topic Live Chat is Awful!! in Discussions & Feedback

Live Chat is Awful!!

Anonymous — Tue, 11 Jul 2017 12:01:30 GMT

Really ironic that a communications company cannot deliver a live chat service. Classic under resourcing for profit... can wait to change supplier.

Re: Live Chat is Awful!!

Anonymous — Tue, 11 Jul 2017 12:15:15 GMT

O2 do offer a live chat service.

At peak times you might struggle to reach someone but its certainly there

Re: Live Chat is Awful!!

MI5 — Tue, 11 Jul 2017 12:20:52 GMT

Alternative forms of contact here
http://www.o2.co.uk/contactus

Re: Live Chat is Awful!!

Anonymous — Tue, 11 Jul 2017 13:59:54 GMT

Live chat is well known for not being helpful

Re: Live Chat is Awful!!

Wa10 — Tue, 11 Jul 2017 14:20:32 GMT

Sorry to hear you've had a poor experience @Anonymous.

I think sometimes it does depend on the nature/complexity of the query (although this clearly shouldn't be the case!), as there are very mixed reports - some give feedback similar to your own, others glowing praise.

It's perhaps worth noting that there are now dedicated teams from some specialised departments, so depending on the query you should find yourself speaking to a subject matter expert. For example, Payment Management (for debt issues) and Retentions/Recontracts for upgrades and cancellations.

Incidentally, what was the query you were trying to resolve? If not account specific, perhaps we may be able to help?

Re: Live Chat is Awful!!

Eklevaya — Tue, 11 Jul 2017 16:58:49 GMT

absolutely agree !!

For a tech - communication company - poor performance !!

Live chat in my experience has not been helpful in almost 50 % of cases, mostly a diplomatic reply is what you might get ( scripted only response )

Eklevaya