topic Re: What is the e-mail address to contact O2 Customer Service? in Discussions & Feedback

What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 03:25:10 GMT

Hello fellow O2 users.

I have searched this entire site and I can't seem to find any e-mail address to contact Customer Services.

If anybody has the e-mail address, would you be so kind as to post it in your reply? I have great difficulty in written communication (Thank you Dyslexia), and these words are spoken and then lifted into and from the Read and Write software I use. The downside makes communicating in real time with a live person on the other end of a chat session a very daunting idea, and an agent waiting for my very slow reply to each question would be waiting an unfair amount of time, and would more than likely either cut me off or want to call me instead. The problem with that is if I'm given instructions to follow, I can't write them down! (Again, thank you Dyslexia)

My first and only attempt with LivePerson back-end software was a failed attempt with our Gas provider which lasted over 1 hour, and was excruciating for me, and more than likely for the person one the other side too. It's much easier for me to compose things in my own time so I can read it back. If anyone out there also suffers from Dyslexia, I could not recommend Read & Write software highly enough. It's a gift to anyone who sees some words upside-down, back-to-front, letters the wrong way around and so on.

Thank you in advance to anyone who can help.

Alan.

Re: What is the e-mail address to contact O2 Customer Service?

jonsie — Sun, 25 Jan 2015 05:00:57 GMT

Hi @Anonymous

Unfortunately O2 withdrew email support quite some time ago which beggars belief from a communications company. The only ways of communicating with customer service are via the Contact us link.

Perhaps one of the admin team @Toby @Marjo @Anonymous can possibly assist in finding an adviser able to email you. I've tagged them so one of them will hopefully respond.

Is there anything we on the community can help with?

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 05:34:52 GMT

Thank you for your prompt reply jonsie.

I am stunned to hear that e-mail support is no more. I thought e-mail was the preferred way to resolve customer queries but it looks like I'm wrong!

The issue seems to be that I have "used all (my) UK data this month". This seems to be having an impact on my ability to send regular text messages below 160 characters as well. Are text messages now classed as "data"? They DO send when I am connected to a WI-FI network, and I assume they are being sent via my WI-FI as opposed to my connections to either the E, 3G or 4G O2 networks?

Since receiving this warning, all text messages are being returned as "Not Delivered" in red writing. Every single one. Regardless of the number. As soon as I turn on my WI-FI and tap the ! symbol in a red circle, they are sent immediately, without any of them bouncing back. It would seem, therefore, that I cannot send text messages over the O2 network until my new allowance starts on 28th of this month? Have I understood things correctly, or could there be a problem with my phone, or connection, or SIM card, etc.?

Again, thank you for any and all replies.

Alan.

Re: What is the e-mail address to contact O2 Customer Service?

jonsie — Sun, 25 Jan 2015 05:56:09 GMT

You don't need data to send text messages, they go via the cellular network.

It does sound however that all your texts are being sent as imessages which can be sent via wifi or your data allowance. Try toggling off imessage in the settings, reboot the phone and see if you can send a normal text.

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 06:48:53 GMT

Hello again jonsie.

Thank you for your suggestion, but iMessage was already turned off, and has been since I got it. It was one of the first things I did when I took it out of the box, and I did it on advice from a friend.

Do you think that an actual O2 staff member will see this thread and will offer possible solutions or are these forums just for O2 customers to chat amongst themselves and share experiences and expertise?

Once again, I am very grateful to you for your time and for sharing your knowledge and tips.

Alan.

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 07:14:47 GMT

Are you adding anything to the text message that maybe making it a MMS message which needs data connection to send.

O2 help : http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mobile%29,CASE=52295

Help http://community.o2.co.uk/t5/Other-Products-Services/Accidental-MMS-Sending-and-How-to-Avoid-it/td-p/689503

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 08:06:38 GMT

No. I've just finished a chat session with someone from O2, and apparently there is a problem in my area that is causing this. I was told that engineers are working on it right now, although I'm not sure I believe that. 8am on a Sunday morning?

I was told to go and download an app called TU Go, and this will be the workaround that I will have to use, even though I've no data until the 28th again.

I hope this never happens again. I could fill this space with my opinion of the person I just dealt with, but since they aren't here to defend themselves, I'll just park it there, and hope that the problem gets sorted soon.

Thanks so much again to any and all out there who offered help, advice, tips, etc. I appreciate it all.

Alan.

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 08:32:43 GMT

You can also check yourself via inputting your postcode here too -> http://status.o2.co.uk

You can also ask customers services to text / email you to keep you in the loop on how repairs / updates of your mast are going.

TuGo works off Wifi http://www.o2.co.uk/apps/tu-go and is for Contract and Business Customers only.

Re: What is the e-mail address to contact O2 Customer Service?

jonsie — Sun, 25 Jan 2015 08:33:30 GMT

Check your postcode here http://status.o2.co.uk/

Re: What is the e-mail address to contact O2 Customer Service?

