topic Appalling Service in Discussions & Feedback

Appalling Service

SallyP66 — Fri, 14 Jun 2024 17:15:31 GMT

I had to change my number on police advice, I asked o2, could I change - yes no problem but need a new sim. So I asked could my old pay monthly number be ported to a payg sim so I could keep it until all my contacts were notified - again told yes no problem.

o2 have LOST my original number, I'm stuck in a new contact with a crap coverage, sent TWO complaint emails to CEO office, neither have been responded to. Have posted on X - again no response. I'm stuck in a contract with a phone that has almost ZERO coverage !! No complaints responded to - its a complete joke

Re: Appalling Service

Bambino — Fri, 14 Jun 2024 18:38:22 GMT

@SallyP66 The details of your contacts would not be on your sim. They will be backed up on Google or in the cloud if you have an iPhone. It's unlikely that your number would have been reassigned so quickly. It's probably still out there, if you can find the right person from customer service to retrieve it for you. See the guide below:

How to find help & contact O2: A Guide - O2 Community

Re: Appalling Service

Oxonian — Sat, 15 Jun 2024 20:20:38 GMT

@SallyP66

It is currently taking O2 up to eight weeks to investigate and respond to complaints, so depending when you lodged your formal complaint, an outcome might still be in the pipeline. If O2 do not respond, escalation is detailed in :-

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

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

In particular :-

What happens next?
If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

As far as your network coverage is concerned, these might help :-

My Network App - Find Out More About Your Network Coverage | Apps | O2

https://www.o2.co.uk/apps/my-network

Please keep us updated on developments. 👍