topic Re: Absolutely appalling! in Pay Monthly

Absolutely appalling!

Si6776 — Wed, 07 Sep 2022 20:33:39 GMT

Sorry in advance for the rant. Just need to sound off...

I've been with O2 since 1995 when they were BT Cellnet, but standards of service are currently appalling. No one answers the phone, no one answers the chat service, and half of the pages in my O2 account are inaccessible unless I use "another device or account". Well I haven't got another bloody device or account, and why can't I access my Device Details on MY DEVICE having signed into My Account?!

I've spent several hours now trying sort out two simple issues. To get the number of rings before calls go to Voicemail extended, and to activate WiFi Calling on my device. The codes don't work for the call forwarding and I can't access the page to set up WiFi Calling, which I want due to the terrible signal I receive at home, in a large town in the south of England with a population of about 40,000.

I left a chat message three hours ago and they still haven't responded, and I waited 24 minutes for my call to be answered and gave up. The signal is so bad even the robot who answers the 202 number couldn't understand me.

I realise this perhaps isn't the right place to post this, but after pulling my hair out and almost losing the will to live, I think I have made the decision to leave O2 after 27 years, as their customer service is an absolute joke.

That said, if anyone can advise on getting WiFi Calling activated, and extending the number of rings before calls go to Voicemail, I'd be very appreciative. In fact, if anyone could advise on how to actually make contact with someone at O2, I'd be even more appreciative.

Re: Absolutely appalling!

Bambino — Wed, 07 Sep 2022 20:38:43 GMT

@Si6776 Here you go: All you need to know about O2 Voicemail 901. - O2 Community

Have you asked customer service to enable WiFi calling on your account?

You also have to enable it in your MyO2 and it needs to be enabled in your phone's settings.

Wifi and 4G Calling explained | O2

Wifi and 4G Calling | Help & Support | O2

Re: Absolutely appalling!

MI5 — Wed, 07 Sep 2022 20:39:53 GMT

@Si6776

Extending the ringtime here https://community.o2.co.uk/t5/How-to-Guides/How-to-Lengthen-Ringtime-on-any-O2-Mobile/ba-p/1175217

You may need to use 3g if using a Samsung phone.

You will still need O2 to enable wifi calling on your account.

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

After they have done so, you need to turn it on in your MyO2, so get them to fix your access at the same time.

Re: Absolutely appalling!

Si6776 — Wed, 07 Sep 2022 20:52:13 GMT

Hi, thanks for your reply.

I've been trying to contact CS since 4pm, but they don't answer the phone or the chat service.

With regards the Call Forwarding, I have the code so I'll try the 3G method but probably won't be able to get a signal.

Re: Absolutely appalling!

Si6776 — Wed, 07 Sep 2022 20:53:12 GMT

Thanks I'll try via FB. It really shouldn't be this much hassle though.

Re: Absolutely appalling!

Si6776 — Thu, 08 Sep 2022 09:17:36 GMT

OK, I've given up. They don't answer the phone, they don't answer the chat and they won't even respond to Facebook DMs. I'm out of contract so do I need to do anything to officially cancel my account, or can I just get a PAC code and that's that? I've already signed up with Sky Mobile for the same deal as with O2, but for half the price. Just waiting for the SIM then I'll be off.

Re: Absolutely appalling!

MI5 — Thu, 08 Sep 2022 09:19:46 GMT

@Si6776

Guides here

Using your PAC will cancel your O2 contract automatically.

Re: Absolutely appalling!

Cleoriff — Thu, 08 Sep 2022 09:21:08 GMT

Deleted by me!

Re: Absolutely appalling!

Si6776 — Thu, 08 Sep 2022 09:39:04 GMT

Thank you. I feel slightly bereft leaving after 27 years, but I can't put up with this.

Just one last question, will using my PAC automatically transfer my number to the new network?

Re: Absolutely appalling!

MI5 — Thu, 08 Sep 2022 09:50:27 GMT

Yes it will @Si6776

Re: Absolutely appalling!

Si6776 — Thu, 08 Sep 2022 09:57:04 GMT

Thank you. You've been much more help than O2 have been. 👍

Re: Absolutely appalling!

Enlli — Thu, 08 Sep 2022 10:00:40 GMT

Give your PAC to your new network and you should then be given a date for your number to transfer.

Once that happens your account with O2 will close.

Re: Absolutely appalling!

MI5 — Thu, 08 Sep 2022 10:19:28 GMT

You're welcome @Si6776

Re: Absolutely appalling!

Si6776 — Fri, 23 Sep 2022 19:11:11 GMT

Hi again,

I thought I might as well reply to this topic as I have another problem now. Having left O2 and PAC'd off to another provider, O2 have sent me my final bill and it seems I am owed a small amount of money.

It says in the text and email that I can claim this refund through My O2, but I can't see how to do this. The My O2 app no longer recognises me as a customer and when I login to my account online, there doesn't seem anywhere to actually access the bill and thus claim the refund.

I also no longer seem to have access to the Chat service, so how does an ex-customer claim the refund O2 say they owe me?

If I was to call them on a landline, it would probably cost me more than the due refund, not to mention a good proportion of my life expectancy. 🙄

My Direct Debit is still active, so I guess there's a chance they might just automatically refund me, but that's not what's been said in the text and email.

Re: Absolutely appalling!

jonsie — Fri, 23 Sep 2022 19:14:34 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

Re: Absolutely appalling!

Si6776 — Fri, 23 Sep 2022 19:27:50 GMT

I'm not on Twitter and I've messaged them via FB before, and they ignored it, but I'll give it a go.

Thanks.

Re: Absolutely appalling!

MI5 — Fri, 23 Sep 2022 20:01:06 GMT

@Si6776

Anything under £20 is automatically refunded to your bank account.

Over £20 you need to contact O2 and they send you a cheque. Yes, I kid you not!

Re: Absolutely appalling!

Si6776 — Fri, 23 Sep 2022 20:18:11 GMT

Yeah, that's what I thought would happen. But the text and email specifically states that I need to request the refund through My O2. It's not as though it's a huge amount, but it's the principal of the thing. It's almost like they try to make things difficult. I bet they'd make it easier if I owed them money!

Re: Absolutely appalling!

MI5 — Fri, 23 Sep 2022 20:41:47 GMT

Guaranteed.

Re: Absolutely appalling!

exforces — Sat, 29 Apr 2023 15:13:33 GMT

Unfortunately staying with a company for 27 years gives you no more 'priviledges' than someone who just joined. Loyalty isn't rewarded so IMHO find another provider and if necessary keep switching provider to get the best deal.