topic Re: Auto-disconnects in Tech Support

Auto-disconnects

Paul430 — Fri, 04 Nov 2022 11:08:19 GMT

Three weeks ago I used my O2 mobile to call a financial institution. As is usually the case, you get through, choose an option and are put on hold in a queue pending customer service picking up. I made 4 calls to the number (an 0800) and each was auto-disconnected, at 14 mins 29 secs, 14 mins 28 secs, 14 mins 21 secs and 14 mins 28 secs. These call show in my phone log, although O2 customer service cannot see these calls in their records, and they do not show on my itemised bill.

I made 2 calls to a UK Gov number yesterday, chose the appropriate option, and was placed on hold in a queue. Both calls were auto-disconnected at 14 mins 29 secs. This was not a freephone number.

O2 are suggesting that it's not their problem, it must be the way in which the organisations I called set their system - something which I find impossible to believe given their nature - a regulated FI and a UK Government body. O2 are also suggesting that they have no record of these calls (which were connected) because I did not actually speak to a person in each instance. They could not answer whether I would be charged for these connected calls had they not been freephone and had I not had any airtime allowance left - I was disconnected by O2 (not automatically this time). Am I being given the runaround by O2?

Re: Auto-disconnects

gmarkj — Fri, 04 Nov 2022 11:43:23 GMT

Is the date you called now covered by a bill @Paul430 , if not they might show as recent charges.

Follow this guide to get to the correct part of the o2 site:

As you are struggling with customer services, I'll see if the community advisors can help.

@O2Georgina @O2Sarah- can you reach out to assist?

Re: Auto-disconnects

MI5 — Fri, 04 Nov 2022 11:58:02 GMT

0800 numbers never show on bills.

Re: Auto-disconnects

Paul430 — Fri, 04 Nov 2022 12:04:08 GMT

Yes, the older calls were for a period that a bill is now available for. The newer calls were made too recently for a bill to have been produced.

Re: Auto-disconnects

Paul430 — Fri, 04 Nov 2022 12:05:52 GMT

That was not the O2 explanation.

Re: Auto-disconnects

MI5 — Fri, 04 Nov 2022 12:11:00 GMT

@Paul430 wrote:
That was not the O2 explanation.

Then they are wrong...... as usual.

Re: Auto-disconnects

O2Sarah- — Fri, 04 Nov 2022 14:25:10 GMT

Thanks for the tag @gmarkj

@Paul430 I will send you a private message to look into this for you 😁

Re: Auto-disconnects

Paul430 — Tue, 08 Nov 2022 15:03:26 GMT

So this issue is still persisting - 2 calls to one mobile number today, one auto disconnected at 14 mins 27 secs and one at 14 mins 28 secs. Another call to a different mobile auto disconnected at 14 mins 28 secs today. HELP please O2!