- 3369 Posts
- 31 Topics
- 39 Solutions
In the three times I've used live chat, once to change my tariff this time last year and twice to deal with the sim to micro-sim swapover at Christmas, they've been excellent and dealt with it quickly.
No, I don't work for o2 although I'm one of the regulars here , it is my experiences so not everybody has a bad time with Live Chat 
@sheepdog wrote:In the three times I've used live chat, once to change my tariff this time last year and twice to deal with the sim to micro-sim swapover at Christmas, they've been excellent and dealt with it quickly.
No, I don't work for o2 although I'm one of the regulars here , it is my experiences so not everybody has a bad time with Live Chat
You must have got the same person everytime and that is the only one you knows how to do anything
- 24463 Posts
- 1067 Topics
- 3836 Solutions
@sheepdog wrote:In the three times I've used live chat, once to change my tariff this time last year and twice to deal with the sim to micro-sim swapover at Christmas, they've been excellent and dealt with it quickly.
No, I don't work for o2 although I'm one of the regulars here , it is my experiences so not everybody has a bad time with Live Chat
As you say, you are a regular in the forum, and you know what you're doing when it comes to navigating your way around any difficulties you might have with O2 much of the time. Many people that come here aren't as knowing, so when they are searching the O2 site and chat pops up, they would most likely think that the person chatting to them would know about any queries they might have. After all, they work for O2 and are asking if they need help to questions they may have. Judging by many of the posts in the forum relating to chat, this isn't the case, and people are being given incorrect information. Case in point, this thread started just today:
99% of the time, people don't post in forums to give positive feedback, and some Gurus and chat people may very well be doing a good job, but O2 needs to address the issue of some people working in chat giving out blatantly wrong information. It can wind up costing people money, and doesn't do O2's credibility any good.
- 5942 Posts
- 98 Topics
- 305 Solutions
Unfortunately we can't tar the entire service with the same brush. Some of them are great and actually really helpful.
It however does appear to be the majority that either don't care enough to do it right or they have not received adaquet training or the language barrier is too high. None of the three possibilities would surprise me.
I can see why O2 outsource its much cheaper however just because you outsource does not mean that you can drop the standards expected. It's not a good enough excuse.
It however does appear to be the majority that either don't care enough to do it right or they have not received adaquet training or the language barrier is too high. None of the three possibilities would surprise me.
I can see why O2 outsource its much cheaper however just because you outsource does not mean that you can drop the standards expected. It's not a good enough excuse.
*Bangs Head*
I'd already spoken to Pay Monthly and P&G team before this latest transfer!!
info:Welcome to O2. A Guru will be with you soon.
info:You're through to Guru Vicky.
Vicky:Hi I'm Vicky. How can I help?
Kev:Hi, Any news as to when the TuGo app will be updated so Xperia S users can install it?
Vicky:Yes you can update the TUGO app.
Kev:It's still showing as incompatible with my device (LT26i) in the Play Store
Vicky:Let me check this for you.
Kev:Thanks
Vicky:Thanks for the information. Please give me a few minutes while I check this for you.
Vicky:Thanks for waiting.
Vicky:I've checked your phone is compatible with an TuGo app.
Vicky:Let me check the account.
Vicky:Can you tell me your full name? I’ll also need the 3rd and 5th characters of the answer to your security question.
Kev:*,*. the app has been disabled for Xperia S users until the bug is fixed
Kev:Kev ********
Vicky:Is that the error you're getting?
Kev:Yes, It is being looked into for weeks now and was wondering if you knew when this update might be pushed out
Vicky:Well as per our update is that you should be able to download the TUGO app on your phone now.
Vicky:Have your tried it now?
Kev:5 Minutes ago and it still said the same?
Vicky:Oh I see.
Kev:still not available
Kev:App Version 1.0.3
Vicky:Well I would request you to do this after 2-3 days & check if that works.
