No international service

[Dee-ess]

I am in africa and o2 obviously have put an international roaming bar on my business account because neither of the phones on my business account have any signal. I have borrowed someone else’s phone, twice at great expense, to try and get it sorted but O2 say everything is ok and cut me off. I cannot do anything else as we have no access now to any other comms than internet WiFi. And o2 don’t have a WhatsApp communications channel. I have tried all the handset measures to resolve but no joy. I suggest that 02 removed all our services when they renewed our contract last week but as they don’t have anyone that knows anything in the call centre I am stuck. Any ideas?

[pgn]

From 9am GMT, for O2 Business CS, @Dee-ess:

I want to talk to someone

Telephone numbers and contact hours

Business Customer Service Number Charges

From your O2 mobile	8222	Free
From a landline	0800 977 7337	Free
From abroad	+44 808 100 4439	Free

Opening times

Monday - Friday	08.00 - 20.00
Saturday & Sunday	09.00 - 17.00
Bank Holidays	09.00 - 17.00

If you're managed by a local partner please contact your partner

Limited service outside of these hours is available if you have lost or had your mobile phone stolen, or if you have a fault on your O2 landline.
Calls from abroad are free from an O2 Business mobile, other providers' charges may vary.

https://www.o2.co.uk/business/contact-us

[Dee-ess]

Still in a hold queue. Been trying since 9. Any other ideas?  I pay for all this hassle you know!

[Dee-ess]

Ok. Got through, explained the situation then the line went dead again, even though Skype says we are connected 2 hours totally  wasted again. I believe that the customer service are there with there feet up while mugs like me are connected. They have no intention of resolving issues, just avoiding work

[Dee-ess]

Is there an O2 exec that actually monitors this community?  If so call me on Skype Duncan.a.scott

[Dee-ess]

That is if I’m not on hold to one of your idiots!

[pgn]

---

@Dee-ess wrote:

Is there an O2 exec that actually monitors this community?  If so call me on Skype Duncan.a.scott

---

Nope, nobody here but us (l)users, @Dee-ess - all customers, who have been frustrated, like you, at the support from O2 on the phones and web chat (abysmal), and the overstretched social media team, etc.

The forum manager, @Dave-O2, is on here weekdays, and comes from the O2 Social Media team originally. Otherwise, just us - and business customers used to be well-serviced by their dedicated support, now it seems like all support calls go to the same support desks... 🫤

More on the change of command in last year here: https://community.o2.co.uk/t5/Welcome-News/Upcoming-Community-Changes/m-p/1645369/highlight/true#M40...

[Oxonian]

@Dee-ess 

O2 have a complaints procedure :-

How to Complain | Help | O2
https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)
https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, it is currently taking O2 some eight weeks to investigate and respond to complaints. In your position, I would not file a complaint as it will simply take too long.

There is occasional mention on this Community of members e-mailing O2's CEO direct and their complaint being passed to an "Executive Resolutions Team". This is all quite opaque but if you Google "O2 executive complaints team" you will find a "X" (Tweet) of 27 June 2023 from O2 to a customer by the name of Katy Evans that confirms the existence of that team and gives their contact details :-

This community's spam filters mean that I cannot post a link to the "Tweet" - sorry - but at least you now know what you are looking for !

Please keep us informed of developments. 👍

[Dee-ess]

Thanks to all non 02 people helping out but I have now given up I have so many other things to worry about in my life. I will change provider as soon as I am back in Europe. I would hate to think what the consequential and inconsequential losses have been caused for me by this problem. 

[Dee-ess]

The complaint is already started as part of a legal procedure.  Both with the ombudsman and O2