Contacting o2

[Anonymous]

Today there was an article in the newspaper stating that 1 in 10 people throw something at the computer due to frustration. I wonder if they are all o2 customers? Does anyone know how to speak to someone at o2?  The web site is atrocious. I have received a text message stating that my bill is available to view on line. When logged in there are no details of my account. I spent 30 minutes chatting on line to someone who, presumably is in India, and got no where. I have tried again this morning and still no luck. Is o2 the worst company to deal with when you have a query.  They would be certainly be at the top of my list. A very disgruntled customer.

John B

[Anonymous]

I have to agree with you and its set to get worse when they outsource most of their call centres

[Bambino]

This would probably be considered a peak time, so calling now isn't a good idea. If you can, try calling first thing in the morning, or at an off peak time.

[Anonymous]

33 minutes is still unacceptable really even at peak time they should put more staff on at busy times

[Bambino]

Yes I agree, but we all know that they're trying to steer everyone to chat, so making contact by phone more difficult does the job for them.

[Anonymous]

ah actually - I have been trying to call for three weeks, snatching 10 minutes when I pop out the office, on the way to work, between meetings everything... This was the first time I knew I could sit for as long as possible at my desk.

As a gentle reminder... I am the customer here and it's called 'customer service'

[Anonymous]

Did you get through in the end ?

[Bambino]

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@Anonymous wrote:

ah actually - I have been trying to call for three weeks, snatching 10 minutes when I pop out the office, on the way to work, between meetings everything... This was the first time I knew I could sit for as long as possible at my desk.

As a gentle reminder... I am the customer here and it's called 'customer service'

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We are all customers here, and we are aware of the frustration of trying to get through. We don't condone it at all.

[Anonymous]

I did - hooray. And a very nice man called Chris apologised; said call volumes were so high because they have launched new tariffs. Well you would have thought they'd seen that one coming.

We are all customers, but given that the UK mobile phone market is saturated, all operators are chasing the same customers and the only differentials are price and customer service - you'd think they pay attention to excellent customer service and retaining existing customer base.

[MI5]

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@Anonymous wrote:

As a gentle reminder... I am the customer here and it's called 'customer service'

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Fully aware of that fact but thanks for stating the obvious, you may actually wish to point that out directly to O2 though ?

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=13668

[Bambino]

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@Anonymous wrote:

I did - hooray. And a very nice man called Chris apologised; said call volumes were so high because they have launched new tariffs. Well you would have thought they'd seen that one coming.

We are all customers, but given that the UK mobile phone market is saturated, all operators are chasing the same customers and the only differentials are price and customer service - you'd think they pay attention to excellent customer service and retaining existing customer base.

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Glad to hear you got through. You make some very valid points, but unfortunately, O2 seem to be going in the opposite direction, with the announcement recently of outsourcing and the imminent redundancy of many who now work in O2's UK call centres. Not a very encouraging sign.