Cleoriff — Sun, 25 Jan 2015 08:46:54 GMT

Hi @Anonymous

Welcome to the forum. Thank you for posting your articulate comments on the service (or lack of it)

.Until you made mention of this, I have to admit I had not given much thought of how difficult it would be for someone with dyslexia to deal with Live Chat. Even more frustrating if they are unable to give you much help!

I hope you get sorted soon.

Slightly off topic ...I want to thank you for the information on the Read and Write software you use. I will be looking at this for a couple of my friends who are dyslexic. It will be so beneficial to them :smileywink:.

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 08:50:01 GMT

VERY interesting link.

The customer service agent said (from the transcript): "I have check that there is a problem in sending and receiving the text. Our engineer are looking to this problem".

However, when I type in my post code, I get hits back from England, and I'm in Belfast, Ireland! Around 100 miles to the nearest publicised known problem. That status.o2.co.uk doesn't seem to be too reliable if it's giving me reports on a different island 100 miles away from the post code I entered!

Anyway, under protest, I downloaded TU Go, as advised by the person who chatted with me. I told them that this was a workaround and not a solution. I can't see any indication of any problems on status.o2.co.uk and.. well... ever get the feeling that you're being fobbed off? Not asked to do any tests, confirm settings, kiss my cheeks, nothing - just the above line directly from the chat transcript.

Disappointed? ✓

Unhappy? ✓

Feel as if I've been lied to? ✓

Likely to recommend O2's customer service? ✗

Thanks one more time to everyone who took an interest in this.

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 08:57:15 GMT

The link should show the status for your area.

This link shows where base stations are http://sitefinder.ofcom.org.uk/search

Re: What is the e-mail address to contact O2 Customer Service?

Anonymous — Sun, 25 Jan 2015 09:55:53 GMT

hi @Anonymous

There is a reported National issue with sms since yesterday and will be fixed any moment. hope this helps

Re: What is the e-mail address to contact O2 Customer Service?

Hazelnut — Tue, 16 Nov 2021 12:12:42 GMT

Have just spent 30 minutes trying to speak to a human being but keep getting sent around in circles by the robotic live chat that endlessly keeps asking me to rephrase my question. A rotten service and I am considering leaving O2 excuse of it.

Re: What is the e-mail address to contact O2 Customer Service?

Cleoriff — Tue, 16 Nov 2021 12:31:43 GMT

@Hazelnut

No email I'm afraid.

However you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG) , they should be able to help.

Re: What is the e-mail address to contact O2 Customer Service?

Donna101 — Tue, 17 Jan 2023 22:37:27 GMT

%20complaintreviewservice@o2.com

That is the only email they have as far as I can tell.

Re: What is the e-mail address to contact O2 Customer Service?

Cleoriff — Wed, 18 Jan 2023 08:01:05 GMT

@Donna101

That's just the email for contacting O2 if making a complaint.

No point using it for anything else. The answer I gave before your post still stands. 😉

Re: What is the e-mail address to contact O2 Customer Service?

Gertie7 — Mon, 08 Jan 2024 10:01:51 GMT

I had a 0 price cap put on my account (at O2's suggestion) a few months ago and have been assured, both verbally and by email, and that I will face NO more extra charges. Ever since then they have regularly charged me an extra £3.60 every month, even though they originally said that this was incorrect. I have ried endless times to get an explanation as to what EXACTLY this charge is for, but to no avail and they just keep on taking the money. IT SAUS "McAfee" which I know to be a cyber-security firm, but this leaves me no clearer. All their answers are in techno-speak. I wrote a long official letter of complaint to their HQ with copies of all the emails which told me that there would be no extra charge (11 enclosures in all). That was on 20th November and I have heard nothing since.

Re: What is the e-mail address to contact O2 Customer Service?

Oxonian — Mon, 08 Jan 2024 18:59:41 GMT

@Gertie7

You have tagged this onto the end of a very old and lengthy conversation and your question is completely unrelated to the original subject-matter.

I believe that you would have got a quick response if you had posted your question as the start of a brand new thread using the "Start a conversation" button on the community homepage.

Official complaints are typically taking about eight weeks to deal with so your complaint of 20 November 2023 will probably be responded to in the next two or three weeks.

Re: What is the e-mail address to contact O2 Customer Service?

Pittymrs — Thu, 28 Mar 2024 14:15:02 GMT

I could not agree more and it is true that having NO connectivity to engage in any voice calls I have to rely on texts and I can honestly say that I have NEVER BEFORE ENCOUNTERED SO MANY SCAM TELEPHONE CALLS....JUST AS WELL THERE IS NOT A STRONG ENOUGH SIGNAL WHERE I LIVE TO ANSWER THESE SCAM CALLS....I PAY FOR A SERVICE WHICH I DO NOT GET ESPECIALY WHEN THE WEATHER IS WET....THE ONLY THING I CAN DO IS ON WHATSAPP SO IF THEY CAN DO IT WHY ARE 02 SO UTTERLY USELESS.....TODAY AGAIN WEATHER IS WET SO NOT EVEN A FULL ONE BAR !!!! GREAT VALUE FOR MONEY ....NO WAY!!!!