topic o2 Customer Service in Discussions & Feedback

o2 Customer Service

Glory1 — Sun, 11 Sep 2016 13:54:43 GMT

I have a question concerning CS which I would be grateful if anyone could answer. When I contact CS an automated system asks me questions : what am I ringing about, my account password, is the query regarding the phone I am ringing on. Fine no problem. But then when I get through to a live person they respond with their name and "Hello how can I help you today?" And if it's a query to do with my account, ie the Note7 upgrade/pre-order they ask for my account password. My question is why do I have to provide the same information twice? Surely the "automated questions" are there to diect the call to the appropriate person who can then deal with your query or problem without the need for you to repeat that query or problem; not to mention your account password. Is this me being awkward?

Re: o2 Customer Service

MI5 — Sun, 11 Sep 2016 13:58:25 GMT

O2 systems don't work.
Never have and most likely never will.
The other problem is that your expectations are too high

Re: o2 Customer Service

jonsie — Sun, 11 Sep 2016 14:02:32 GMT

Most times I call, I am only asked to input my number and whether I'm calling about the number I'm on. Never been asked for a password until I get through to an adviser. Maybe it's a new thing but at least they are taking security seriously.

Re: o2 Customer Service

Anonymous — Sun, 11 Sep 2016 14:03:49 GMT

Any time I call I don't usually have to give my password until I speak to a human

Re: o2 Customer Service

Beenherebefore — Sun, 11 Sep 2016 14:05:30 GMT

You should think yourself lucky that the system doesn't send you around in circles........aahh, wait....

Re: o2 Customer Service

Anonymous — Sun, 11 Sep 2016 14:07:46 GMT

I thought that was live chat that send you in circles

Re: o2 Customer Service

Glory1 — Sun, 11 Sep 2016 14:32:30 GMT

@MI5 clearly my expectations r too high - I expect an automated system 2 work. Silly me 😅.

@jonsie I have no problem with them taking security seriously. But surely this can be done without you having to repeat yourself. I mean it's not likely I'm gonna give 1 p/w to the automated system then give another to a live person. If it's a fraud check in case my phone is stolen y would a thief ring CS in the 1st place? Or am I being silly n missing something glaringly obvious.

@Anonymous ok ur lucky n clearly there must b something hinky about me or my voice 😅 N from other posts I've read I will never use live chat

@Beenherebefore what can I say you sum it up nicely 😃

Re: o2 Customer Service

Anonymous — Sun, 11 Sep 2016 14:52:40 GMT

@Glory1 It may also depend on the advisor you get as they all do the same thing but you can get some good ones & some not so good

Re: o2 Customer Service

Glory1 — Sun, 11 Sep 2016 15:13:48 GMT

@Anonymous too true. But the majority of my advisors have been excellent: answered my questions and assisted where I had a problem or put me through to a man who could. But it has always been the same with the automated questions and the human - I have to repeat myself. And I'm talking years here not just the last month or so. So frustrating and unnecessary. Or again maybe it's just me and I'm being awkward. Well what can I say awkward is my middle name! 😉