topic o2 disconnected me for no reason in Discussions & Feedback

o2 disconnected me for no reason

La11 — Wed, 27 Dec 2023 23:45:24 GMT

Very angry, had an issue with o2 they didnt bother responding to a complaint or I didnt get a manager call back, over a minor issue but I wanted it investigated.

I got so fed up of no call back or complaint not being registered, I gave 30 days notice to cancel, all agreed.

2 weeks later I thought I will just forget about it as its too hard to get through and I dont want to lose Volt benefits so I called them an explained all and stated CLEARLY I dont want to leave,

They said they will stop the disconnection due in 2 weeks, all good, I forgot about it.

Come christmas day I have no service and have got disconnected.

When I was so clear on the phone and double check everything at the end of the call why did they do that.

Called up and no one had an answer but said they have filled in a form to get the back team to reconnect.

No money is owned and its their fault, so will this be ok as I cant get PAC they said until its active again or I would be gone. Any idea if this is possible to reconnect 2 days after disconnection same number and is this true about pac as webistes says I can get pac 30 days after disconnecting?

Really fed up.

Thanks

Re: o2 disconnected me for no reason

Bambino — Thu, 28 Dec 2023 03:21:48 GMT

@La11 This is not O2. This is a customer community. We have no access to anyone's account.

You can reach O2 via social media. They may be able to assist:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

Re: o2 disconnected me for no reason

La11 — Thu, 28 Dec 2023 08:45:21 GMT

Yes I have contacted them and waiting for it to be resolved, I know this isnt CS. just wanted opinions...

why are they telling me on the phone they cant give a PAC code when website says you can within 30 days of disconnection if anybody knows if they should give me one so I can escape them and go elsewhere?

and also can i take the complaint external if they dont deal with it in 8 weeks?

Re: o2 disconnected me for no reason

madasaf1sh — Thu, 28 Dec 2023 10:22:07 GMT

@La11

Yes you can take it to the Telecoms Ombudsman (which is not OFCOM), but unfortunately you will need to follow the official o2 complaints process and then it will be 8 weeks from that date, and when they issue a deadlock letter..

https://www.o2.co.uk/how-to-complain

Re: o2 disconnected me for no reason

La11 — Thu, 28 Dec 2023 21:49:40 GMT

Hi...Update for anyone who unfortunate to deal with O2 that google this. BTW i see a lot of other threads replies "this isnt customer services" , I know I want other peoples opinions as CS is a waste of time.

After countless calls and webchats, I still have not got any call to reconnect the line. Every advisor said they cant give me a pac code without it being active. PURE LIES and its not a training issue as are all of them badly trained? No, its lies, I asked 7-8 different people. O2 website says clearly PAC can be obtained up to 30 days after cancellation, so why they lying on the phone... Finally spoke to someone in UK from the 360 team whatever the hell that is and had to explain it all. Im so done I just want the PAC as they didnt call to reconnect and I would rather pay £100 a month than give o2 a penny more ...for life.

She explained a pac can be given and thats facts, she emailed it to me in 10minutes. Wow but no one else could. So they first cut me off then take their time to call me back although time was pre agreed, then dont call then refuse to give PAC all after they shouldnt have cut me off in the first place.

I have many years experience in call centres but this company is wrong and dont care. Im off to Vodafone.

I would never touch O2 again.

Re: o2 disconnected me for no reason

Enlli — Thu, 28 Dec 2023 22:05:39 GMT

The reason we state this is not customer services is that many people joining think we are, or that we are some sort of chat service.

It's not helped by O2's chat bot directing people here.

Re: o2 disconnected me for no reason

gmarkj — Fri, 29 Dec 2023 09:37:57 GMT

The issue with the website is that there are so many pages, and some of them disagree with others so not all of them are a) up to date or b) still relevant. This is why we often refer people back to customer services.

Re: o2 disconnected me for no reason

La11 — Sat, 30 Dec 2023 02:29:21 GMT

well yes that makes sense as Ive only come here last week...

but my PAC is processing now, just cant get over how a huge company like virginO2 or whatever the hell they calling their joke of a network can try to stop someone getting a pac a few days after disconnection. Im sure its against rules but we shall see when the complaint goes to the communications ombudsmen as the old complaint is 6 weeks old anyway so not long.

I think they assume most people wont take it that far and they dont but I shall.

They shouldnt be able to get away with this so I will persue it.

Re: o2 disconnected me for no reason

Oxonian — Sat, 30 Dec 2023 14:37:40 GMT

@La11

If you intend to take your complaint to the Communication Ombudsman, the first thing you are going to need to be clear on is why ?

You state that O2 have not served you well. Hence, you wanted to leave. You have now got your PAC and are going to Vodaphone. So why do you intend to pursue your complaint ?

If you do go further, you are going to need to articulate :-

- a summary of the facts behind your complaint.

- a brief explanation of the impact of O2's actions on you.

- what redress you can reasonably expect in view of O2's perceived failings.

Redress for time and inconvenience is usually nominal. If you do pursue this, there is always the danger that the Ombudsman might find in your favour and suggest that O2 issue you with a letter of apology !

Given that you have got your PAC and are joining Vodaphone, I would suggest that you consider taking no further action.

Re: o2 disconnected me for no reason

La11 — Sat, 30 Dec 2023 14:51:22 GMT

I dont see why you are trying to put me off as its not going to work. I understand complaints very well, I used to work with complaints.

This company wasted a lot of my time with lies and rude people on the phone and LIED about my pac.

They should have give it first time I asked as its my right, period.

