topic Re: Difficulty in Getting any Customer Service in Discussions & Feedback

Difficulty in Getting any Customer Service

Anonymous — Mon, 15 Oct 2012 18:56:09 GMT

I recently bought a HTC One S and needed to order a Microsim. I made my way to the SIM order page but immediately found it confusing.

I am already with O2 (have been for nearly 10 years) so I clicked '>>I am already using an O2 SIM' - this brought up a pop-up that listed types of SIMs but no links to order one. I'm currently on Simplicity, so I called 2202 to talk to someone about Simplicity as it suggested. This number bombarded me with adverts for O2 services and didn't put me through to anyone. I closed the pop-up.

I then decided to try and use the order form pretending to be a new customer but fell at the first hurdle - 'What type of SIM - pay monthly or pay & go'. I'm currently paying monthly on a Simplicity plan - is that Pay Monthly or Pay & Go? I have no idea, so I couldn't use the order form.

After that I tried phoning O2 to speak to a person who might have some knowledge. I couldn't find any Pay Monthly numbers so I phoned the Pay & Go number, only to go round and round in circles of automated messages that didn't list the particular thing I wanted to talk about, had no option for 'other', and didn't put me through to a person after trying a few of the possibly irrelevant options.

Then I tried the live chat, which just hung and didn't put me through to anyone. I had to access it again from a different page, and got someone who eventually ordered me a microSIM but was a bit robotic and confusing.

O2 used to be so lovely and easy to get along with. I've been a massive O2 fangirl for years but it now seems impossible to speak to an advisor. I've stayed with O2 for so long solely because your customer service was always so good but it now seems much harder to just speak to someone and get an answer, and I think the website navigation and wording could be improved too.

Re: Difficulty in Getting any Customer Service

MI5 — Mon, 15 Oct 2012 19:05:05 GMT

You can contact pay monthly CS on 202 for free from your phone.

Re: Difficulty in Getting any Customer Service

adamtemp64 — Tue, 16 Oct 2012 08:04:05 GMT

To get the pay monthly (simplicity) phone number 202 is 3 clicks from this page.

Clich Contact us (in grey at bottom of all o2 pages)

Click the phone icon

Click pay monthly

Job done

Re: Difficulty in Getting any Customer Service

Anonymous — Tue, 16 Oct 2012 08:13:31 GMT

Thanks. I must've been having a particularly bad evening. I tried that (contact us, phone icon, pay monthly) so many times last night and it didn't give me that page with phone numbers on. I have no idea what was going on, I just couldn't get to that information anywhere and it made me a little grumpy.

Re: Difficulty in Getting any Customer Service

macblank — Tue, 16 Oct 2012 15:01:34 GMT

Time for my mega tip!

Go to SHOP on O2.

Look around and look at a couple fones

After a couple mins a CHAT BOX pops up.

Use that, its a CS help as much as sales.

I found this is the best way of getting help. Especially as u can explain clearly and they write clearly AND u get to keep a copy of the chat, so no "he said, she said"!

Re: Difficulty in Getting any Customer Service

macblank — Tue, 16 Oct 2012 15:02:06 GMT

Ps... that's O2 online by the way.

Re: Difficulty in Getting any Customer Service

perksie — Tue, 16 Oct 2012 15:06:20 GMT

@macblank wrote:
Ps... that's O2 online by the way.

You have direct access to that from "Contact us" at the bottom of the page.

Re: can anyone tell me how to get an itemised bill?

Anonymous — Tue, 16 Oct 2012 20:52:35 GMT

@Anonymous wrote:
I recently bought a HTC One S and needed to order a Microsim. I made my way to the SIM order page but immediately found it confusing.

I am already with O2 (have been for nearly 10 years) so I clicked '>>I am already using an O2 SIM' - this brought up a pop-up that listed types of SIMs but no links to order one. I'm currently on Simplicity, so I called 2202 to talk to someone about Simplicity as it suggested. This number bombarded me with adverts for O2 services and didn't put me through to anyone. I closed the pop-up.

I then decided to try and use the order form pretending to be a new customer but fell at the first hurdle - 'What type of SIM - pay monthly or pay & go'. I'm currently paying monthly on a Simplicity plan - is that Pay Monthly or Pay & Go? I have no idea, so I couldn't use the order form.

After that I tried phoning O2 to speak to a person who might have some knowledge. I couldn't find any Pay Monthly numbers so I phoned the Pay & Go number, only to go round and round in circles of automated messages that didn't list the particular thing I wanted to talk about, had no option for 'other', and didn't put me through to a person after trying a few of the possibly irrelevant options.

Then I tried the live chat, which just hung and didn't put me through to anyone. I had to access it again from a different page, and got someone who eventually ordered me a microSIM but was a bit robotic and confusing.

O2 used to be so lovely and easy to get along with. I've been a massive O2 fangirl for years but it now seems impossible to speak to an advisor. I've stayed with O2 for so long solely because your customer service was always so good but it now seems much harder to just speak to someone and get an answer, and I think the website navigation and wording could be improved too.

Re: can anyone tell me how to get an itemised bill?

jonsie — Tue, 16 Oct 2012 20:59:10 GMT

When you say you are on a monthly plan, if you pay a bill you are a monthly contract customer. If the payment is taken from your credit then you are pay and go.

Call 202 if you are pay monthly and speak to customer service.

Re: can anyone tell me how to get an itemised bill?

perksie — Tue, 16 Oct 2012 21:17:39 GMT

What's the copy and paste about from pjack, was a question supposed to follow that?

Re: can anyone tell me how to get an itemised bill?

jonsie — Tue, 16 Oct 2012 21:23:35 GMT

I presume so thought I'd read it before somewhere

Re: Difficulty in Getting any Customer Service

Anonymous — Wed, 17 Oct 2012 12:04:31 GMT

Btw: Does anyone know a working email address for 02?

Re: Difficulty in Getting any Customer Service

perksie — Wed, 17 Oct 2012 12:14:46 GMT

@Anonymous wrote:
Btw: Does anyone know a working email address for 02?

You can email from here, there may be a size restriction though:

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

Your letter is a bit of a ramble, if you could précis it to the salient points that would make it easier to read and maybe get a better response.

I found it difficult with remarks like "the tone of the lady's voice", and "He doesn't mind but I do." etc.