topic Re: o2 chat not working and Customer service asks to call back after verification - because too busy in Pay Monthly

o2 chat not working and Customer service asks to call back after verification - because too busy

Anonymous — Mon, 28 Nov 2016 13:36:04 GMT

is there anyone available in O2 to service customers?.

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

Toby — Mon, 28 Nov 2016 13:42:25 GMT

Hi @Anonymous,

Sorry to hear that you cant get through. We're experiencing a few issues with accessing customer service which is affecting waiting times. We're working as quick as we can to resolve it

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

MI5 — Mon, 28 Nov 2016 14:10:38 GMT

More issues Toby?

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

gindygoo — Mon, 28 Nov 2016 14:14:57 GMT

@Toby do you have any specifics about what's affected by these latest issues? Obvs call waiting times are longer than usual, is that all or are customers still not receiving help once they've persevered and gotten through to CS?

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

Toby — Mon, 28 Nov 2016 14:19:42 GMT

Hi @gindygoo,

Customers are still being helped as normal, but waiting times are affected as a result of the issues. That's all the info I have right now but I'll update with any more I receive.

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

Anonymous — Mon, 28 Nov 2016 14:33:54 GMT

As a customer i can confirm that the customer experience with O2 is on a express downward slippery slope.

The worst part of all of this is, Alright i dont want to deal with people on phone and on Chat as its not working - i ****** into a shop that i bought my phone and so called Gurus say - we cant help you as we can't access your account. Which is an obvious lie as they surely can access it to sell / upgrade the account. But WONT access it to help when things to Wrong... Toby - can you tell me what you will do to esclate this??

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

jonsie — Mon, 28 Nov 2016 15:02:12 GMT

Earlier today (around 10am uk time) I tried to use live chat. Constant message was that all agents were busy. I used the chat link on complaints and got through to a delightful young lady who dealt with my issue despite not having a complaint. Please pass on my thanks to Salina @Toby

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

Anonymous — Mon, 28 Nov 2016 19:51:42 GMT

Thanks for the heads up, been trying all day to contact O2 via chat or phone with 30 min waiting times and then being cut off. I was also supposed to be called today at 9:30 by a manager, but nothing. I tried your suggestion and managed to get through to someone in complaints who is dealing with my issue. Hopefully it will get sorted, otherwise I will have to complain about the complaints dept too! Argh!

Re: o2 chat not working and Customer service asks to call back after verification - because too busy

jonsie — Tue, 29 Nov 2016 04:18:50 GMT

Hope they resolve your issue, normally you do at least get through to a UK adviser.