Honest and legitimate feedback, awful customer service Unknown/Private Numbers

[simon320]

I felt I had to write this because of how awful I'm being treated by o2 after being a customer for decades. Hopefully a warning to other customers and people online.

My experience with o2 over the last 2 months has made me want to leave but fearful that o2 might not even get that right....

What I've had happen:

I switched from a physical SIM to eSIM and all my incoming numbers starting coming in as Private Number.

I called o2 and got an incident raised, 2 weeks later with no contact from o2 it still wasn't fixed. So I called and escalated the incident, being advised that someone would be in contact 5 days later. Then, 7 days later and still no contact from o2 I call up again and raise a complaint, again being advised someone would call back within 5 days.... Guess what.... no call back. So I try raising a complaint via the online email address and again get a response back someone will be in contact in 7 days.... still nothing. I called again and they ensured me a new SM with the Caller Identity Service already enabled would work.. did it heck, still no ID. I then phone up and demand to speak to a supervisor who ensured me someone would call back in 24hrs... I'm now a week later and still had no contact. I'd think they didn't have my number BUT ITS MY SIM PROVIDER!!

I know it's the SIM as switching out my Work SIM into my phone changing no settings during the switch results in getting the Caller ID.

At this point I'm utterly stummed how I'm meant to proceed to get the issue sorted.... I just want to know who's calling... What's worse is I got a call from "o2" today and I thought yaay they've decided to call me back. to find it was a scam call... SCAMMERS ARE CONTACTING ME MORE THAN O2!!!!

[pgn]

You need to persist with O2 - try them via Social Media, @simon320 - link just below this post has the ways.

You may need to get them to completely tear down and reprovision your account, OR get them to add this CLI bolt-on:

It may take several nudges over a couple of days to get them to start working on your issue, so be persistent. Good luck, @simon320.

[simon320]

@pgn Thank you, the CLI is the caller ID service I've tried having Customer Service look for, they just can't seem to find the Bolt On to add to my account. Even on a new SIM. It's awful....

You mention contact them via Social Media? How? Facebook doesn't allow you to post directly?

[Cleoriff]

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@simon320 wrote:

@pgn Thank you, the CLI is the caller ID service I've tried having Customer Service look for, they just can't seem to find the Bolt On to add to my account. Even on a new SIM. It's awful....

You mention contact them via Social Media? How? Facebook doesn't allow you to post directly?

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@simon320

These are the links for social media :

(Once on the FB site, I use FB MESSENGER to send O2 a Direct Message.)

 Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)

As @pgn says, you have to give them a nudge a few times but they really are better at problem solving.