topic Re: Cant receive texts- O2 useless in Tech Support

Cant receive texts- O2 useless

neenp01 — Tue, 01 Oct 2024 10:14:26 GMT

contacted o2 15th sept 2024 as I noticed I couldn't receive sms messages but could send them with no issues.

Was assured this would be looked at and someone would be back to me within 5 business days... but no nothing I messaged on the 20th ( 5 business days later) and was now told 10 business days.

Constantly being fobbed off, it's now been 12 business days and not one bit of contact from o2 with any resolution. It has also come to light that my number is coming up invalid for a lot of people. only my regular contacts are able to ring me without issue but they cannot text however. My daughter is going through alot of medical issues I need my phone to work, she is also special needs so my phone always needs to be working

I rang on the 24th, 26th (twice) and 27th at a total of 95 mins and still no resolution

Currently on hold today again trying to fob me off

I visited the store in newtownabbey 28th September, they were so helpful but unfortunately couldn't fix my issue. They told me there had been 5 different ticket issues for this one problem yet no one in your technical department has bothered to look at any of them. The advisors also tried ringing me whilst I stood in the store and they also got the invalid number message.

I have tried network reset, restarting the device. Putting sim in different phone, got a new e sim and a new plastic sim and nothing has helped

I have started a complaint to ombudsman but does anyone have any advice, as o2 are basically doing nothing

Re: Cant receive texts- O2 useless

MI5 — Tue, 01 Oct 2024 10:43:13 GMT

@neenp01

Check guide, otherwise, persist with O2.

Re: Cant receive texts- O2 useless

Oxonian — Wed, 02 Oct 2024 19:34:12 GMT

@neenp01 wrote:
I have started a complaint to ombudsman but does anyone have any advice, as o2 are basically doing nothing

Please bear in mind @neenp01 that you must exhaust O2's complaints' procedure before the Ombudsman will even consider your complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250924+V0.2.comp.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

As O2 are currently taking up to eight weeks to investigate and respond to complaints, this could be a protracted process. Hence, I suggest that you consider it as a last resort. 👍