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.
thought I'd read it before somewhere
