Pathetic Customer Service

[Anonymous]

Do O2 still accept written cancellation of contracts. I keep trying to call the 202 number as the twitter feed has told me that I have to call to cancel but keep being put on hold for in excess of 30 minutes and then cut off. I've tried for the last 5 days but still haven't spoke to anyone. O2 customer service is shocking and I am now determined to leave O2 even if they try to tempt me.

[jonsie · Accepted solution]

Yes you can cancel by letter. Send a registered/recorded letter to :

Telefónica UK Limited
Correspondence Department

PO BOX 694

Winchester

SO23 5AP

If you want to keep your number request a PAC in the letter.

[Anonymous]

Help Threads here

Pac Code http://community.o2.co.uk/t5/Discussions-Feedback/Obtaining-a-PAC-Code-from-the-O2-Network/m-p/54427...

Cancel contract http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/high...

If your phones locked to the O2 network then it's an idea to get it unlocked which is free for contract customers and £15 for payg (T&C apply)

https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

Please ensure your new network gives good signal by checking out their payg sims.

[Anonymous]

Thanks guys for your replys. I'll sort a letter out and post it to them

[Bambino]

If what you want to do is cancel and move to another network and still keep your number, the easiest way to do this is to ask Customer Services for your PAC. Once you give the code to your new provider, it automatically cancels your O2 contract and you will then receive a final bill for any monies still owed to O2. Much simpler than having to write a letter to cancel, unless your reason for writing is to have a rant. Should you still want to do it by written letter, make sure you send it by registered post so that it's signed for at the other end.

[MI5]

As Bambino says, if you are taking your number there's no need to write in - You do still have to call to get your PAC though 😞

[Anonymous]

O2 customer service is almost non existent. It doesn't matter when you phone or what day you phone they are always " too busy to take your call". Does anyone actually work in customer services? Has anyone actually spoken to anyone in customer services? They may have all been sucked into a black hole and in suspended animation somewhere in the universe.

[jonsie]

They certainly aren't the easiest to contact at the moment that's for sure.

Is there something we can help with or is it account related?

[Anonymous]

I ordered a Samsung Galaxy S5 a week ago and decided to return it the next day because I didn't like the phone.  O2 have confirmed, twice, that they received the phone back on Monday this week.  Because they have changed my account/tarrif to reflect the S5, until they take this off my account record, I am unable to order another phone without paying the £480 for the Samsung as it is still showing that it's oustanding, despite them having the damn phone.  On two seperate occasions (Tuesday night and Wednesday night this week), I have spoken with the so called Guru's.  They have both promised me that I would be able to order the phone I want by this morning, for delivery tomorrow.  Lo and behold the Samsung is STILL on my account.  I'm fed up with talking to the numpties on the 'online chat' and personally I think they are talking the proverbial.

Ideas anyone?

[MI5]

Only CS can do anything account related - You will just have to keep calling until you find someone capable of performing a simple task.....

Escalating to complaints may be an option for you but it can take a while to get a response http://www.o2.co.uk/how-to-complain