Not to mention they should not have cut me off xmas day in the first place so yes I will persue it so O2 learn when they cant ignore it. Im not bothered what I get out of it is called hold people accountable.

I would encourage everyone to do the same or this joke of a company will continue to abuse customers.

This number was used to monitor cctv of a disabled person when I was out on 4g, which I could not do then cut me off but I not going to comment any more just why people defend O2 is beyond me then turn it into a chat forum type of situation.

I will take this to the end and O2 relies on people just leaving it.No chance.

Maybe some people on this forum here to make o2 look good for some reason, Im not.

Re: o2 disconnected me for no reason

Enlli — Sat, 30 Dec 2023 15:43:53 GMT

Nobody amongst the regulars are here to make O2 look good. On the contrary they are some of the first to criticise

Re: o2 disconnected me for no reason

Oxonian — Sun, 31 Dec 2023 12:40:15 GMT

@La11 wrote:
I dont see why you are trying to put me off as its not going to work. I understand complaints very well, I used to work with complaints.
This company wasted a lot of my time with lies and rude people on the phone and LIED about my pac.
They should have give it first time I asked as its my right, period.
Not to mention they should not have cut me off xmas day in the first place so yes I will persue it so O2 learn when they cant ignore it. Im not bothered what I get out of it is called hold people accountable.

I would encourage everyone to do the same or this joke of a company will continue to abuse customers.
This number was used to monitor cctv of a disabled person when I was out on 4g, which I could not do then cut me off but I not going to comment any more just why people defend O2 is beyond me then turn it into a chat forum type of situation.
I will take this to the end and O2 relies on people just leaving it.No chance.

Maybe some people on this forum here to make o2 look good for some reason, Im not.

@La11

I am not trying to put you off making a complaint, but I am suggesting :-

- any redress in these circumstances is likely to be modest, and

- a successful complaint will need to be structured so as to articulate the facts, the impact on you and what redress you would like to see.

It is your prerogative to complain and, if you decide to take this course, I hope that you are successful.

Before you formulate your complaint, please see :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please keep us updated on developments.

Re: o2 disconnected me for no reason

La11 — Tue, 02 Jan 2024 13:56:51 GMT

Ok fair enough, its just Ive had enough of this situation. Sick to death of it.

Will this PAC work as Vodafone accepted it last week, port was meant to complete today, now they are saying tm...which is ok but the manager said, maybe there is an issue as the old number was disconnected.

Why do I keep hearing this when the O2 website states

https://www.o2.co.uk/help/account-and-billing/leaving-o2#:~:text=To%20get%20your%20code%2C%20just,store%20or%20getting%20in%20touch.

quote

If you’ve already switched networks, you can request a PAC code by popping into an O2 store or getting in touch. You have up to 30 days from when you leave O2 to request a PAC code from us, and it will be valid for 30 days from the date of issue.

So until this is connected, the drama isnt over but I need that line working...Is this now up to Vodafone to chase as surely if I got the pac from O2 and it was accepted and its within 30 days, why the delay

any ideas?

Thanks

Re: o2 disconnected me for no reason

madasaf1sh — Tue, 02 Jan 2024 14:43:24 GMT

@La11

Yes its upto Vodafone to do the port, and get their back office team to chase via the o2 porting team to get the number moved.

Re: o2 disconnected me for no reason

La11 — Tue, 02 Jan 2024 14:55:44 GMT

Ok great, as I was about to contact o2 again which I dont want to do, so basically stick with talking to vodafone and deal with them as they already have the pac code?

Re: o2 disconnected me for no reason

Oxonian — Tue, 02 Jan 2024 18:40:13 GMT

@La11

Yes, that is what @madasaf1sh is suggesting, you need to keep pushing Vodaphone to chase O2.

Re: o2 disconnected me for no reason

La11 — Tue, 02 Jan 2024 22:52:18 GMT

The social media team responded today and the complaints review service sent a generic response.

Social media from O2 now say same as Voda which is it will be done by midnight 3 Jan.

The original complaint has been over eight weeks but this complaint is now interconnected with this drama.

the social media team have stated the same thing as Vodafone that the transfer will take place tomorrow but there were some files missing from O2 is what Vodafone actually said or it would have been completed by 5 pm today.

There has been in a lot of stress with this situation because just imagine if you're phone number was switched off and you are losing money and you can't use your phone outside I'm continuously on the move.

I just would be interested to see what O2 make of the situation once they actually reviewed the phone calls but I have actually emailed the CEO office as well, let them find out what the company is really about and if they actually give a damn is a different story.

Never had an experience like this and I've been using mobile phone since they were analog I used to have a vodaphone with a 0374 number back in 1995.

Re: o2 disconnected me for no reason

Oxonian — Wed, 03 Jan 2024 19:29:37 GMT

@La11

I am always intrigued by promises to do things by "Midnight 3 January". Is that Midnight last night or Midnight tonight ?

Anyway, I hope that you will confirm tomorrow that it is all resolved ! 👍

Re: o2 disconnected me for no reason

La11 — Thu, 04 Jan 2024 00:18:51 GMT

midnight now...its did port, all working after I pushed it from Vodafone...they said the needed more files from O2.

Complaints review service called, (wow, so handy AFTER i sorted it all at my own time/cost (!) )...

they probably want to offer a poxy compensation. Told them to listen to the calls and read webchats as its only been a short while but lots of wrong doings. I dont want them to brush this under the carpet as they want to.

Re: o2 disconnected me for no reason

Oxonian — Thu, 04 Jan 2024 20:07:34 GMT

@La11

Glad to hear that you port is sorted ; please let us know how you get on with your complaint.