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

[jonsie]

Try this link in the morning : http://www.o2.co.uk/mobile/chatnow

or go into your nearest o2 store who will do the sim swap for you.

[MI5]

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@Anonymous wrote:

Live chat not loading at all. Been waiting 36h for sim to swap and can't even call as my credit is not there & my phone is not registered due to the non-exixtant swap.

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Have you tried to do it yourself?

http://swapmysim.o2.co.uk/

[Anonymous]

wanting to upgrade phone, been trying to contact o2 for 3 hours now, twice by live chat, cut off twice, now been busy for an hour, went to phone, got throufg after an hour, and got cut off after speaking to an upgrade advisor, once more cut off, why she didnt have the sense to call me back i dont know, now on the phone for another hour waiting to talk to some one, live chat still busy, 3 hours dont they want my business, still waiting

[MI5]

Standard at the mo unfortunately. You'd be better off going in store if you want to stay with o2.

[Cleoriff]

I had hoped this would start to get better now the main summer holidays are 'over'...Sadly not. These waiting times and cut offs are getting worse it seems...

[MI5]

I think cs has been cut back to the very bare minimum in preparation for Three taking over - god only knows what it will be like when the next iPhone is announced!!

[Cleoriff]

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@MI5 wrote:
I think cs has been cut back to the very bare minimum in preparation for Three taking over - god only knows what it will be like when the next iPhone is announced!!

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9 days or so....Looks as if I must away and prepare a book of answers....

[MI5]

Of course they will expect us to be here day and night again to smooth the waves

[jonsie]

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@MI5 wrote:
Of course they will expect us to be here day and night again to smooth the waves

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count me out.....

[MI5]

I think I'll just stick to the real help needed questions.
The iPhone threads (numerous) will be full of internal kudoing and back slapping giving a completely false impression of everything, as usual.......
No one will listen to reason and everyone else will be wrong - Oh the joy of it 😞