topic Re: Contacting O2 in Pay Monthly

Contacting O2

Anonymous — Mon, 16 Nov 2015 12:17:38 GMT

I ordered an iPad, as a new customer, last night and got the order confirmation with a link to track the order. When I follow the link it asks me to log in then says there was a problem locating the account and gives a "solve the problem" link. Clicking on this takes me to a "MyO2" page which says that I have no services. I tried using the email link on the confirmation mail and got an autoreply which says that they've shut down email support and linking to LiveChat. I've tried that, using "not yet known" as my O2 phone number and clicking the submit button does nothing. Are they usually this difficult to get hold of? Has anyone else experienced difficulty tracking an order as a new customer?

Re: Contacting O2

Cleoriff — Mon, 16 Nov 2015 12:29:56 GMT

Hi @Anonymous Sorry you are having problems tracking your order. It could be that the website hasn't yet updated. The best thing to do is contact customer services and get them to check things out for you

http://www.o2.co.uk/contactus

You could also try logging out, back in.... and checking MyO2 again http://www.o2.co.uk/myo2

Re: Contacting O2

jonsie — Mon, 16 Nov 2015 12:30:26 GMT

Call customer service, please don't be tempted to use live chat for this.

Re: Contacting O2

Anonymous — Mon, 16 Nov 2015 12:34:14 GMT

I was beginning to think that the only way might be to call them on their 0844 number as live chat wont talk to me without a phone number. I hate ringing call centres 😞

Thanks for your advice. Hopefully my experience with O2 won't get any worse, but it isn't a good sign.

Re: Contacting O2

jonsie — Mon, 16 Nov 2015 12:36:35 GMT

Probably just a glitch with the system or it hasn't updated as yet. Updates midnight every night.

Re: Contacting O2

Cleoriff — Mon, 16 Nov 2015 12:57:46 GMT

@Anonymous wrote:
I was beginning to think that the only way might be to call them on their 0844 number as live chat wont talk to me without a phone number. I hate ringing call centres 😞

Thanks for your advice. Hopefully my experience with O2 won't get any worse, but it isn't a good sign.

I actually rang CS on Friday and contrary to recent posts from dissatisfied customers.. the advisor who assisted me was extremely patient and helpful. He resolved an issue within 10 minutes of trying various fixes..

Re: Contacting O2

jonsie — Mon, 16 Nov 2015 13:01:04 GMT

The majority of advisers are helpful, patient and polite but as they say, there's always a bad Apple in every barrel.

Re: Contacting O2

jonsie — Mon, 16 Nov 2015 13:04:10 GMT

@jonsie wrote:
The majority of advisers are helpful, patient and polite but as they say, there's always a bad Apple in every barrel.

That comes across as a bit ironic but autospell and check seems to think I'm having a go at Apple. ....no I meant apple

Re: Contacting O2

Cleoriff — Mon, 16 Nov 2015 13:04:35 GMT

@jonsie wrote:
The majority of advisers are helpful, patient and polite but as they say, there's always a bad Apple in every barrel.

And a lot to do with how you approach them I find.

Re: Contacting O2

jonsie — Mon, 16 Nov 2015 13:10:21 GMT

@Cleoriff wrote:
@jonsie wrote:
The majority of advisers are helpful, patient and polite but as they say, there's always a bad Apple in every barrel.
And a lot to do with how you approach them I find.

True enough....

Re: Contacting O2

Anonymous — Tue, 17 Nov 2015 07:53:40 GMT

I spoke to CS and the helpful person on the other end acknowledged that there was no problem with the order but couldn't see the stage it was at. He suggested going to the store to ask if it was there already because his screen siad "allocated". The store said that it often happens that there is no info on the website but it would be there today. Today, the tracking info is on the site so it appears that perhaps this is a timing issue and they send out the tracking link too early.

Thanks for your advice.