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Level 1: Joiner
Posts: 5
Registered: ‎16-09-2013
Accepted Solution

Upgrade/retention contact?

Hi - I'm looking to change phone / upgrade and would normally pick up the phone to talk through the best options. 

 

The tricky thing with that is I've broken both jaws and wired up .... tends to make 'talking' a little tricky! I can only find a phone number to talk to retention/recontract teams ... does anyone know if there's an email or a way I can 'type' a conversation? 

 

Thanks all.

Posts: 87,096
Topics: 529
Solutions: 11,012
Registered: ‎04-04-2012

Re: Upgrade/retention contact?

@Steeloz you can try live chat http://www.o2.co.uk/contactus but we wouldn't usually recommend it.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 5
Registered: ‎16-09-2013

Re: Upgrade/retention contact?

Hi .... yeah .. I found that out the hard way. Pleasant but ultimately not much use. Thanks for the reply though.

Level 24: Climbing the Ladder
Posts: 3,020
Registered: ‎03-08-2018

Re: Upgrade/retention contact?

[ Edited ]

Hi @Steeloz 

 

Just thinking is there nothing for disabilities?

Deaf people, how do they cope?

I will ask one of our Community Managers to see if there

may be a way?

Could be Monday before reply 

@Marjo?

@EmilieT 

@Martin-O2 

 

If nothing else we can all be informed then ~ Best of luck and hope your wired jaws heal quickly.

 



Level 1: Joiner
Posts: 5
Registered: ‎16-09-2013

Re: Upgrade/retention contact?

Thanks. Much appreciated

Posts: 87,096
Topics: 529
Solutions: 11,012
Registered: ‎04-04-2012

Re: Upgrade/retention contact?

The access for all thread is here https://community.o2.co.uk/t5/Access-For-All/Access-For-All/td-p/1201405
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone7 (EE)
Level 1: Joiner
Posts: 5
Registered: ‎16-09-2013

Re: Upgrade/retention contact?

Thanks again. It looks like that is mostly focused on how to get the most out of the o2 service generally, rather than this contract issue, so I'm not sure I'll get where I need to. But again - thanks for finding the link.

Community Manager
Posts: 4,833
Registered: ‎18-04-2018

Re: Upgrade/retention contact?

Hi @Steeloz, and sorry to hear about you broke your jaws recently - I hope your recovery goes smoothly!

 

I've checked on my end which options we could recommend for you to update in this case, and here are a few:

  • The best suggestion we’d have would be to upgrade online. If you want some advice about a new phone or tariff, the other members might be able to help you find something that suits your needs if you tell us a bit more about what you're after Smiley Happy

  • Another option would be for you to visit an O2 store. You can take with you a nominated person to, in essence, be your interpreter and discuss your upgrade with an in-store guru.

  • Finally you could also register with our “Access for You” service. This has been set up to help any customers that may need extra assistance. One of the tools that can be used as part of this is the Next Generation Text Service, which you can read more about here - however please note that the matching app hasn’t been updated for years now, so you might not get a connection. It was designed for customers who have long-term or permanent needs, most of whom will have a text-phone, which does work seamlessly with the service. Without one of these devices, the options above would be best.

 

I hope this helps Smiley Happy

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Level 1: Joiner
Posts: 5
Registered: ‎16-09-2013

Re: Upgrade/retention contact?

Hi EmilieT - I really appreciate the response. I guess I was thinking that by speaking to those departments that there may be better deals? I don't know if that's true, but I was hoping there would be another way of contacting those teams. I will try visiting a branch with someone, and see what I can arrange, but if there's nothing that can be done then thats ok. I accept it's a but of a rare situation I guess, and I'm lucky not a permanent one. It's a bit of an eye opener though.

 

Thanks again for your help.