topic Re: Unable to make contact about new billing system in Pay Monthly

Unable to make contact about new billing system

Sarahcr — Thu, 09 May 2024 11:26:54 GMT

I have been sent a letter from o2 requesting I call them otherwise they will no longer be providing me with their service. I have called many times, never spoke to anyone and just listened to music for a total of 4 hours! I've text the help service on the app, they say I have to call the number on the letter, I've emailed a complaint. Today I have tried to call again and get an automated message saying the 'it is not possible to connect your call'. What am I supposed to do if they are going to cut me off but I can't get in touch!

Re: Unable to make contact about new billing system

MI5 — Thu, 09 May 2024 11:48:59 GMT

@Sarahcr

We've had a few of these strange reports recently.

It seems that the auto migration of some customers has failed and O2 need to do it manually, but can't do it without the customer involvement.

Keep trying the number given and try to call early at 8.00am when the lines open.

Re: Unable to make contact about new billing system

pgn — Thu, 09 May 2024 12:07:26 GMT

@Dave-O2 any comment from above? Has the migration to 360 changed to invitation by letter to work with O2 to get the account moved?

Any clarification on when these migrations, which require a call to O2, operate (i.e. 9am to 4pm, or 24hr 7days a week, etc...)?

Re: Unable to make contact about new billing system

Sarahcr — Thu, 09 May 2024 12:12:13 GMT

Unfortunately the line is only open Monday to Friday 10am to 7pm. This is why I have had difficulty. I am now on the main o2 customer service and have been transferred to another department. I've been waiting 43 minutes. I need to work so this is very frustrating and disappointing.

Re: Unable to make contact about new billing system

MI5 — Thu, 09 May 2024 12:44:15 GMT

Another seemless migration @Sarahcr !!!!

Re: Unable to make contact about new billing system

Sarahcr — Thu, 09 May 2024 12:49:58 GMT

Weird thing is, I only migrated from Virgin late last year to o2. So why didn't they do it then?

Re: Unable to make contact about new billing system

Cleoriff — Thu, 09 May 2024 12:55:36 GMT

@Sarahcr wrote:
Weird thing is, I only migrated from Virgin late last year to o2. So why didn't they do it then?

That's what usually happened @Sarahcr. It was O2 customers who had to wait until all VM customers were migrated to the new 360 system. You must have slipped through the net!

Re: Unable to make contact about new billing system

Sarahcr — Thu, 09 May 2024 13:30:55 GMT

I wonder if it is because my number was originally an o2 one, as I was with o2 years back? I moved as signal was always poor, it still was with Virgin anyway lol!

Re: Unable to make contact about new billing system

Dave-O2 — Thu, 09 May 2024 16:20:19 GMT

Thanks for the tag @pgn

@Sarahcr Can you please drop me a PM with your mobile number and I'll get this checked out 🙂