Difficulty in Getting any Customer Service

on 15-10-2012 19:56
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on 15-10-2012 19:56
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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on 15-10-2012 20:05
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 15-10-2012 20:05
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 16-10-2012 09:04
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on 16-10-2012 09:04
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
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on 16-10-2012 09:13
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.
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on 16-10-2012 16:01
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on 16-10-2012 16:01
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"!
Samsung Galaxy S3
Feel Free to Add Kudos, If I Have Helped

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on 16-10-2012 16:02
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on 16-10-2012 16:02
Samsung Galaxy S3
Feel Free to Add Kudos, If I Have Helped

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16-10-2012 16:05 - edited 16-10-2012 16:06
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16-10-2012 16:05 - edited 16-10-2012 16:06
@macblank wrote:
Ps... that's O2 online by the way.
You have direct access to that from "Contact us" at the bottom of the page.
Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

on 16-10-2012 21:52
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on 16-10-2012 21:52
@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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on 16-10-2012 21:59
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on 16-10-2012 21:59
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.
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16-10-2012 22:16 - edited 16-10-2012 22:17
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16-10-2012 22:16 - edited 16-10-2012 22:17
What's the copy and paste about from pjack, was a question supposed to follow that?
Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1

