topic Re: Number Disconnected In Error in Discussions & Feedback

Number Disconnected In Error

Kirsty0044 — Thu, 04 Jul 2024 14:14:06 GMT

Hi Can anyone help?

Ongoing Complaint since may 30th when an agent incorrectly disconnected my phone number i had for 15 years.

Can no longer get my PAC via text so 02 requested 3 times via email and they have apparently sent this but I'm not receiving and agents cant see contents of the email.

Please someone help me get my number back?

no response from complaints i call everyday no further forward, cant action a transfer of ownership

as numbers no longer active!!

Ive emailed CEO no response.

Commsbudsman wont look at it for another 3 weeks.
really getting me down any advice please?

Re: Number Disconnected In Error

Enlli — Thu, 04 Jul 2024 14:31:40 GMT

Can't really help here as we are a Customer to Customer Community with no O2 input

Afraid its keep at O2. Reports say the social media team are the best

Links in the guide

#Hel

Re: Number Disconnected In Error

jonsie — Thu, 04 Jul 2024 14:41:11 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: Number Disconnected In Error

Oxonian — Thu, 04 Jul 2024 20:57:50 GMT

We understand @Kirsty0044 that it is currently taking O2 up to eight weeks to investigate and respond to complaints. Hence, if you lodged a formal complaint on 30 May, you could easily hear back in the next few weeks.

If you do not receive a response, the escalation route is set-out in :-

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

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.

Re: Number Disconnected In Error

Kirsty0044 — Wed, 10 Jul 2024 16:36:29 GMT

Social media team are awful. Just scripted replies its like talking to a robot 😞

Re: Number Disconnected In Error

Kirsty0044 — Wed, 10 Jul 2024 16:41:21 GMT

I call them daily, and unfortunately no1 can help with this looks like ill have to just bite the bullet and accept that im not getting my number back

Re: Number Disconnected In Error

Kirsty0044 — Wed, 10 Jul 2024 16:43:00 GMT

Thanks, hopefully ill hear back soon but I don’t hold out much hope

Re: Number Disconnected In Error

Oxonian — Wed, 10 Jul 2024 19:28:24 GMT

@Kirsty0044 wrote:
Thanks, hopefully ill hear back soon but I don’t hold out much hope

Please keep us updated on developments @Kirsty0044 ! 👍