https://community.o2.co.uk/t5/Tech-Support/HOW-TO-GET-HELP-WITH-O2/m-p/1588911#M27663 <P>Good Morning,</P><P>As a long term 02 customer I have been utterly shocked by the service and lack of help I have had over the past week.</P><P>Last Monday I changed from Android to Apple and took up a new contract with O2 while also buying a refurbished Apple 12.&nbsp; The phone arrived on Tuesday and since then I have spent approximately 20 hours trying to get it sorted.</P><P>To keep it short the phone will not phone or text.&nbsp; If I take the SIM out (I have changed the SIM several times) and transfer it to my old phone, my old phone then works.&nbsp; If I borrow an 02 SIM the new phone then works.&nbsp; I was advised to visit and an O2 store who tried changing SIM etc but could not help.&nbsp; That was almost 4 hours wasted.</P><P>Additionally (but according to 02 not a factor in the phone not working) 02 charged me 3 times for the phone (one payment went through, two were pending). O2 told me to resolve it with the bank.&nbsp; The bank told me it was an O2 issue. That was several more hours wasted.&nbsp; Thankfully the pending transactions now seem to no longer show in my account.</P><P>I will not list the issues I have had with online chat and customer services.&nbsp; However I am concerned about several phone calls both my wife and I have received from an O2 Call Centre.&nbsp; In both cases the phones rang, we immediately picked up and started to talk. We could hear the Call Centre staff in the background but then the phone went dead.&nbsp; Any idea why this would happen?</P><P>Any help / advice would be gratefully appreciated as I am very much aware that I need to return the phone and cancel my contract soon if I am to move to another provider.</P><P>Thankyou</P><P>&nbsp;</P> Tue, 06 Dec 2022 09:21:55 GMT CRH 2022-12-06T09:21:55Z https://community.o2.co.uk/t5/Tech-Support/HOW-TO-GET-HELP-WITH-O2/m-p/1588911#M27663 <P>Good Morning,</P><P>As a long term 02 customer I have been utterly shocked by the service and lack of help I have had over the past week.</P><P>Last Monday I changed from Android to Apple and took up a new contract with O2 while also buying a refurbished Apple 12.&nbsp; The phone arrived on Tuesday and since then I have spent approximately 20 hours trying to get it sorted.</P><P>To keep it short the phone will not phone or text.&nbsp; If I take the SIM out (I have changed the SIM several times) and transfer it to my old phone, my old phone then works.&nbsp; If I borrow an 02 SIM the new phone then works.&nbsp; I was advised to visit and an O2 store who tried changing SIM etc but could not help.&nbsp; That was almost 4 hours wasted.</P><P>Additionally (but according to 02 not a factor in the phone not working) 02 charged me 3 times for the phone (one payment went through, two were pending). O2 told me to resolve it with the bank.&nbsp; The bank told me it was an O2 issue. That was several more hours wasted.&nbsp; Thankfully the pending transactions now seem to no longer show in my account.</P><P>I will not list the issues I have had with online chat and customer services.&nbsp; However I am concerned about several phone calls both my wife and I have received from an O2 Call Centre.&nbsp; In both cases the phones rang, we immediately picked up and started to talk. We could hear the Call Centre staff in the background but then the phone went dead.&nbsp; Any idea why this would happen?</P><P>Any help / advice would be gratefully appreciated as I am very much aware that I need to return the phone and cancel my contract soon if I am to move to another provider.</P><P>Thankyou</P><P>&nbsp;</P> Tue, 06 Dec 2022 09:21:55 GMT https://community.o2.co.uk/t5/Tech-Support/HOW-TO-GET-HELP-WITH-O2/m-p/1588911#M27663 CRH 2022-12-06T09:21:55Z https://community.o2.co.uk/t5/Tech-Support/HOW-TO-GET-HELP-WITH-O2/m-p/1588914#M27664 <P><a href="https://community.o2.co.uk/t5/user/viewprofilepage/user-id/3273870">@CRH</a>&nbsp;</P><P>We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (<A href="https://o2uk.co/O2CFB" target="_blank">https://o2uk.co/O2CFB</A>) , Twitter (<A href="https://o2uk.co/O2CTW" target="_blank">https://o2uk.co/O2CTW</A>) or Instagram (<A href="https://o2uk.co/O2CIG" target="_blank">https://o2uk.co/O2CIG</A>) , they should be able to help you with this<BR />Thanks</P><P><LI-PRODUCT title="Guide: How to find help &amp;amp; contact O2" id="Guide058"></LI-PRODUCT>&nbsp;</P> Tue, 06 Dec 2022 09:27:37 GMT https://community.o2.co.uk/t5/Tech-Support/HOW-TO-GET-HELP-WITH-O2/m-p/1588914#M27664 MI5 2022-12-06T09:27:37Z