topic o2 customer service in Discussions & Feedback

o2 customer service

Anonymous — Tue, 28 May 2013 11:14:49 GMT

Why is it impossible to contact anybody at o2, the last three times I have logged in, in an attempt to use the webchat service it states they are too busy. I am not in the UK so will not call them due to the cost. Is there an e-mail address that I can contact someone on, instead of the useless webchat?

Re: o2 customer service

MI5 — Tue, 28 May 2013 11:19:03 GMT

Free from your mobile "From abroad +44 844 809 0200 Free"

Re: o2 customer service

Anonymous — Tue, 28 May 2013 11:46:06 GMT

I wouldn't bother calling them - I've been on hold for 40 minutes and they hung up on me. Trying to cancel my contract. Will be quicker to just cancel my bank direct debit - they'll soon call me back if I do that!!!!

Re: o2 customer service

Anonymous — Tue, 28 May 2013 13:01:41 GMT

I could not agree more !!

I am now on my THIRD attempt to upgrade.

Today I spent 28mins waiting for someone to speak to. At the same time I opened a chat session and closed it when someone FINALLY answered the phone.

The email link they sent me to upgrade did not work and I am now back on the phone & in a chat session waiting AGAIN.

17 minutes so far !!!!!

O2 used to be really hot on customer service.

Sadly no more !!!!

Re: o2 customer service

Anonymous — Tue, 28 May 2013 13:06:21 GMT

22 minutes now !!

If BT are really busy they give you the option for them to call you back.

This is a JOKE !!!!

Re: o2 customer service

Anonymous — Tue, 28 May 2013 14:06:34 GMT

Sorry to disagree but twice in the last 3 days I have rung for help changing my router from ethernet to wireless and on both occasions got straignt through to very helpfull people.

Try 0800 0320202

Re: o2 customer service

Anonymous — Tue, 28 May 2013 15:55:00 GMT

People will experience differently levels of service.

It's a sad fact that Call-centres both Uk based and foreign based suffer from long waiting times and call drops.

My last companies call centres had the same issue.

I spend a few days helping out there.

The abuse these people take from frustrated people is horrendous.

The average a call centre operative lasted due to various reasons was 18 months.

Their was a LCD board constantly flashing statistics and if someone went offline for a toilet break etc the manager was on alert !

Patience certainly is a virtue.

Re: o2 customer service

Anonymous — Tue, 28 May 2013 15:55:16 GMT

Don't use chat for upgrades or accounts queries

Re: o2 customer service

Cleoriff — Tue, 28 May 2013 16:07:32 GMT

I have to agree with Gazza on this one. As I posted this morning, I got through at 8.20am and the whole experience from start to finish took 3 minutes. I was more than happy with the speed and the very polite guy on the end of the phone.

Re: o2 customer service

Anonymous — Wed, 29 May 2013 07:12:01 GMT

O2 Customer Service Number is

0800 230 0202

Re: o2 customer service

perksie — Wed, 29 May 2013 13:47:36 GMT

@Anonymous wrote:
O2 Customer Service Number is

0800 230 0202

Not from abroad it isn't, the correct number has been given above.

Re: o2 customer service

Bambino — Wed, 29 May 2013 13:53:13 GMT

@Anonymous wrote:
I wouldn't bother calling them - I've been on hold for 40 minutes and they hung up on me. Trying to cancel my contract. Will be quicker to just cancel my bank direct debit - they'll soon call me back if I do that!!!!

No, they won't call you back if you do that, but they'll soon put a negative marker on your credit rating if you cancel your direct debit and don't pay your bill.

Re: o2 customer service

Anonymous — Wed, 29 May 2013 15:09:18 GMT

You'll then have a bad record for six years I think which will make things difficult if you want credit

Re: o2 customer service

MI5 — Wed, 29 May 2013 16:15:10 GMT

@perksie wrote:
@Anonymous wrote:
O2 Customer Service Number is

0800 230 0202
Not from abroad it isn't, the correct number has been given above.

Its also the broadband phone number

Re: o2 customer service

Anonymous — Wed, 29 May 2013 17:08:43 GMT

Still no email address though?

Re: o2 customer service

MI5 — Wed, 29 May 2013 19:26:21 GMT

@Anonymous wrote:
Still no email address though?

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

Re: o2 customer service

Anonymous — Thu, 30 May 2013 04:46:40 GMT

I would just like to add that o2 in my experience at one store have the worst customer service ever! I have had an on going re accuring problem with my samsung galaxy s3 now for nearly six months, it has been back for so called repair more times than I can count but o2 refuse to replace my phone on the grounds that they would lose money. If I bought my phone on contract yes they would have replaced it as you spend more for the phone but because I paid outright for my phone they would potentially lose out on a sale so on that grounds will not replace my phone under any cercumstanses. All the so called o2 guru's never have a clue about anything to do with phones in the store either...... The store in question is at the Eastbourne arndale center in East Sussex UK, my advice..... o2 has a brilliant network but lousy customer service.... well maybe it is just that store but as for recommending o2.... well I think it is time I changed to another network, I think after 16 years as a loyal customer means nothing.

Re: o2 customer service

Anonymous — Thu, 30 May 2013 05:35:19 GMT

Stepnage ,

It's mostly always been the same story when it comes to replacing hardware with Network Shops.

Staff batten down the hatches and start quoting repairs.

How many times has it been sent off for repair ? And do you hold any documentation on the repairs.

If so start looking at the Sales of Goods Act and make an appointment with your local CAB Office.

Go and make an appointment with the 02 Store manager to further discuss the situation ,and in a calm manner talk about escalating this to the small claims courts ,and ask for 02's CEO details.

Obviously fill in their complaints online form if you've not done so already before doing any of this and wait for a reply.

Look for Samsung's Home Page to find links to further your complaint.

These are the avenues I would go down if my expensive smartphone had software or hardware failures.

I know your angry and vexed at 02 but try to keep the situation between handset issues and network usage separate. It's no good leaving 02 in anger to move to a possible weaker network in your area !

This is one of the reasons why I continue to choose Apple. They don't run away from handset problems, they embrace them.

And yes your quite right - Loyalty does not stand you in good stead for anything.

Good luck.

Re: o2 customer service

Anonymous — Thu, 30 May 2013 21:43:57 GMT

Many thanks for the reply, I have tried contacting customer support and they have said the same thing, I have now taken the phone back to O2 again and they have yet again sent it off to repair. In the meantime I have contacted samsung about the issue and they are looking into it and have contacted O2 head office. Looking through the terms of service on the O2 website this issue should have been resolved a long time ago by replaceing the handset. The store are as you say battening down the hatches as my warranty is due to expire in a few months. The phone has gone for repair four times now and this is the last. I have nothing against the network usage I love it they are the best network and would recommend them to anyone. What spoils the network is the majority or my store inparticulour the complete lack of customer service. As you say a plus one for apply. I have nothing against samsung either, they have been great so far Can't help getting a faulty handset it could have happened to anyone.

Re: o2 customer service

Anonymous — Thu, 30 May 2013 22:02:05 GMT

If its the 4th time, they are definitely suppose to give you a replacement