Kev:Ok, Thanks
Vicky:If still doesn't work then please visit the nearest shop & get the phone manually checked.
Vicky:Is there anything else I can help you with?
Kev:So it could be my phone?
Vicky:Will need to check the phone once as its already available on your phone.
Vicky:From where did you get the phone?
Vicky:Store or online.
Kev:Online
Vicky:Okay.
Vicky:Please can you tell me the 3rd and 5th character of your security answer?
Kev:*,*
Vicky:Perfect
Vicky:Please be connected while I transfer this chat to the repairs team.
Kev:Ok
info:We’re putting you through to the right person, won’t be long.
info:You're through to 'Swapnil'
Swapnil:I'll be happy to help you.
Kev:Hello
Swapnil:Let me check the above chat
Swapnil:Let me go through it.
Swapnil:Thanks for the information. Please give me a few minutes while I check this for you.
Kev:Cheers
Kev:I really don't think this is a job for your department though! 😞
Swapnil:Okay is that related to Guru concer?
Swapnil:concern*
Kev:Yeah, I was asking when the TuGo app would be udated so as Xperia S users can install it and then i'm through to repairs!
Kev:Hello?
Swapnil:Okay no worries, I'm sorry for the incorrect transfer made by Guru Vicky, Let me transfer you back to Guru.
Kev:Cheers
info:We’re putting you through to the right person, won’t be long.
info:You're through to 'Amrin'
Amrin:Hi Kev.
Amrin:I see that you have been transferred to pay monthly.
Amrin:Let me read your query.
Kev:I've already been transferred from here!
Amrin:Yes that's correct. I'm reading the query and just want to see why you have been transferred. If possible, I can help you with your query.
Amrin:Hold on for few minutes.
Kev:Cheers
Amrin:Cheers.
Amrin:Thanks for waiting.
Amrin:Do you want to know about the TU Go app?
Kev:Yes, As it is currently disabled for Xperia S users due to bugs that are being ironed out I was wondering if you had any idea as to when this update might be available so I can use the app
Amrin:I need to speak to our Guru team and confirm the details.
Kev:Ok
Amrin:Thanks for waiting.
Kev:No worries
Amrin:We have this app available for your phone.
Amrin:Use this link and can get the app on the phone:
Kev:Ok thanks
Amrin:You can check that now and let me know if it is useful.
Amrin:You're welcome.
Kev:Still say not compatible with my device (LT26i)
Amrin:Go to play store and check if you find this app on your phone?
Kev:It shows but it's not available as O2 have stopped Xperia S users from installing it until they fix the bugs in the current version. All I have been trying to find out is when this might be fixed
Amrin:Okay fine, let me recheck with them.
Kev:thanks, I was chatting to Guru, they then put me through to Repairs who then sent me to you!
Amrin:You're welcome.
Amrin:I've checked with our team and our technical team is working on this and it'll be fixed asap. We don't have a timescale but once it is fixed Kev, you'll get a text confirmation and you can use that link to download our TU GO app.
Amrin::)
Kev:Lovely, Thanks for helping!
Amrin:I can see the previous chat, I know you have been transferred incorrectly.
Amrin:Sorry about that 😞
Kev:;-/ lol
I'd already spoken to Pay Monthly and P&G team before this latest transfer!!
info:Welcome to O2. A Guru will be with you soon.
info:You're through to Guru Vicky.
Vicky:Hi I'm Vicky. How can I help?
Kev:Hi, Any news as to when the TuGo app will be updated so Xperia S users can install it?
Vicky:Yes you can update the TUGO app.
Kev:It's still showing as incompatible with my device (LT26i) in the Play Store
Vicky:Let me check this for you.
Kev:Thanks
Vicky:Thanks for the information. Please give me a few minutes while I check this for you.
Vicky:Thanks for waiting.
Vicky:I've checked your phone is compatible with an TuGo app.
Vicky:Let me check the account.
