topic Re: Unable to Reach Customer Service in Discussions & Feedback

Unable to Reach Customer Service

HM1 — Mon, 13 Dec 2021 18:50:38 GMT

Hi everyone,
I have recently rejoined O2 having been with Virgin for for the last few years and am not enjoying the lack of customer service so far, is it just me that finds it incredibly difficult to just get through to someone real?!

I have never had so much trouble to simply just be able to speak to someone. The automated phone system is awful and ends the call without even transferring it, and when I try to initiate a chat online it always tells me there is no-one on the team available!

I ordered an additional SIM card on 23rd November which has been in pending status since and all I want to know is what's happening, on the one occasion I was able to reach someone, 2 weeks after I placed the order, they recommended I wait another 48 hours and then if no movement contact them again....and here I am unable to reach anyone!

Just interested in other peoples O2 customer service experiences and if there are any tried and tested ways outside of the norm to reach someone.

Thanks

Paul

Re: Unable to Reach Customer Service

MI5 — Mon, 13 Dec 2021 18:55:15 GMT

@HM1

It's all about contact deflection these days.

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 (scripted response, sorry.)

Re: Unable to Reach Customer Service

HM1 — Mon, 13 Dec 2021 18:58:27 GMT

Thank you MI5, I will drop them a line on Facebook, you are right it really is all about contact deflection and more companies seem to be adopting this approach unfortunately.

Anyway, thanks again.

Re: Unable to Reach Customer Service

madasaf1sh — Mon, 13 Dec 2021 20:54:14 GMT

Took me 3 minutes to get through to someone the other day at lunchtime to speak to someone about my partners contract.

Just wait until you see the complete AI driven call centre that Telefonica have developed, it gets rid of human call takers near enough completely...

Re: Unable to Reach Customer Service

MI5 — Mon, 13 Dec 2021 21:38:43 GMT

Good luck @HM1

Re: Unable to Reach Customer Service

Rebecca972 — Tue, 05 Mar 2024 21:31:06 GMT

I tried to call o2 many times today, the phone would ring forever ( more than two hours) then get cut off.

Re: Unable to Reach Customer Service

Oxonian — Wed, 06 Mar 2024 21:33:46 GMT

@Rebecca972

I suggest that you try the social media route as described by @MI5 above :-

Re: Unable to Reach Customer Service

MI5 — Wed, 06 Mar 2024 21:36:57 GMT

No difference over 2 years later I see.