Cancel your contract by chat - apalling customer service

[Anonymous]

I've just experienced the worst customer service in my life.

I've tried for almost 4 weeks to cancel my sons contract, and have held on each time for over 15 minutes, then gave up.

I was not aware you could cancel it online via chat.  However it took over an hour, and after complaining about the poor customer service asked for my 30 days notice charge to be cancelled, they refused!

I have 4 02 contracts, but not for much longer!

[Anonymous]

impatient plus he signed the contract & the t&c are legally binding so he should pay it as he has been using the service just like everybody else, so shouldnt be an exception just because he cant wait an extra few minutes or just email or write a letter, there are other ways around apart from using a phone

[Anonymous]

I guess that like posting on here was a little light hearted and without any substance,

Why people come on to a customer forum and **bleep** and moan then do not read the replies sums up the basis of the argument.

[Anonymous]

Hi guys, I'm new to this but I have a slightly similar issue. I have had my O2 contract for coming upto 16 months and I am sick of them. I have had no signal to even send a text for this time and I can only use my phone at all when in my own WiFi area. I went to the shop to be told by some spotty kid there was nothing they can do. I said I would like to cancel my contract due to the fact they are not providing me with a service which I feel is fair. I was told I couldn't do it unless I paid the full 2 years up on the contract. This was not a choice for me. So there I have been lumbered with this lump of metal and plastic and paying 30 quid for the privilege. Unlike other people who just want to complain to see if they can get an early upgrade, I believe my complaint and request to be fair. I cannot use my phone and have not been able to use it the whole period. 

I have been told on 4 occasions that they were releasing something similar to Vodfone's signal booster and to be patient. Well 16 months later and I still can't send a text never mind use it as a phone. Really disappointed.

[perksie]

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@Anonymous wrote:

I have had my O2 contract for coming upto 16 months and I am sick of them. I have had no signal to even send a text for this time and I can only use my phone at all when in my own WiFi area.

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It's hard to believe you have been on a contract for 16 months with no service at all.

You will have had time to test the signal in your area when you took it out.

If the fault is with the phone you could replace it yourself and continue with your existing sim.

[Anonymous]

Yeah I did that, the first 11 months I had a dreaded Blackberry with no signal then I went into the shop and paid 300 quid for an I phone. I can get a signal when I am in town but not in the house or at work.

[Anonymous]

@Geordie4ever (if you are a Geordie then surely you will be forever)

Hang on, hang on you have had a phone for 16 months and you have had no signal to phone or text out? Did you not after a few weeks say this is not right so I will cancel my contract? Obviously not!. 

If you are going to lie on a customer forum that has no input or influence on your contract/phone then at least make it realistic. 

Did you check to see if there was a signal in your area before buying the phone?

[Anonymous]

Yeah I did that, the first 11 months I had a dreaded Blackberry with no signal then I went into the shop and paid 300 quid for an I phone. I can get a signal when I am in town but not in the house or at work.


So you lied?

[Anonymous]

Hey, I don't know were you get off calling me a liar pal. I only came on here to get a bit of advice. I did not lie. I bought a BB Torch and struggled to get any signal at all. After 3 visits to O2 Shop they told me it was the antennae and there was nothing they could do. On the 4th visit I bit the bullet and and changed handset, with the same contract (Paid over 300 quid). I then took the I-Phone back to the store as I had the same issues of getting 1 bar of signal if I stood on one leg in the attic of my house. I have been pestering them ever since only to be told I have to see out the contract and there is nothing they can do. They blamed the I-Phone antennae this time.

That is my issue, its not a lie. I have been with O2 throughout the country and I have had no issues. Its only since I have moved to the North of Scotland have I had dramas. Don't call me a liar, this whole episode could have been handled better by O2 as I am sure they COULD have done something rather than tell me its tough and I have to spend the next 20 odd months on one leg to send a simple text. If you can't help then don't bother replying

[jonsie]

Have you tried an official complaint at the link below? They can take around 10 days to respond with their comments and ignore the chat link that opens.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref%28User%29:str%28Mob...

[sheepdog]

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@Anonymous wrote:

Hey, I don't know were you get off calling me a liar pal. I only came on here to get a bit of advice. I did not lie. I bought a BB Torch and struggled to get any signal at all. After 3 visits to O2 Shop they told me it was the antennae and there was nothing they could do. On the 4th visit I bit the bullet and and changed handset, with the same contract (Paid over 300 quid). I then took the I-Phone back to the store as I had the same issues of getting 1 bar of signal if I stood on one leg in the attic of my house. I have been pestering them ever since only to be told I have to see out the contract and there is nothing they can do. They blamed the I-Phone antennae this time.

That is my issue, its not a lie. I have been with O2 throughout the country and I have had no issues. Its only since I have moved to the North of Scotland have I had dramas. Don't call me a liar, this whole episode could have been handled better by O2 as I am sure they COULD have done something rather than tell me its tough and I have to spend the next 20 odd months on one leg to send a simple text. If you can't help then don't bother replying

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That fact being omitted is quite crucial. Your original contract at your North East address, I presume, was fine and the signal was checked against that location at the commencement of the contract. However since you moved, being work related or personal, is irrelevant to getting out of the contract. Had it been at the original location then yes, there is a high probablity of some sort of arrangement to exit but they won't be able to do anything if you change address. If you'd started a contract in Scotland then you'd have a valid point and would have been able to terminate quite early on.