Poor live chat re contract experience

[Matt-edwards]

Hi I'm not usually one to make complaints, but my experience tonight while trying to upgrade through live chat was one of the most shocking I've ever had with o2.

Now to start let me make it clear I have used live chat on many occasions, and have always found it helpful. And the operators polite and professional.

To keep the story short I asked about an upgrade to one of my lines. I mentioned I had found a deal that was just £5 a month cheaper with carphone warehouse on o2, he said he couldn't match it so to take a new contract with them and get my number switched over. When I asked if I could just upgrade through carphone warehouse I was told no, it had to be a new contract.

So having been told I needed a new contract I decided I could get a much better deal for the phone I wanted with a different network, so I asked for my number to be cancelled. During our chat I asked 5 times for it to be cancelled and and kept getting replies side stepping the request. I was even given the phone numbers and postal address to cancel but the agent would not cancel.

So after 45 minutes from initially starting the chat and repeated requests to end my contract I gave up. I will just phone up tomorrow and get it cancelled but just wanted to vent and share my issues with o2 customer services.

I think after today's experience I will be very tempted to move my 5 numbers to a different network as they come to an end over the next couple of months.

[MI5]

I'm not even sure you can cancel through live chat, can you?
We have a cancelling help thread here anyway https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...

[Cleoriff]

In fairness to the live chat operative they can't cancel your contract.(Unless this is another change we haven't been informed of)  Though why he didn't tell you that I have absolutely no idea. You have to follow the cancellation process in the guide posted above.

[MI5]

Yeah, I didn't think you could, but better communication would have saved the frustration.

[Matt-edwards]

Hi thanks for the link regarding cancelling, is it new that you can't cancel on live chat? As I have personally done it before. Last time I was told it would cost x amount for the notice period or change it to pay as you go which would be free. i opted for the pay as you go option, and received a new SIM and letter saying it had been switched. And my payments ended.

[Anonymous]

I thought you couldn't cancel via live chat? I thought it had to be done by calling or writing

[Cleoriff]

 @Matt-edwards. If you can cancel via live chat it is something we are unaware of. That cancellation thread was written some time ago but we have never advised anyone to use live chat to cancel I personally didn't think it was possible. Normally you have to give 30 days notice and pay off outstanding balance if any remains on your account.. All has to be done via customer services?

[MI5]

As far as I know, many have tried via live chat and failed.

[Cleoriff]

Having just checked O2's official guide... it does show the contact us link...which then takes you to CS via phone AND Live chat http://www.o2.co.uk/help/account-and-billing/leaving-o2

So if live chat are able to cancel contracts this is something we need clarification on @Toby?

(and the community guide will need updating...)

[MI5]

If I was cancelling via live chat I would just request my PAC, which they can give you, then when I used the PAC my contract would cancel immediately anyway.