topic Impossible to leave O2? in Discussions & Feedback

Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 15:51:11 GMT

I am sick and tired of having hardly any signal and calls dropping, texts not being delivered or being delivered more than once. So I called 202 yesterday to speak to someone about leaving O2.

I was on hold yesterday for over 30 minutes before I got cut off. Today I am still on hold (after 45 mins listening to the worst hold music ever)

I think that this level of "customer service" from a company as large as O2 is appalling.

Surely, if you have a customer who is wanting to leave your service then you should answer the phone and at least try to find out how you could make the service better, instead of leaving people on hold for ridiculous amounts of time.

I want to leave. Your network doesn't provide the advertised service in my area. You are failing to hold up your end of the contract.

So answer the **bleep** phone. Shouldn't be too difficult since you are a telecommunications company.

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 15:54:03 GMT

As with everyone else today, you've picked the single worst day of the entire year to phone through.

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 15:57:27 GMT

And yesterday as well apparently. And I honestly don't see the point in the O2 shops. I went in there yesterday to be told "Phone 202, we can't do anything."

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 16:00:37 GMT

The shops are there to sell phones. Thats all they do. Thier sole purpose in life.

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 16:07:11 GMT

Yet go into any Vodafone, Orange or 3UK shop and they can do anything. Out of all the main networks (and I have been with them all at some point or another) this one is by far the worst overall.

Re: Impossible to leave O2?

perksie — Fri, 21 Sep 2012 16:24:25 GMT

There's more than one way to get in touch, try the Live chat in "Contact us" at the foot of the page, or email here:

https://www.o2.co.uk/apps/help/help

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 17:43:12 GMT

i too need to cancel. on the link, there was no option for "live chat" that you mentioned. is this not available at the moment as well? is there any other way i can cancel?

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 18:07:13 GMT

your signature states that your opinions are your own and do not reflect o2/telefonica in any way. they may be your own opinions but they certainly reflect badly on o2/telefonica. if you have nothing useful to add to this post, why bother posting? it makes your company look bad. i've always known o2 aren't the best for customer service but i couldnt be bothered to change. but i'm changing because of the way they have handled this whole "iphone release" situation. it should be an opportunity for them, not a burden. i don't expect to gain anything directly from posting this. but hopefully, an employee who actually cares about the company will see it and realise the effect it is having on their customers and revenue. and maybe fire you for being a detriment to their business.

Re: Impossible to leave O2?

Anonymous — Fri, 21 Sep 2012 18:21:33 GMT

So are you saying that unless I'm agreeing with you that O2 stink and is the root of all evil, then I'm not allowed an opinion?

Re: Impossible to leave O2?

jonsie — Fri, 21 Sep 2012 18:40:52 GMT

I think you will find that most O2 employees who post on here (and they have no need to) are passionate about the company. Not too sure why you feel you have the right or need to criticise them if their views do not correspond with your own.

Complain through the official channels here:

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=13668

Re: Impossible to leave O2?

perksie — Fri, 21 Sep 2012 18:44:54 GMT

@Anonymous wrote:
i too need to cancel. on the link, there was no option for "live chat" that you mentioned. is this not available at the moment as well? is there any other way i can cancel?

Live chat appears to be working normally, the problem could be your web browser, can you try another one?

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 09:09:56 GMT

I completely agree : look at all the threads on here of people trying to leave and o2 making it impossible for them !

It is ridiculous that you cannot cancel a contract in shop : there is no reason for this other than to make it harder to leave.

The phone-lines are then deliberately understaffed to make you try to give up.

On a normal day it takes 35+ minutes with a high risk of them cutting you off ... when the iphone 5 is released they simply turn off the lines so it's actually impossible to leave!

You cannot tell me that's not intentional : o2 could easily have predicted they need extra staff for peak times and a 30-min wait is business as usual!

What is interesting is that, although the line is closed if you try to cancel your contract ... the line to buy a new phone is still open! Try it!

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 09:14:21 GMT

Don't believe you can cancel or request a PAC via live chat (it would be great if you could).

o2 refuses to let you cancel in store or online and you must go via the phones to get a PAC. Unfortunately the phoneline average wait is >30mins and, on peak times like the iPhone launches, they turn it off so customers unfortunately cannot cancel.

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 09:27:48 GMT

I've tried all week to get a pac code from 02. There support service is an absolute joke! It reminds me of a line from the eagles hotel cailfornia track. "you can check out anytime you want but you can never leave". Maybe there's some truth in this, I don't know but I'll keep trying anyway.

Re: Impossible to leave O2?

Liquid — Sat, 22 Sep 2012 10:38:01 GMT

Unfortunatly iPhone launch was probally the worst time to get through to customer services. I doubt it's been turned off probally just their switchboard has been over run with connections.

Wish you the best of luck. Call during normal working hours (9-5) I only waited about 5 minutes.

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 11:23:47 GMT

I have been trying for the past 3 days to cancel my contract with O2 and as soon as I select the option to cancel contract i'm told that O2 is to busy and i'm cut off but surprise surprise if I select upgrade option magicaly O2 is no longer to busy to take my call... mind you i have been on hold for 25min now!!!! Thanks for making your existing client for 4 years feel so expecial to you O2, NOT!!!

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 11:59:49 GMT

o2 has now opened the 'if you're think of leaving us' line.

Have been on music/hold for 35 minutes but at least it's going through now and not just cutting off automatically.

I'm hoping for under 2hrs.

Re: Impossible to leave O2?

Anonymous — Sat, 22 Sep 2012 12:22:19 GMT

And .... cut off after 46 minutes!!!!

Please o2 - just give me my PAC and let me leave your terrible service

Re: Impossible to leave O2?

Anonymous — Sun, 23 Sep 2012 18:39:09 GMT

Hi Just noticed this post and thought i would put my tuppence in !. Firstly no offence but someone who works for O2 (and i have not doubt you are passionate about the company ) is going to be biased. I would like to think you are one of the few old school employees . Once upon a time when o2 service was parramount to any other . I have been with o2 since 1998 , with the same number . (although o2 do not recognise this and now every ime i continue my contract (albeit a new one...obviously) it is not recognised buy o2 . I have found the last few years service deteriate extensively . Contracts are expensive , tarriffs are not matched to your current needs and use (which it used to do) . They are expensive (not the best deals anymore) and the service is awfull (sorry) i am, down again tonight and yesterday and i have no reason why ? and guess what nothing on the website AGAIN !customer service is pretty bad know (again sorry , never used to be) . I phoned up not to dispute my exceptionally high bill (new contract got slaughtered by them and the tarrif they gave me) but i was merely asking to pay in instalments . I was told i could not do this as they consider i have only been with them for 4 months!!! I have been with htem uninterupted for 14 years !!!! When i complained i had a women that called me twice i missed her call unfortunately . She never left a contact number thus had no way of getting in contact with her. I was forced to pay a huge bill all in one month . I will definitely be leaving o2 when my contract is near an end . Loyal customer has had enough !!

Re: Impossible to leave O2?

Anonymous — Sun, 23 Sep 2012 21:26:25 GMT

I understand how you feel - been with o2 since 1987 (back in the BT cellnet days) - does loyalty improve their service/customer care ? No not a chance. I would be ashamed tgo say I worked for them.