Difficulty in Getting any Customer Service

[Anonymous]

I recently bought a HTC One S and needed to order a Microsim. I made my way to the SIM order page but immediately found it confusing.

I am already with O2 (have been for nearly 10 years) so I clicked '>>I am already using an O2 SIM' - this brought up a pop-up that listed types of SIMs but no links to order one. I'm currently on Simplicity, so I called 2202 to talk to someone about Simplicity as it suggested. This number bombarded me with adverts for O2 services and didn't put me through to anyone. I closed the pop-up.

I then decided to try and use the order form pretending to be a new customer but fell at the first hurdle - 'What type of SIM - pay monthly or pay & go'. I'm currently paying monthly on a Simplicity plan - is that Pay Monthly or Pay & Go? I have no idea, so I couldn't use the order form.

After that I tried phoning O2 to speak to a person who might have some knowledge. I couldn't find any Pay Monthly numbers so I phoned the Pay & Go number, only to go round and round in circles of automated messages that didn't list the particular thing I wanted to talk about, had no option for 'other', and didn't put me through to a person after trying a few of the possibly irrelevant options.

Then I tried the live chat, which just hung and didn't put me through to anyone. I had to access it again from a different page, and got someone who eventually ordered me a microSIM but was a bit robotic and confusing.

O2 used to be so lovely and easy to get along with. I've been a massive O2 fangirl for years but it now seems impossible to speak to an advisor. I've stayed with O2 for so long solely because your customer service was always so good but it now seems much harder to just speak to someone and get an answer, and I think the website navigation and wording could be improved too.

[MI5]

You can contact pay monthly CS on 202 for free from your phone.

[adamtemp64]

To get the pay monthly (simplicity) phone number 202 is 3 clicks from this page.

Clich Contact us (in grey at bottom of all o2 pages)

Click the phone icon

Click pay monthly

Job done

[Anonymous]

Thanks. I must've been having a particularly bad evening. I tried that (contact us, phone icon, pay monthly) so many times last night and it didn't give me that page with phone numbers on. I have no idea what was going on, I just couldn't get to that information anywhere and it made me a little grumpy.

[macblank]

Time for my mega tip!

Go to SHOP on O2.

Look around and look at a couple fones

After a couple mins a CHAT BOX pops up.

Use that, its a CS help as much as sales.

I found this is the best way of getting help. Especially as u can explain clearly and they write clearly AND u get to keep a copy of the chat, so no "he said, she said"!

[macblank]

Ps... that's O2 online by the way.

[perksie]

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@macblank wrote:
Ps... that's O2 online by the way.

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You have direct access to that from "Contact us" at the bottom of the page.

[Anonymous]

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@Anonymous wrote:

I recently bought a HTC One S and needed to order a Microsim. I made my way to the SIM order page but immediately found it confusing.

I am already with O2 (have been for nearly 10 years) so I clicked '>>I am already using an O2 SIM' - this brought up a pop-up that listed types of SIMs but no links to order one. I'm currently on Simplicity, so I called 2202 to talk to someone about Simplicity as it suggested. This number bombarded me with adverts for O2 services and didn't put me through to anyone. I closed the pop-up.

I then decided to try and use the order form pretending to be a new customer but fell at the first hurdle - 'What type of SIM - pay monthly or pay & go'. I'm currently paying monthly on a Simplicity plan - is that Pay Monthly or Pay & Go? I have no idea, so I couldn't use the order form.

After that I tried phoning O2 to speak to a person who might have some knowledge. I couldn't find any Pay Monthly numbers so I phoned the Pay & Go number, only to go round and round in circles of automated messages that didn't list the particular thing I wanted to talk about, had no option for 'other', and didn't put me through to a person after trying a few of the possibly irrelevant options.

Then I tried the live chat, which just hung and didn't put me through to anyone. I had to access it again from a different page, and got someone who eventually ordered me a microSIM but was a bit robotic and confusing.

O2 used to be so lovely and easy to get along with. I've been a massive O2 fangirl for years but it now seems impossible to speak to an advisor. I've stayed with O2 for so long solely because your customer service was always so good but it now seems much harder to just speak to someone and get an answer, and I think the website navigation and wording could be improved too.

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[jonsie]

When you say you are on a monthly plan, if you pay a bill you are a monthly contract customer. If the payment is taken from your credit then you are pay and go.

Call 202 if you are pay monthly and speak to customer service.

[perksie]

What's the copy and paste about from pjack, was a question supposed to follow that?