Solved: Re: 24 HOURS - Page 2

Anonymous · ‎22-11-2015

I've just lost my phone and having called it, somebody picked up. This means that they may now be using my contract and Im not able to do anything about it because you dont have a 24 hour line. I want the handset block but that isn't happening right now, is it?

MI5 · ‎22-11-2015

@Bambino wrote:
It's a question that needs to be kept asking. It's very likely that anyone phoning who has lost or had their phone stolen is in a panic about it. How are they supposed to know that they need to stay on the line and wait until the end of the message to be given the number to call? It's absurd.

Totally agree!

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jonsie · ‎22-11-2015

@Bambino wrote:
It's a question that needs to be kept asking. It's very likely that anyone phoning who has lost or had their phone stolen is in a panic about it. How are they supposed to know that they need to stay on the line and wait until the end of the message to be given the number to call? It's absurd.

If this has indeed been fed back as we have on numerous occasions then O2 need a severe kicking.lost or stolen issues are usually late night time or early morning when customer service is closed.

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Anonymous · ‎22-11-2015

When I phone my credit card company the first option is 'lost or stolen' - I'm amazed that O2 can't have the same system.

MI5 · ‎22-11-2015

@Anonymous wrote:
When I phone my credit card company the first option is 'lost or stolen' - I'm amazed that O2 can't have the same system.

They "can" have the same system - it's just a case of someone "doing 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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

jonsie · ‎23-11-2015

Think I'll drop Ronan an email.....

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Toby · ‎23-11-2015

Hi guys,

I'll talk to the rest of the team about this. Even though it is on the IVR, do you all think it should be sooner in the recording? Or perhaps given its own line?

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Cleoriff · ‎23-11-2015

@Toby wrote:
Hi guys,

I'll talk to the rest of the team about this. Even though it is on the IVR, do you all think it should be sooner in the recording? Or perhaps given its own line?

I think it should be given it's own line. Then it would appear to customers that O2 is attaching a great deal of importance to lost and stolen phones. When you lose a phone you are in a panic and want immediate contact with someone....

Also the number should be given prominent display on the O2 website and forum

Veritas Numquam Perit

jonsie · ‎23-11-2015

Definitely a separate number or the first option on the ivr.

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MI5 · ‎23-11-2015

I see no need for a different number.
90% of customers know 202 or 4445, just make it the first option on the IVR.

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.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎23-11-2015

@MI5 wrote:
I see no need for a different number.
90% of customers know 202 or 4445, just make it the first option on theIVR.

Yes 90% of customers know the number....it's just a case of someone answering the phone (on those numbers) as a matter of urgency...

My banks all have a separate number for lost and stolen cards so I was working on that principle

Veritas Numquam Perit