topic Re: Please call me immediately! in Discussions & Feedback

Please call me immediately!

Anonymous — Wed, 09 Aug 2017 08:55:25 GMT

Date: 9 August 2017

Good morning,
You have shut down your email support service and after 15 minutes no advisor is available so this appears to be the only way I can communicate with you given that you have cut me off.
My name is Liam Gardner. You cut off my phone last night, this was after me calling you as requested yesterday morning to discuss my account. The lady I spoke with assured me no further payment is required at present and that the balance of £20odd is due to come out today and I would not be cut off my complaint was to be escalated.
I landed in Paphos last Wednesday and was greeted with an o2 message informing me all my calls, texts and data would come out my normal uk allowance which is unlimited, unlimited with 10 gig of data. 4 days into the holiday you advise me a payment of £232 was required immediately to keep using the phone which was the reason for my call to you yesterday when I was told not to worry.
This matter was raised to an investigations team and I was given reference number. I have been informed a member of your staff will call me within 5 working days.
I'm extremely alarmed here as my partner (who suffers from severe stress and anxiety) and daughter are flying out to meet me in Cyprus this morning and I have no way of communicating with them.
I arrived in Cyprus last Wednesday and have been communicating with them on a regular basis to try and put them at ease as my partner has not flown in over 10 years and this is to be her daughters first ever flight on an aeroplane. This is now causing me major upset as at this moment in time as I don't know where they are and I know they will be worried as they have not heard from me. They need my reassurance which I cannot provide due to this ordeal.

I have been a loyal customer with you for years and this is how you are treating me?!
Absolutely appalled at this. I expect an email or a phone call from you in the next hour as their flight from Edinburgh to Paphos departs at 09:30 GMT.

Regards

Re: Please call me immediately!

MI5 — Wed, 09 Aug 2017 07:52:52 GMT

No one here will call you mate.
This is a customer run forum not customer service.

Re: Please call me immediately!

Cleoriff — Wed, 09 Aug 2017 07:58:01 GMT

@Anonymousyou need to call via landline or use live chat numbers in this link https://www.o2.co.uk/contactus

Re: Please call me immediately!

Anonymous — Wed, 09 Aug 2017 07:58:03 GMT

You must let them have a sufficient amount of time to actually deal with your issue. If the payment isn't paid or your complaint upheld then they may cut your phone off completely

Re: Please call me immediately!

Wa10 — Wed, 09 Aug 2017 07:58:09 GMT

Sorry to hear about your difficult situation @Anonymous, it sounds like a right mess! 😞

@MI5 is right however, there's no facility for anybody from here to call you unfortunately - and in any event if your line is restricted then you may not be able to receive calls either.

As you've indicated you're abroad currently, your best bet is probably to use another phone to call +44 344 809 0202 where one of the team will hopefully be able to get it sorted out for you. Alternatively, if you don't currently have access to another phone, you can use Web Chat to speak to one of the team. Full contact options available here https://www.o2.co.uk/contactus

Hope you manage to get it sorted! As it sounds like the payment issue is causing the problem, you've probably better of asking to be put through to the Payment Management team when you get in touch, as they will likely be best placed to help.

Re: Please call me immediately!

Anonymous — Wed, 09 Aug 2017 08:01:23 GMT

I wouldn't rely on live chat to help with account issues

Re: Please call me immediately!

adamtemp64 — Wed, 09 Aug 2017 08:01:43 GMT

And here we go again Cyprus !!! and a users with the higher non eu data cap (at a guess).

@Anonymouswhilst on the island did you go to any areas close to the North Cyprus border? I fear a case of inadvertent roaming has occurred

Re: Please call me immediately!

Cleoriff — Wed, 09 Aug 2017 08:09:28 GMT

Whatever the reason the op @Anonymous is in great difficulty. All numbers, even those from abroad, are given in the contact us link I gave above...

Re: Please call me immediately!

MI5 — Wed, 09 Aug 2017 08:15:45 GMT

Maybe the hotel reception desk will let you use their phone to call?

Re: Please call me immediately!

adamtemp64 — Wed, 09 Aug 2017 08:23:47 GMT

@Anonymous can you access myo2 from a computer to check the actual charges but as others have said you need to contact o2 by the only available means even if that is live chat if no access to another o2 pay monthly handset to call again. If you use live chat follow the advioce of @Wa10 and ensure you are put through to the correct tean

Re: Please call me immediately!

jonsie — Wed, 09 Aug 2017 10:08:52 GMT

It does sound like a case of inadvertently latching onto a Turkish network. Once you get this sorted you need to select a Cypriot network manually instead of leaving network selection as automatic.
I do hope all goes well for your family.

Re: Please call me immediately!

adamtemp64 — Wed, 09 Aug 2017 10:16:51 GMT

@jonsie if turkish it would be 3.99 a day unfortunaly north cyprus says normal rates not o2 travel rates

Re: Please call me immediately!

jonsie — Wed, 09 Aug 2017 10:18:19 GMT

Ah ok, thanks for that ☺️

Re: Please call me immediately!

Marjo — Thu, 10 Aug 2017 08:58:44 GMT

Hi @Anonymous welcome to our forum. Sorry to hear about your experience while travelling abroad!! Did you manage to get in touch with customer service in the end?