topic Re: Waiting for O2 to answer for 22 minutes and counting in Off-Topic

Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:05:27 GMT

Is it acceptable to be holding on for 22 minutes?

Re: Waiting for O2 to answer for 22 minutes and counting

MI5 — Mon, 17 Nov 2014 10:07:32 GMT

Acceptable = No
Normal = Yes 😞

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:12:30 GMT

Some people wait much longer.
Anything we can help with?

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:13:54 GMT

Hi Chinkmilk and Welcome to the Community forum.

We have heard from people waiting 1-2 hours which we think is due to recent new product launches.

Have you tried Online Live Chat or can we help if it's not account based.

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:18:28 GMT

Answered after 29 minutes. Account now closed. Disgusting service.

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:20:08 GMT

Thanks for updating.

I hope you find a better service with any new network you may choose.

Re: Waiting for O2 to answer for 22 minutes and counting

Cleoriff — Mon, 17 Nov 2014 10:22:08 GMT

29 minutes?....Quite quick really for O2 nowadays...:smileysad:

Re: Waiting for O2 to answer for 22 minutes and counting

jonsie — Mon, 17 Nov 2014 10:51:09 GMT

Job done then....

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 10:56:16 GMT

i waited 40 and then instead of picking up they hung up....rang back been waiting another 40....still waiting

Re: Waiting for O2 to answer for 22 minutes and counting

Bambino — Mon, 17 Nov 2014 11:06:39 GMT

You're not the first to complain, and sadly you won't be the last. O2 customer service has just fallen down. The excuse of new releases being part of the reason for it is garbage. The iPhone 6 was released two months ago, and the Samsung Note 4 one month ago. I'd hardly call either of them 'new' now.

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 11:24:36 GMT

Hi Chrissy2014

It can sometimes depend on the time of day and if it's a weekend than can affect call times.

Theirs been more than two new releases of new products that may have caused excess inbound calls ,and as we are all customers too here we cannot - any of us - 100% say why these call times can exist.

I hope you get through swiftly. 😄

Re: Waiting for O2 to answer for 22 minutes and counting

Cleoriff — Mon, 17 Nov 2014 11:39:54 GMT

Point taken with this @Bambino It is true that new product launches are old news now...

However if you link that to the fact that on both threads for these phones, people are still waiting ....it IS one of the reasons given

It shouldn't be, as you say.....but they are definitely not coping and using this as an excuse.....

Re: Waiting for O2 to answer for 22 minutes and counting

Bambino — Mon, 17 Nov 2014 11:56:33 GMT

@Cleoriff wrote:
Point taken with this @Bambino It is true that new product launches are old news now...
However if you link that to the fact that on both threads for these phones, people are still waiting ....it IS one of the reasons given
It shouldn't be, as you say.....but they are definitely not coping and using this as an excuse.....

I don't ever call CS, but if that's a reason they're using, it really is paltry. My comment was basically concerned with the word 'new' being used as an excuse. Neither of the phones I mentioned are really new, and as far as other phones being released since September, none of them would come close to the interest generated by the iPhone 6 or the Note 4, with the possibe exception of the Samsung Galaxy S5, although I never see anyone saying they haven't had a delivery of one of those. The fact remains that O2 have been extremely inefficient in dealing with deliveries and customer enquiries as to where those deliveries are. That's what's clogging the phone lines. We as customers should not be trying to make excuses for O2's current customer service poor standards.

Re: Waiting for O2 to answer for 22 minutes and counting

Cleoriff — Mon, 17 Nov 2014 12:00:33 GMT

It is extremely sad that CS service appears to be deteriorating. Not only with wait times on the phone but delivery of new phones etc etc...Perhaps they have cut back on staff? Who knows....

It is a really sad state of affairs that many of the postings on here are are complains about O2 CS....:smileysad:

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 12:02:49 GMT

I waited 38 minutes yesterday before my husband said put down the phone as we were paying.

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 12:05:16 GMT

Calling from your mobile on 202 is 100% free.

Re: Waiting for O2 to answer for 22 minutes and counting

Cleoriff — Mon, 17 Nov 2014 12:11:29 GMT

Yes...it is free if you are a contract customer and 25p if PAYG....However sometimes the call can be about your mobile. no good then if you are using it to phone....

Re: Waiting for O2 to answer for 22 minutes and counting

MI5 — Mon, 17 Nov 2014 12:13:04 GMT

Cost from calling from a landline will be dependant on your service provider but will be charged at the standard non geographical number rate.

Re: Waiting for O2 to answer for 22 minutes and counting

Anonymous — Mon, 17 Nov 2014 12:22:36 GMT

Just to advise a person finding this thread -> On the Payg big bundle tariff calling Customer Services on 4445 is free too. 😄

Re: Waiting for O2 to answer for 22 minutes and counting

Cleoriff — Mon, 17 Nov 2014 13:05:58 GMT

For clarity. Calls from a PAYG phone are only free on Big Bundle Tariffs. All other PAYG tariffs are charged at 25p per call