Vicky:Can you tell me your full name? I’ll also need the 3rd and 5th characters of the answer to your security question.
Kev:*,*. the app has been disabled for Xperia S users until the bug is fixed
Kev:Kev ********
Vicky:Is that the error you're getting?
Kev:Yes, It is being looked into for weeks now and was wondering if you knew when this update might be pushed out
Vicky:Well as per our update is that you should be able to download the TUGO app on your phone now.
Vicky:Have your tried it now?
Kev:5 Minutes ago and it still said the same?
Vicky:Oh I see.
Kev:still not available
Kev:App Version 1.0.3
Vicky:Well I would request you to do this after 2-3 days & check if that works.
Kev:Ok, Thanks
Vicky:If still doesn't work then please visit the nearest shop & get the phone manually checked.
Vicky:Is there anything else I can help you with?
Kev:So it could be my phone?
Vicky:Will need to check the phone once as its already available on your phone.
Vicky:From where did you get the phone?
Vicky:Store or online.
Kev:Online
Vicky:Okay.
Vicky:Please can you tell me the 3rd and 5th character of your security answer?
Kev:*,*
Vicky:Perfect
Vicky:Please be connected while I transfer this chat to the repairs team.
Kev:Ok
info:We’re putting you through to the right person, won’t be long.
info:You're through to 'Swapnil'
Swapnil:I'll be happy to help you.
Kev:Hello
Swapnil:Let me check the above chat
Swapnil:Let me go through it.
Swapnil:Thanks for the information. Please give me a few minutes while I check this for you.
Kev:Cheers
Kev:I really don't think this is a job for your department though! 😞
Swapnil:Okay is that related to Guru concer?
Swapnil:concern*
Kev:Yeah, I was asking when the TuGo app would be udated so as Xperia S users can install it and then i'm through to repairs!
Kev:Hello?
Swapnil:Okay no worries, I'm sorry for the incorrect transfer made by Guru Vicky, Let me transfer you back to Guru.
Kev:Cheers
info:We’re putting you through to the right person, won’t be long.
info:You're through to 'Amrin'
Amrin:Hi Kev.
Amrin:I see that you have been transferred to pay monthly.
Amrin:Let me read your query.
Kev:I've already been transferred from here!
Amrin:Yes that's correct. I'm reading the query and just want to see why you have been transferred. If possible, I can help you with your query.
Amrin:Hold on for few minutes.
Kev:Cheers
Amrin:Cheers.
Amrin:Thanks for waiting.
Amrin:Do you want to know about the TU Go app?
Kev:Yes, As it is currently disabled for Xperia S users due to bugs that are being ironed out I was wondering if you had any idea as to when this update might be available so I can use the app
Amrin:I need to speak to our Guru team and confirm the details.
Kev:Ok
Amrin:Thanks for waiting.
Kev:No worries
Amrin:We have this app available for your phone.
Amrin:Use this link and can get the app on the phone:
Kev:Ok thanks
Amrin:You can check that now and let me know if it is useful.
Amrin:You're welcome.
Kev:Still say not compatible with my device (LT26i)
Amrin:Go to play store and check if you find this app on your phone?
Kev:It shows but it's not available as O2 have stopped Xperia S users from installing it until they fix the bugs in the current version. All I have been trying to find out is when this might be fixed
Amrin:Okay fine, let me recheck with them.
Kev:thanks, I was chatting to Guru, they then put me through to Repairs who then sent me to you!
Amrin:You're welcome.
Amrin:I've checked with our team and our technical team is working on this and it'll be fixed asap. We don't have a timescale but once it is fixed Kev, you'll get a text confirmation and you can use that link to download our TU GO app.
Amrin::)
Kev:Lovely, Thanks for helping!
Amrin:I can see the previous chat, I know you have been transferred incorrectly.
Amrin:Sorry about that 😞
Kev:;-/ lol
.gif)
