topic Re: Phone still waiting to be reconnected following O2 error in Tech Support

Phone still waiting to be reconnected following O2 error

JM75 — Mon, 18 Dec 2023 07:12:59 GMT

My phone was disconnected in error last Monday. I have made repeated calls to O2 and been told I need to wait for a call from the Reconnect team. I have been promised this twice but no call. This is long overdue and now extremely urgent. Please advise as to how I escalate this matter.

Re: Phone still waiting to be reconnected following O2 error

MI5 — Mon, 18 Dec 2023 08:04:03 GMT

@JM75

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 (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Re: Phone still waiting to be reconnected following O2 error

Oxonian — Tue, 26 Dec 2023 15:43:42 GMT

@JM75

Did you ever manage to resolve this problem ?

Re: Phone still waiting to be reconnected following O2 error

MI5 — Tue, 26 Dec 2023 15:54:46 GMT

Are you bored?

Re: Phone still waiting to be reconnected following O2 error

Enlli — Tue, 26 Dec 2023 16:45:48 GMT

Seems a legitimate question.

The more feedback we get the better as far as I'm concerned.

Re: Phone still waiting to be reconnected following O2 error

Oxonian — Tue, 26 Dec 2023 17:00:49 GMT

@Enlli

I actually found that quite an interesting question. The implication is that it was an O2 error but we are not actually told that. How many customers get their 'phone disconnected as a result of O2's error ? I would guess not many ?

Furthermore, greater detail and the passage of time might lead to other suggestions ; maybe a visit to an O2 retail store or a complaint.

And as you rightly say, feedback is important too if the issue has been resolved.

Re: Phone still waiting to be reconnected following O2 error

JM75 — Tue, 26 Dec 2023 19:29:29 GMT

Hi - to be clear my number was disconnected as a result of o2 error. They incorrectly applied a PAC number to my phone number (which I have had for a number of years) instead of a new sim on my account (for my child). The effect was that my number was disconnected. I have called customer service on 6 occasions, each time being transferred multiple times and ultimately being advised that the Reconnect team would call back. This has still not happened. I have now raised a formal complaint. Hopefully others are not facing the same issues.

Re: Phone still waiting to be reconnected following O2 error

Enlli — Tue, 26 Dec 2023 20:02:18 GMT

Thank you very much for the update.

Not much can be done once an Official Complaint has been put it. But don't expect a quick reply, they can take up to 8 weeks at present

The incompetence of O2 never ceases to amaze me

Re: Phone still waiting to be reconnected following O2 error

SJS23 — Wed, 31 Jan 2024 08:18:28 GMT

Hi. I am going through the same thing. My phone was disconnected by o2 in error when they migrated by number to my daughters phone. I have been without service for 6 days and have spent 400 mins on the phone to o2 repeating myself , being cut off and getting nowhere. Finally, yesterday I was promised that I would be called by the reconnect team this morning, however, reading your post it seems my relief may be premature! Did they reconnect you? Was your contract still as it was? I'm worried that I will have a battle trying to sort that out next!! Many thanks

Re: Phone still waiting to be reconnected following O2 error

Oxonian — Wed, 31 Jan 2024 20:51:17 GMT

@SJS23

If you are addressing that question to @JM75, you will have to tag him thus !

If you are not sorted out, have you considered contacting O2's social media team ? They seem to have a reasonable reputation. Contact details are herein :-

Re: Phone still waiting to be reconnected following O2 error

SJS23 — Wed, 31 Jan 2024 21:14:51 GMT

Thank you for your reply. I'm afraid I do not know how to tag. However, after another 4 hours 20 mins of being on hold , transferred multiple times I have now been told I must take out a new sim only contract to enable them to migrate my number back to me that they removed in error.

It's frustrating because I only renewed a contract on the 22nd but they have no record of this now.

Of course, being o2 I failed the credit check , first time in 30 years of having an account with them. So now waiting for a response from the waiver team. Never been so stressed. And none of it is my doing!

Re: Phone still waiting to be reconnected following O2 error

JM75 — Wed, 31 Jan 2024 21:24:04 GMT

Hi - sorry to hear this has happened to you. Unfortunately, the reconnect team never called me back. I finally got the situation resolved after 4 weeks. I ended up going into an o2 shop and after lengthy call, they confirmed if I purchased new contract (sim only) they would give me back my old number. It has been disconnected fully because of the delay and it wasn’t possible to use my old sim. My advice would be to go into a shop - their assistants were willing to help and didn’t seem to have to wait in endless queues. Good luck.

Re: Phone still waiting to be reconnected following O2 error

SJS23 — Wed, 31 Jan 2024 21:29:31 GMT

Hi, thank you for letting me know. Sorry to hear you had such trouble too. The reconnect team never called me back either.

Not sure if a store can help me now I have failed their credit check. I was ok to renew my contract on the 22nd, and my daughters on the 17th though! Oh well, I will see what tomorrow brings. Day 6 of no service!

Thanks again for your advice.

Re: Phone still waiting to be reconnected following O2 error

Oxonian — Thu, 01 Feb 2024 18:27:41 GMT

@SJS23

If you do decide to give an O2 retail store a try - and you have got nothing to lose - you will find details of them here :-

Store locator | O2 UK | Find Your Nearest O2 Store

https://stores.o2.co.uk/

There have been a few closures recently so it's worth checking before making a journey !

Re: Phone still waiting to be reconnected following O2 error

SJS23 — Thu, 01 Feb 2024 18:39:15 GMT

Thank you for your help and advice. After another hour of speaking to O2 and realising that it could be longer than 10 days of waiting for the credit referral team to send me an email I think the easiest thing would be for me to send for a sim and big bundle deal, get my number back and then look at my options. After 30 plus years with O2 I'm afraid after this fiasco it may be time to swap providers 😔

Once again, I thank you for your help.

Re: Phone still waiting to be reconnected following O2 error

Oxonian — Fri, 02 Feb 2024 19:59:14 GMT

@SJS23

Please bear in mind that Customer Service is generally mediocre throughout the UK mobile 'phone industry. Hence, if you leave O2, you might well find that it is no better elsewhere.

Anyway, good luck whatever you decide to do. 👍