topic Re: Trying to get through to O2 in Discussions & Feedback

Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 14:33:44 GMT

Why is O2 just total crap 5 times now at 15 minutes trying to get to talk to someone to cancel

this dreaded contract.

Re: Trying to get through to O2

MI5 — Mon, 10 Aug 2015 14:38:45 GMT

Dial 202, then option 2 and option zero.

Re: Trying to get through to O2

gindygoo — Mon, 10 Aug 2015 14:38:57 GMT

Hi there,

Be persistent as calling the cs team is the only way to cancel.

It's best to try first thing 08:30 in the morning as they're least busy at this time.

Sorry to see you leave though, is there anything we can help with?

Charlie.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 14:39:12 GMT

You can only persist until you speak to an advisor, it's the only way I'm afraid, the best time to call is around 8am

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 14:53:22 GMT

This is bad. My contract has ended and I've tried a few evenings to call in but nobody answers and then they're shut.

I have a day off today and have been trying for 45 minutes and just keep getting cut off after 10-15 minutes.

I was ringing to go through the upgrade, but I'll ring to leave now.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 14:56:15 GMT

used to get great service from o2 but really shocking at the moment! constantly trying to get through with no answer then when i do i need transfering

been with them 15 years! maybe time to try someone new :s

Re: Trying to get through to O2

MI5 — Mon, 10 Aug 2015 15:13:17 GMT

Good luck. They are all as bad as each other

Re: Trying to get through to O2

Toby — Mon, 10 Aug 2015 15:15:18 GMT

Hi guys,

Sorry to hear that some of you have been struggling recently! If you do not mind, could you please post the rough time that you trued to get in contact, as well as the type of customer service it was? I'll then feed this back to the rest of team to see if things can be improved.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:21:32 GMT

Tell me about it!! Been trying for ages...
Renewed my contract with O2, BIG mistake......

Because I was "1 day" over 14 days (which I didn't know about - expected the standard 30 day cooling off period)
It seems I'm now stuck with a totally useless contract with an even more hopeless and uncommunicative company who couldn't care less for their customers any more.
O2 used to be the best.

I can get phone calls, but texts - they are taking at least a day to come through, some much longer!
As for the "mobile" internet/data that I PAY for and cannot connect to (it seems anywhere), I've been told to use my wifi........ gobsmacked......

I wish they would at least offer to cut the monthly costs in half until they can provide the service I'm paying for - as there are several masts in the area that I live, which simply do not work and haven't done for weeks.

So fed up - if I could change providers right now, I would...... really want to cancel this useless contract.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:27:33 GMT

Paulb79 - Oh I'd definitely try someone new

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:29:46 GMT

There is no standard 30 days cooling off. They would have told you at your renewal about the cooling off period

Also if you know the masts aren't working then that's not grounds for cancellation as it's not O2 fault, you aren't guaranteed 100% coverage all the time, it's in the t&c that you agreed too.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:33:06 GMT

I know that now, but it was NOT mentioned when I renewed the phone contract, otherwise I would have gone before.
With most products you buy, you do often have 30 days to return them if they are not fit for purpose.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:40:16 GMT

I know the masts aren't working NOW as they told me in the shop yesterday, I'm not here to get into an argument with you lovemyphone as you really aren't helpful, just stating that I'm not getting what I'm paying for from O2!
The fact that the masts are not working is down to O2 to fix.
I'm not expecting 100% all of the time, I'm not getting anything at any time at all - do you not get that??

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:41:26 GMT

If you feel that strongly then complain

http://www.o2.co.uk/how-to-complain

I highly suspect that you will have to pay off the device plan if your on refresh to leave or if you are on a standard tariff(the ones you get from CPW) you would have to pay off any remaining fees.

If you wish to take your number with you then ask for your PAC, it will then generate a final bill & the code is valid for 30 days

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 15:43:41 GMT

I'm sorry you don't think im helpful, I'm just trying to help with knowledge, facts & solutions, O2 will not give you a time frame as it all depends on engineers, access to land, spare parts etc

Re: Trying to get through to O2

torbayman — Mon, 10 Aug 2015 16:21:19 GMT

I agree absolute rubbish at trying to get through.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 16:37:46 GMT

I know exactly what you mean. It's a joke. I tried to get hold of o2 online last night and it just says gurus are constantly offline or too busy. I tweeted O2 who just referred me back to the contact page, I am currently on hold in a queue and have been for 8 minutes listening to AWFUL music.

All i need is information on what i can do about getting my phone repaired as it's had accidental damage, I'm insured but I obviously need to contact customer services to discuss, who apparently aren't available, ever.

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 17:21:11 GMT

Just got through to O2....... [picks self up from floor] and they were quite helpful, passing me back to where I got the phone from (CPW) who had sent me to O2 in the first place....

You can see a pattern forming here can't you

Why is Good Customer Service SO HARD to get these days???

I still haven't had the problem resolved either!

Re: Trying to get through to O2

Anonymous — Mon, 10 Aug 2015 17:25:30 GMT

Absolutely useless, a customer of 4 years. No online chat help and endless queueing to talk to an advisor - i'm getting out of this

Re: Trying to get through to O2

MI5 — Mon, 10 Aug 2015 17:25:57 GMT

What exactly is the problem?