topic Re: horrified in Pay Monthly

horrified

Anonymous — Mon, 02 Mar 2015 20:11:43 GMT

Just been on live chat for over 30 mins requesting pac code . To be asked continous questions about new phone that I got and then to have phone hung up. I am upset , distressed to be treated thus wsy and still have no oac cide. Horrible experience.

Re: horrified

jonsie — Mon, 02 Mar 2015 20:19:11 GMT

That's a truly terrible experience and I can understand you being upset. It should be a simple request but there again nothing surprises me about live chat. If you don't wish to reperat the experience by trying a different chat adviser then I would suggest you calling 202, preferably early morning.

Re: horrified

MI5 — Mon, 02 Mar 2015 20:19:37 GMT

Give cs a call on 202 tomorrow.... Live chat can be quite a challenge!!

Re: horrified

Cleoriff — Mon, 02 Mar 2015 20:21:17 GMT

Hi @Anonymous

Sorry to hear of this awful experience...Live chat have no business asking you additional questions...You want your pac..they should action this

http://community.o2.co.uk/t5/Discussions-Feedback/Obtaining-a-PAC-Code-from-the-O2-Network/m-p/544270#U544270

Best to ring customer service and leave Live Chat alone

Re: horrified

Anonymous — Mon, 02 Mar 2015 20:30:04 GMT

Go back to live chat and just say something directly like, "Hello, I would like my PAC code please", and have all of the information they might need, (account numbers, etc), to hand.

Don't enter in to any other conversation that is not relevant to the issue. Just politely request the PAC, and say that you were told to request it from them.

Re: horrified

anticpated — Mon, 02 Mar 2015 21:16:58 GMT

It shouldn't be a difficult thimg to do, sometimes though you go round the houses to get what you need.

Re: horrified

Anonymous — Tue, 03 Mar 2015 00:20:06 GMT

a Porting Authorisation Code is a request to leave the network and therefore terminate the agreement or give notice if out of term...

with that inmind I wont believe that they would or could verify your details as account holder to action that.

i pay for my sisters contract and I would shudder to think if she could request it via a web chat with out me knowing or some else do it on her behalf?!

it has always be a process request over the phone or maybe in writing in signed letter to verify dpa.

best call 202

Re: horrified

Cleoriff — Tue, 03 Mar 2015 00:21:15 GMT

Not factual though @Anonymous

Although Live Chat have a poor reputation they are allowed to issue PAC codes to clients. Some members have managed this successfully using live chat.

It didnt work well in this instance for the OP...hence our suggestion that they try ringing Customer Services on 202 in the morning....

No written confirmation is required at any time (as per your suggestion)

Re: horrified

Anonymous — Tue, 03 Mar 2015 07:53:53 GMT

@Anonymous

Live Chat certainly CAN provide Port Authorisation Codes (PAC). To do so it is necessary to go through some Data Protection questions online. As long as you pass those then the request should be actioned.

As a general rule I won't recommend Live Chat even for PAC codes due to their dreadful record. FYI it ain't much better on Vodafone either.

Re: horrified

Bambino — Tue, 03 Mar 2015 08:56:44 GMT

If the OP follows the advice to ring Customer Service this morning they should have no problem getting their PAC. It will be sent to their phone via text. As others have said, avoid Live Chat.

Re: horrified

Anonymous — Tue, 03 Mar 2015 10:16:35 GMT

Live chat is quite useful for, erm, chatting. I mean if you are just insanely bored and lonely. That's why it's called live chat.

The clue is in the name. Treat it like a chat room, like going down the pub from the comfort of your own home, and you won't be disappointed. Just don't expect assistance with your O2 account necessarily. You MIGHT get a knowledgeable, helpful person, you never know - just like you MIGHT meet a barmaid down the pub who can answer your questions about nuclear physics without a moment's hesitation. Go with an open mind and you won't be disappointed.

Note that it says on the O2 site, "Need help now? Speak to one of our agents". Is that not clear enough? If you need help, speak to an agent, that is to say, call customer services, don't use live chat.

Live chat is a new, free, fun, innovative service from O2, which allows customers to engage in casual, pseudo-anonymous conversation with mostly friendly* reasonably intellegent people. Just think of it as being like Omegle but without the idiots, and random disconnections.

* friendly as long as you don't mention O2 products and services that you are unhappy with.

The fault is clearly with customers who assume that live chat is some sort of technical support service for O2. I don't see any references to that anywhere.

In short, call 202 for account and technical issues. Use live chat when none of your mates are in from work yet, and it's too early to go down the pub.

O2 community live chat

Let all be friends together!

Re: horrified

jonsie — Tue, 03 Mar 2015 10:24:17 GMT

I find the best live chat, and I have used it twice now, when you have a complaint such as the op is to go into it via the complaints link at the foot of the page. Both times I have got through to a UK complaints adviser who sorted out my problem without my need to consult google translate to make sense of their answer.

Re: horrified

Anonymous — Tue, 03 Mar 2015 11:40:29 GMT

@jonsie wrote:
I find the best live chat, and I have used it twice now, when you have a complaint such as the op is to go into it via the complaints link at the foot of the page. Both times I have got through to a UK complaints adviser who sorted out my problem without my need to consult google translate to make sense of their answer.

It probably wasn't a UK adviser, just somebody in the same call centre who knew how to use google translate to make sense of your question

Re: horrified

jonsie — Tue, 03 Mar 2015 11:48:17 GMT

Definitely an English guy.....:smileywink: