O2 Dreadful customer service

[Anonymous]

Having been with O2 I am glad to hear I can finally leave. O2 customer service has always been bad but I stayed with them simply because I use Visual Voicemail and when I oreviously moved to Vodafone, I missed it. However now EE have not only far better coverage but also VVM. The only problem now is getting through the dreadful hold queue. I spent around 2 hours last week getting a PAC code but since I has not arrived, I have had to call back. 15 minutes on hold resulted in an appology but they have lost my request. I have now been on hold for 46 minutes.

When you get through to O2's automated call direction system, you hear that they are unusually busy and hold tiomes are longer trhan expected. This is simply a lie. Every time you call them, you hear the same infuruating message. If you hear this every time, then surely this cannot be unexpected, thus they are either incompetant or telling porkies!

Anyway, I can put up with holding, as long as it results in my PAC code and not having to deal with this bunch of idiots again.

53 minutes and still holding.

[Anonymous]

DREADFUL 02 'CUSTOMER SERVICE' is an under-statement.

I rang on the 0844 number at a cost of around 10p per minute and over an HOUR later, I'm still on hold...  

I also tried using CHAT to occupy my mind and maybe get a quicker response using that route, but guess what ... 40 minutes later, still waiting in another queue.  

I'm going to be cancelling both my O2 acoounts and first thing tomorrow, call OFCOM to report this situation.  It is wholly unacceptable and poor service - in stark contrast by the way to another provider I'm moving to, which answered its phones in less than 5 mins and on chat in less than one minute.

Sooner I get my PAC codes from O2, the better !

[MI5]

Why not just dial the free 202 number from your mobile?

[Cleoriff]

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@MI5 wrote:
Why not just dial the free 202 number from your mobile?

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I was going to ask the same question but thought I must be missing something...

[MI5]

We both could be....?

[jonsie]

Perhaps a problem with the mobile or account. Must be a very logical reason....

[Anonymous]

Just concluded my call after around 80 mins on hold. Very helpful guy, but I'm simply not prepared to be kept waiting for "customer service" for that long. I've cancelled both my O2 accounts and moving to another provider, which by the way provides better coverage here, better customer service by far and is cheaper! Goodbye O2 !!

[Cleoriff]

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@Anonymous wrote:
Just concluded my call after around 80mins on hold. Very helpful guy, but I'm simply not prepared to be kept waiting for "customer service" for that long. I've cancelled both myO2 accounts and moving to another provider, which by the way provides better coverage here, better customer service by far and is cheaper! GoodbyeO2 !!

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Oh dear...another dissatisfied customer. Very poor show O2...:smileysad:

[Anonymous]

That is a long time to be on hold 😞

I assume you've pre checked alternative networks via Payg sims to ensure you get good signal.

And you've thought about unlocking your current phone to work in other networks

http://community.o2.co.uk/t5/Other-Products-Services/Unlocking-an-O2-phone-to-use-a-different-SIM-ca...

Unlock form https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

[MI5]

If it works better for you it makes sense....
Good luck

[jonsie]

It's just crazy the way they are ruining their reputation rather than making alternate arrangements for the increased volume of calls every year at this time. Most people are already angry and frustrated before they actually speak to an adviser. I do feel sorry for them and the customers.