O2's Customer Service

[Anonymous]

Morning all,
yesterday i had a pretty tough day with O2. ive had my phone contract with them for many years and have never ever had a problem......until now....
after trawling the internet for home broadband deals i decided to go on to the O2 website and see what they could offer me. A couple of deals looked reasonable, then a pop up chat came up with a guru called #### offering to help at around 2pm, i gave him my postcode and he said the coverage for my area wasn't included in the decent packages and i would have to take out an access package for £30 per month. I said can you sort me a deal out to get this a bit cheaper seems as though ive been with you since the dark ages?? He said no, i mentioned in joke that he wasn't a very good guru, we ended the conversation then.....
an hour later i was trying to send a text on my phone, it wouldn't send. then i tried to ring someone, it saud number barred. at first i thought the local network server may have been down so i just kept trying every 15 minutes to see if i was back in business..... 3 hours later still nothing.
i logged on to O2's website, searched around for a bit then the pop up chat window came up with a girl called cassie here to help....
she checked my account and said "you placed a bar on your phone at 2pm"....
i said ive never done such a thing....why would i do that??!!
then it hit me....guru ### had barred my phone!! the other operator #### couldn't stop apologising, probably out of sheer embarrassment as well, she unbarred my phone and apologised for her colleague.
i was livid!! i have requested the transcript of my conversation with guru paul as im going to take it further, its very childish and unprofessional of him and i want action to be taken and some form of compensation for the inconvienience he has caused me.
i had a lot of respect for O2, until i crossed paths with guru #### ......

[adamtemp64]

If you are unhappy and normal customer services have not resolved the issue to your satisfaction you can use the complaint review service.
Out of politness I would edit out the gurus name as the moderators will not like this.
Complaints review service info here http://bit.ly/ooDs2B

[Anonymous]

If you are unhappy and normal customer services have not resolved the issue to your satisfaction you can use the complaint review service.
Out of politness I would edit out the gurus name as the moderators will not like this.
Complaints review service info here http://bit.ly/ooDs2B

Im just waiting for the transcripts to be e-mailed to me, they said it could take up to 24 hours. i bet im still waiting next week.............!!

[Anonymous]

Is your complaint that after you insulted a member of the broadband team, they placed a bar on your phone?
If so I would follow the Complaints Review procedure.
I'm a bit unsure of a few things, not doubting you its probably just the way you wrote it. Would a member of the broadband team be able to bar your phone? Can it be done that quickly? Also, the transcript of the chat is automatically sent, so why does it need to be sent again.

[Anonymous]

Is your complaint that after you insulted a member of the broadband team, they placed a bar on your phone?
If so I would follow the Complaints Review procedure.
I'm a bit unsure of a few things, not doubting you its probably just the way you wrote it. Would a member of the broadband team be able to bar your phone? Can it be done that quickly? Also, the transcript of the chat is automatically sent, so why does it need to be sent again.

im going to follow the procedure yes, but i haven't got the transcript from my conversation with the member of staff that led to my phone being barred. is there anywhere on the O2 site i can visit my previous chat history? the transcript hasn't been automatically sent???

[Anonymous]

Don't you need to make a subject access request to get access to this kind of thing? Those can take up to 40 days

[Anonymous]

Don't you need to make a subject access request to get access to this kind of thing? Those can take up to 40 days

i went on the O2 chat again and a woman has sent it again and it came straight through! so much for me having to wait 24 hours, it really cheeses me off when one member of staff says one thing and then another says something different!
anyway complaint sent lets see what happens....

[Anonymous]

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

[Anonymous]

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

Or it was a restriction due to go on the account anyway.

[Anonymous]

"let's see what freebie/goodwill gesture I can get out of them"
An apology seems to mean nothing these days.
I'm more inclined to think that the first agent barred the account in error rather than placing it through malice, despite your unwarranted insult.

"let's see what freebie/goodwill gesture I can get out of them"
at what point in my posts have i wrote this comment????