The contact form now appears to be the only way to send a message to O2 and as a result the who support process has become disjointed.
I opened a query a few days ago and had a response today, the response came from email@example.com and the footer on the email said I could contact them using that email address.
When I replied, however, I received the following:
Hello O2 Customer Thanks for your email. We can tell that you've not sent this email to us using the form on our website. Because we need some of your personal information to be able to answer your query, please can you click on the link below and complete the contact us form: https://www.o2.co.uk/apps/help/help The form you're going to fill in, will ask for all the details we need from you. We're doing this so that we can answer your query straight away. If we don't have the right personal information in your email, we'd have to email you back asking for it. This is because we need to make sure we're talking to the right person before we can answer any questions about someone's phone or account. Please be aware that we won't be replying to the email you've just sent us and please don't reply to this email as it's been automatically generated. Thanks again for emailing and we hope to hear from you soon. O2 Telefónica O2 UK Limited, Registered in England No 1743099. Registered Office: 260 Bath Road, Slough, Berkshire SL1 4DX
In other words, in the middle of an ongoing case I need to return to the "contact us" form repeatedly and I am unable to quote any of the message they have sent me as the text box isn't big enough. On top of that, because I have to use this form I have to enter all of my details every time I need to respond to them.
If anyone from O2 reads this can I suggest O2 rename Customer Service to Customer Disservice? It seems more apt now.
I am also looking for an email address to contact customer services as have recently moved to South africa and changed our contarct phones to PAYG to hold onto our numbers as we had both had them for 10+ years. The contact us takes you to a page that cant answer the questions and then only contact option is a phone number which due to cost dont really want to call. Just want a customer services email address to detail all of the issues that they need to solve......Please help
You can email from here:
It's also worth remembering you need to make a chargeable call at least every six months to keep the Pay and Go numbers active.
Track usage, upgrade and get support with the My O2 appDownload My O2