topic Re: Poor live chat re contract experience in Discussions & Feedback

Poor live chat re contract experience

Matt-edwards — Sat, 04 Feb 2017 22:52:39 GMT

Hi I'm not usually one to make complaints, but my experience tonight while trying to upgrade through live chat was one of the most shocking I've ever had with o2.

Now to start let me make it clear I have used live chat on many occasions, and have always found it helpful. And the operators polite and professional.

To keep the story short I asked about an upgrade to one of my lines. I mentioned I had found a deal that was just £5 a month cheaper with carphone warehouse on o2, he said he couldn't match it so to take a new contract with them and get my number switched over. When I asked if I could just upgrade through carphone warehouse I was told no, it had to be a new contract.

So having been told I needed a new contract I decided I could get a much better deal for the phone I wanted with a different network, so I asked for my number to be cancelled. During our chat I asked 5 times for it to be cancelled and and kept getting replies side stepping the request. I was even given the phone numbers and postal address to cancel but the agent would not cancel.

So after 45 minutes from initially starting the chat and repeated requests to end my contract I gave up. I will just phone up tomorrow and get it cancelled but just wanted to vent and share my issues with o2 customer services.

I think after today's experience I will be very tempted to move my 5 numbers to a different network as they come to an end over the next couple of months.

Re: Poor live chat re contract experience

MI5 — Sat, 04 Feb 2017 23:02:21 GMT

I'm not even sure you can cancel through live chat, can you?
We have a cancelling help thread here anyway https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/highlight/true#M56526

Re: Poor live chat re contract experience

Cleoriff — Sat, 04 Feb 2017 23:08:25 GMT

In fairness to the live chat operative they can't cancel your contract.(Unless this is another change we haven't been informed of) Though why he didn't tell you that I have absolutely no idea. You have to follow the cancellation process in the guide posted above.

Re: Poor live chat re contract experience

MI5 — Sat, 04 Feb 2017 23:20:38 GMT

Yeah, I didn't think you could, but better communication would have saved the frustration.

Re: Poor live chat re contract experience

Matt-edwards — Sat, 04 Feb 2017 23:31:34 GMT

Hi thanks for the link regarding cancelling, is it new that you can't cancel on live chat? As I have personally done it before. Last time I was told it would cost x amount for the notice period or change it to pay as you go which would be free. i opted for the pay as you go option, and received a new SIM and letter saying it had been switched. And my payments ended.

Re: Poor live chat re contract experience

Anonymous — Sat, 04 Feb 2017 23:34:42 GMT

I thought you couldn't cancel via live chat? I thought it had to be done by calling or writing

Re: Poor live chat re contract experience

Cleoriff — Sat, 04 Feb 2017 23:36:58 GMT

@Matt-edwards. If you can cancel via live chat it is something we are unaware of. That cancellation thread was written some time ago but we have never advised anyone to use live chat to cancel I personally didn't think it was possible. Normally you have to give 30 days notice and pay off outstanding balance if any remains on your account.. All has to be done via customer services?

Re: Poor live chat re contract experience

MI5 — Sat, 04 Feb 2017 23:38:20 GMT

As far as I know, many have tried via live chat and failed.

Re: Poor live chat re contract experience

Cleoriff — Sat, 04 Feb 2017 23:43:43 GMT

Having just checked O2's official guide... it does show the contact us link...which then takes you to CS via phone AND Live chat http://www.o2.co.uk/help/account-and-billing/leaving-o2

So if live chat are able to cancel contracts this is something we need clarification on @Toby?

(and the community guide will need updating...)

Re: Poor live chat re contract experience

MI5 — Sat, 04 Feb 2017 23:47:23 GMT

If I was cancelling via live chat I would just request my PAC, which they can give you, then when I used the PAC my contract would cancel immediately anyway.

Re: Poor live chat re contract experience

Cleoriff — Sun, 05 Feb 2017 00:35:47 GMT

@MI5 wrote:
If I was cancelling via live chat I would just request my PAC, which they can give you, then when I used the PAC my contract would cancel immediately anyway.

Though @Matt-edwards said he took the option of switching to PAYG....all done via live chat.

Fact is .....whatever folk can do, I never realised using live chat was an option to be used regarding cancelling contract. If it is, then it needs to be added to the Community guide (which was initially produced in 2013)

Re: Poor live chat re contract experience

MI5 — Sun, 05 Feb 2017 00:42:11 GMT

Yeah, but I still wouldn't advise it....

Re: Poor live chat re contract experience

Anonymous — Sun, 05 Feb 2017 10:51:56 GMT

Me either. Might end up opening a can of worms that you don't want

Re: Poor live chat re contract experience

Cleoriff — Sun, 05 Feb 2017 11:43:24 GMT

Not sure I would 'advise' it.....but if it's an option we should be told and it added to the guide.

Let's face it ...most of us know when to say 'I would ring someone as opposed to using live chat'.

Re: Poor live chat re contract experience

MI5 — Sun, 05 Feb 2017 11:47:53 GMT

As long as it says "unadvisable" after it

Re: Poor live chat re contract experience

adamtemp64 — Sun, 05 Feb 2017 11:53:37 GMT

the T&C still state on the phone and in writing no mention of live chat yet still mention by email in 19.2 @Toby for clarification please and feeding back that there is no email option for contacting customer services

19 Notices

19.1 If you want to end the Agreement for any of the reasons described in paragraph 8.2 or 8.4 (b), (c) and (d), you must call customer service and give us Notice of at least 30 days. If you want to end the Agreement under paragraph 8.4(a) you must give us written notice of at least 7 days.
19.2 Any other type of notice related to this Agreement must be:
(a) by you in writing and delivered by email, by hand or sent by pre-paid post, to us at the address on your bill or be delivered through the 'Contact Us' section of our Website. You'll need to tell us your full name, address, account number and Mobile Phone number when sending notice through the 'Contact Us' section of the Website; and/or
(b) by us in writing by post or email to you at the most recent address you've given us (and you must keep us updated if your details change), or by SMS, MyO2 or bill communication, Website notification or other method of written notification which we may reasonably use to communicate with you."

Re: Poor live chat re contract experience

Cleoriff — Sun, 05 Feb 2017 12:09:13 GMT

@adamtemp64I know your knowledge of T&C's is better than most :smileywink:...but not everyone will examine those in detail. My only issue is with the information given in the Leaving O2 link

http://www.o2.co.uk/help/account-and-billing/leaving-o2

If you click on that link it takes you to all contact areas...Live chat included. Now @Matt-edwards stated he had cancelled his contract via live chat. All I am doing is seeking clarification from @Toby

Re: Poor live chat re contract experience

jonsie — Sun, 05 Feb 2017 12:09:49 GMT

It was only recently that someone trying to cancel on live chat was told to call 202 by them. As said there is no way that presently I would trust live chat to close an account unless you get through to a UK adviser.

Re: Poor live chat re contract experience

Cleoriff — Sun, 05 Feb 2017 12:13:12 GMT

@jonsie wrote:
It was only recently that someone trying to cancel on live chat was told to call 202 by them. As said there is no way that presently I would trust live chat to close an account unless you get through to a UK adviser.

Neither would I...However if CALLING is the only option then the contact us link in the 'Leaving O2' article needs amending to state this?? I am not being pedantic. I am asking for clear guidance! .

Re: Poor live chat re contract experience

jonsie — Sun, 05 Feb 2017 12:21:04 GMT

I couldn't agree more @Cleoriff but despite continual feedback the o2 website is out of date in so many ways. Even clarification for us won't stop customers following O2's own support pages until they are updated.