topic Re: 24 HOURS in Discussions & Feedback

24 HOURS

Anonymous — Sun, 22 Nov 2015 00:32:26 GMT

I've just lost my phone and having called it, somebody picked up. This means that they may now be using my contract and Im not able to do anything about it because you dont have a 24 hour line. I want the handset block but that isn't happening right now, is it?

Re: 24 HOURS

Cleoriff — Sun, 22 Nov 2015 00:48:47 GMT

Hi @Anonymous We do have a 24 hr line...Look at this link and call the number shown. Stay on the line till the end of the ivr message and lost and stolen option will be available

http://www.o2.co.uk/help/phones-and-devices/lost-or-stolen-device#qs

*If you're a Pay Monthly customer, call us on:
0344 809 0202, or +44 344 809 0202 if you're abroad.

If you're a Pay & Go customer you'll need to call:
0344 809 0222 or +44 344 809 0222 if you're abroad.

Also complete this form

https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=lost_stolen&case=Lost/Stolen%20Form

Remember to also report the loss to the police. This will help in any insurance claim...

Re: 24 HOURS

jonsie — Sun, 22 Nov 2015 06:17:07 GMT

Hopefully you have now had the phone and account blocked now @Anonymous

Make sure you report the loss to the police too just on the off chance someone hands it in. You may also need a police reference number for any insurance claim, be it o2 insurance or home/bank account insurance.

Re: 24 HOURS

MI5 — Sun, 22 Nov 2015 11:33:26 GMT

What phone was it as most have an online facility to wipe them remotely or set a lock to prevent access to personal data.

Re: 24 HOURS

Bambino — Sun, 22 Nov 2015 12:06:35 GMT

Why isn't there a dedicated number in BIG BOLD PRINT for lost or stolen phones listed at the very top of the Help & Support page? These threads, of which there are all too many, wouldn't exist if there were.

Re: 24 HOURS

jonsie — Sun, 22 Nov 2015 12:08:43 GMT

^^^^^ this!

There should be a dedicated number or it should at least be one of the first options on the ivr.

Re: 24 HOURS

MI5 — Sun, 22 Nov 2015 12:10:25 GMT

@jonsie wrote:
^^^^^ this!
There should be a dedicated number or it should at least be one of the first options on the ivr.

as we have asked @Toby about on numerous occasions......?

Re: 24 HOURS

Anonymous — Sun, 22 Nov 2015 12:11:11 GMT

You will also be liable for any calls or texts made until you get the number barred

Re: 24 HOURS

Bambino — Sun, 22 Nov 2015 12:14:19 GMT

It's a question that needs to be kept asking. It's very likely that anyone phoning who has lost or had their phone stolen is in a panic about it. How are they supposed to know that they need to stay on the line and wait until the end of the message to be given the number to call? It's absurd.

Re: 24 HOURS

Anonymous — Sun, 22 Nov 2015 12:15:42 GMT

Id thought it'd be number one on the options or at least number 2

Re: 24 HOURS

MI5 — Sun, 22 Nov 2015 12:17:00 GMT

@Bambino wrote:
It's a question that needs to be kept asking. It's very likely that anyone phoning who has lost or had their phone stolen is in a panic about it. How are they supposed to know that they need to stay on the line and wait until the end of the message to be given the number to call? It's absurd.

Totally agree!

Re: 24 HOURS

jonsie — Sun, 22 Nov 2015 12:21:44 GMT

@Bambino wrote:
It's a question that needs to be kept asking. It's very likely that anyone phoning who has lost or had their phone stolen is in a panic about it. How are they supposed to know that they need to stay on the line and wait until the end of the message to be given the number to call? It's absurd.

If this has indeed been fed back as we have on numerous occasions then O2 need a severe kicking.lost or stolen issues are usually late night time or early morning when customer service is closed.

Re: 24 HOURS

Anonymous — Sun, 22 Nov 2015 20:56:08 GMT

When I phone my credit card company the first option is 'lost or stolen' - I'm amazed that O2 can't have the same system.

Re: 24 HOURS

MI5 — Sun, 22 Nov 2015 21:01:12 GMT

@Anonymous wrote:
When I phone my credit card company the first option is 'lost or stolen' - I'm amazed that O2 can't have the same system.

They "can" have the same system - it's just a case of someone "doing it" !!

Re: 24 HOURS

jonsie — Mon, 23 Nov 2015 08:42:48 GMT

Think I'll drop Ronan an email.....

Re: 24 HOURS

Toby — Mon, 23 Nov 2015 09:10:23 GMT

Hi guys,

I'll talk to the rest of the team about this. Even though it is on the IVR, do you all think it should be sooner in the recording? Or perhaps given its own line?

Re: 24 HOURS

Cleoriff — Mon, 23 Nov 2015 09:16:23 GMT

@Toby wrote:
Hi guys,

I'll talk to the rest of the team about this. Even though it is on the IVR, do you all think it should be sooner in the recording? Or perhaps given its own line?

I think it should be given it's own line. Then it would appear to customers that O2 is attaching a great deal of importance to lost and stolen phones. When you lose a phone you are in a panic and want immediate contact with someone....

Also the number should be given prominent display on the O2 website and forum

Re: 24 HOURS

jonsie — Mon, 23 Nov 2015 09:21:42 GMT

Definitely a separate number or the first option on the ivr.

Re: 24 HOURS

MI5 — Mon, 23 Nov 2015 09:46:09 GMT

I see no need for a different number.
90% of customers know 202 or 4445, just make it the first option on the IVR.

Re: 24 HOURS

Cleoriff — Mon, 23 Nov 2015 10:14:09 GMT

@MI5 wrote:
I see no need for a different number.
90% of customers know 202 or 4445, just make it the first option on theIVR.

Yes 90% of customers know the number....it's just a case of someone answering the phone (on those numbers) as a matter of urgency...

My banks all have a separate number for lost and stolen cards so I was working on that principle