topic Re: O2 Customer services (closing times) in Pay Monthly

O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 09:07:07 GMT

Hi all....has anyone got any new information about CS opening and closing times?

It's BH today but I have always understood they remained open during these times. On the contact us page there is no information that they are closed today.

However, my husband needed to contact them today (at 9.30am) He dialled 202, went through all the options only to be told 'Customer Services are now closed'

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 09:11:58 GMT

Don't know if @Marjo @MercedesS or @Martin-O2 are working today but that's your only chance of finding out any more than the website tells us.

Re: O2 Customer services (closing times)

Wa10 — Mon, 28 Aug 2017 09:13:03 GMT

I know that the Payment Management team (phone and webchat) is available from 10am until 4pm today, usually CS are slightly shorter than normal hours, but longer than PM. Will see whether I can find out a definitive answer for you, as don't think any of the community team will be about today.

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 09:18:21 GMT

Would be helpful if they updated the website with any changes like they used to do.
Seems everything is too difficult these days!

Re: O2 Customer services (closing times)

Wa10 — Mon, 28 Aug 2017 09:23:01 GMT

Have just spoken to CS myself, and they've advised they're availabe 10am - 4pm today on calls, and 7am - 10pm via web chat.

Hope that helps @Cleoriff, and completely agree @MI5 - when I realised I needed fuel on the way to work today, the petrol station operators website listed their amended opening times for the BH alongside the regular times, so much easier than having to dig an answer up. Hopefully one of the team you tagged above will be able to pass this feedback on when they're back in the office.

Re: O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 09:21:27 GMT

Well if they have changed times it would be good to know as we are advising people to contact them.

He had a weird text come through at 3.34am this morning stating ...

He never did this and wanted to contact customer services to see whats going on...

Re: O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 09:24:27 GMT

@Wa10 wrote:
Have just spoken to CS myself, and they've advised they're availabe 10am - 4pm today on calls, and 7am - 10pm via web chat.

Hope that helps @Cleoriff, and completely agree @MI5 - when I realised I needed fuel on the way to work today, the petrol station operators website lited their amended opening times for the BH alongside the regular times, so much easier than having to dig an answer up. Hopefully one of the team you tagged above will be able to pass this feedback on when they're back in the office.

Thanks for that info @Wa10 but it should be displayed clearly on the website. Many people were told by us yesterday to ring between 8-8,30am!!

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 09:26:48 GMT

Thanks @Wa10 so it's the old Sunday hours then.
They could even permanently leave bank holiday hours on the contractus page so as not to have to keep on updating it.....

Re: O2 Customer services (closing times)

Wa10 — Mon, 28 Aug 2017 09:29:48 GMT

As above @Cleoriff, I completely agree!

I'm a little surprised, as I know that whilst PM have always operated restricted hours on Bank Holidays, CS are usually open a lot longer. Should point out that the times I was given above are what I was given by CS, I've no other way of verifying them myself at the moment, although I will of course try to give them a call after 4pm and report back if any different.

Hope your husband gets his issue sorted - has he spoken to CS at all the past couple of days? I'm just wondering whether they may have reset his security details (for example if he had given an incorrect answer). Definitely worth him speaking to them to make sure that everything is in order, and I guess to reset his details just to make sure his account is secure.

Re: O2 Customer services (closing times)

Beenherebefore — Mon, 28 Aug 2017 09:33:43 GMT

@Cleoriff wrote:
Well if they have changed times it would be good to know as we are advising people to contact them.
He had a weird text come through at 3.34am this morning stating ...
He never did this and wanted to contact customer services to see whats going on...

Re: O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 09:41:46 GMT

Well he has just got through...and yes CS are open from 10-4 today. His problem has been sorted and they have changed his security password.(apparently the text was sent as he has never contacted O2 CS in the past....) Funny sort of text to send to get someones attention?

It's the opening times on BH that are the issue here and yes O2 should amend the website contact us details to reflect the changes...

Besides everything else it made ME look an idiot ...I told him he was doing something wrong...I took the phone off him and tried myself...of course I got the same response ...

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 09:40:41 GMT

Lol 😂

Re: O2 Customer services (closing times)

jonsie — Mon, 28 Aug 2017 11:18:12 GMT

You just had to check didn't you @Cleoriff........

Re: O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 11:34:32 GMT

@jonsie wrote:
You just had to check didn't you @Cleoriff........

Of course. I thought he may have pressed one of the wrong 1000 options....He hadn't (obviously)..

One good thing about posting here though...when he did phone again (after 10 am) an O2 advisor answered within 3 minutes.....

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 11:47:13 GMT

Fantastic

Re: O2 Customer services (closing times)

jonsie — Mon, 28 Aug 2017 12:11:20 GMT

I guess even customer service deserve a lie in....

However why not just put it on opening hours that all bank holidays are 10-4 😕

Re: O2 Customer services (closing times)

Cleoriff — Mon, 28 Aug 2017 12:25:10 GMT

@jonsie wrote:
I guess even customer service deserve a lie in....

I might agree with that if all O2 Customer Services were based in the UK. They're not.. therefore August BH Monday is not a holiday anywhere else but here. it's not Easter or Christmas...

Re: O2 Customer services (closing times)

MI5 — Mon, 28 Aug 2017 12:34:53 GMT

Maybe just the uk call centres on shorter hours and the other lines were busy so calls not being patched through?
They always used to update the opening hours for bank holidays so maybe it's an error in the call handling system ?

Re: O2 Customer services (closing times)

jonsie — Mon, 28 Aug 2017 14:06:46 GMT

Another error.... surely not. I'm shocked they would have an issue when people are on holiday and they need to contact O2. Bet you can get through to buy a phone or upgrade....

Re: O2 Customer services (closing times)

pgn — Mon, 28 Aug 2017 19:11:37 GMT

@Cleoriff wrote:
Well if they have changed times it would be good to know as we are advising people to contact them.
He had a weird text come through at 3.34am this morning stating ...
He never did this and wanted to contact customer services to see whats going on...

@ @Cleoriff I got three of those in a row once, not down to me as I was on the beach at the time. I reported it to the Phishing e-mail team at O2, who advised me to change my account password regardless.

Jus'sayin'...