hearing from you and what can be done off of the back of your suggestions.

Toby

[Anonymous]

not happy with you O2 , call me

[MI5]

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@Anonymous wrote:
not happy with you O2 , call me

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No one knows who you are on here - This is a customer forum.

Call CS if you need to speak to someone http://www.o2.co.uk/contactus

[jonsie]

You need to call them yourself, they won't pick up your comments here.

[Anonymous]

I found your chat "service" to be the worst service I have ever experienced. I was passed from countless people and wasted a good 4 hours for something very simple to be resolved. I vowed never to use this chat service again. Your chat staff use so many bog standard phrases it's laughable "I understand your frustration" as if! Not one of them managed to resolve my issues. And don't get me started on the telephone service either, another joke of a team pretending to be customer service staff.

[Cleoriff]

Hi @Anonymous 

Welcome to the forum.

Whilst we all appreciate your frustration this is a customer to customer forum and we can only sympathise with you and your poor experience of Live Chat...

Ps. Sorry to use that hated expression 'Appreciate your Frustration'

[Anonymous]

Hi, yes, thanks, I gathered that it was a customer to customer forum. I was just venting as I'm sure other people come here to do too; to share their experiences of your customer service levels, etc.

[Cleoriff]

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@Anonymous wrote:
Hi, yes, thanks, I gathered that it was a customer to customer forum. I was just venting as I'm sure other people come here to do too; to share their experiences of your customer service levels, etc.

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They do indeed @Anonymous  Sadly not many people have a good word to say about Live Chat

Is there any advice we could give you?  ....

[Anonymous]

I would love to know what O2 have done to make my Blackberry send random text messages to people when they can't get through to me telling them I'm on holiday! My husband was pretty shocked when he tried to call me one afternoon from work and got a text saying I was on holiday. This has only started since I got a SIM only contract from O2 and there doesn't seem to be any solution to this online anywhere and of course, I'm not going through the online chat nightmare again

[MI5]

Check your call reject settings and see if "reject with text message" is set.
You can usually change what the message says.

[Anonymous]

I've have no option to change reject with message. I've had the phone 2.5 years and have never had this message sent to people and have not changed any settings to make this message appear. It's supposed to go to voicemail if I don't answer - which it does but intermittently.