topic Desperate Help Needed Please....!! in Discussions & Feedback

Desperate Help Needed Please....!!

JoyceF — Mon, 25 Mar 2024 18:25:29 GMT

I hope someone on here can give me some advice please..... I've been with O2 for many years with a business account on a pay monthly - my contract had expired. I was bought an Apple Watch but was told that it wasn't compatible with a business account, so I was advised to change to a consumer one. I tried to do this over the phone, but had no success so went into the Kendal store - the staff in there were very helpful and finished off what they had started on the phone, but didn't manage to complete! I was told that I'd have a temp consumer number for possibly 24-48 hours maximum until my original number, which I've had for years, was migrated over...... My original number which I need to keep was disconnected the same day. It's now 7 days on and this still hasn't happened. I've revisited the store who read the notes from the call centre and can't understand why it hasn't been done - I've called on numerous occasions to be passed from business to consumer and back again - with each one blaming the other! I even had one man ask me what he wanted me to do and why I was calling - he was so rude. Throughout all of this I have remained calm and polite! Today I'd had enough and called business at 9.30am asking them to reinstate my original number - I was told that would be done within 4-5 hours - guess what. It's still not happened. I called again at 4.00pm to be told that it should have happened and they would request the same again... I need my number urgently, as there are lots of things I can't access without 2-factor authentication and haven't been able to since last week! I asked 4 days in for this to be escalated to a manager and for someone to call me back - No response whatsoever.... can anyone make any suggestions as to what I can do - I'm now desperate....!!! Thank you

Re: Desperate Help Needed Please....!!

madasaf1sh — Mon, 25 Mar 2024 18:42:41 GMT

@JoyceF

Unfortunately all we can do is to tell you to persevere with Customer Services on both sides, as it sounds like someone has messed up.

It might be worth trying the Social Media Channels, you can send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG),

You can try a complaint but a word of warning it will stop Customer Services helping, and o2 have 8 weeks to reply to you.. https://o2.co.uk/how-to-complain

Good Luck...

Re: Desperate Help Needed Please....!!

JoyceF — Mon, 25 Mar 2024 19:04:20 GMT

Thank you very much for taking the time to reply.... It's so frustrating - I call customer services in business to go through everything, to be told it's not them, it's consumer - so I call consumer customer service, go through it all again to be told it's not them it's business - this has been going on since last Tuesday....I'm completely at my wits end....

Re: Desperate Help Needed Please....!!

jonsie — Mon, 25 Mar 2024 19:05:52 GMT

Is this on the O2 website or the Virginmedia joke of a website?

I set mine up following the link on O2 just using the same credentials I sign into O2

It was all fairly straight forward but I wasn't migrated from Virgin