Poor live chat re contract experience - Page 3

Matt-edwards · ‎04-02-2017

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.

Cleoriff · ‎05-02-2017

I wouldn't even be mentioning it (again and again) lol...if the OP of this thread @Matt-edwards hadn't expressed surprise about Live Chat not being an option...as he had used them to cancel a contract

Veritas Numquam Perit

Anonymous · ‎05-02-2017

Another thing Is that is the contract really cancelled

MI5 · ‎05-02-2017

@Cleoriff wrote:
I wouldn't even be mentioning it (again and again) lol...if the OP of this thread @Matt-edwards hadn't expressed surprise about Live Chat not being an option...as he had used them to cancel a contract

I do think the distinction needs to be made between obtaining a PAC (which ultimately leads to cancellation), transferring a contract to PAYG and direct cancellation.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎05-02-2017

@MI5 wrote:
@Cleoriff wrote:
I wouldn't even be mentioning it (again and again) lol...if the OP of this thread @Matt-edwards hadn't expressed surprise about Live Chat not being an option...as he had used them to cancel a contract
I do think the distinction needs to be made between obtaining a PAC (which ultimately leads to cancellation), transferring a contract to PAYG and direct cancellation.

Of course I realise that. As it happened the Op chose to transfer to payg which is probably why live chat could deal with it. Had he picked another route it may have been impossible. Bottom line he 'cancelled his contract via live chat'...(from that perspective)

Veritas Numquam Perit

MI5 · ‎05-02-2017

Exactly, which is why I said we need the distinction to be understood properly.
I think we all agree there are 2 ways you can "cancel" via live chat, but it's the third that's in question.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Toby · ‎06-02-2017

Hi guys,
I'll get it clarified for you

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

MI5 · ‎06-02-2017

Cheers Toby.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎06-02-2017

Thanks @Toby. (Sorry for late response. I have travelled 1500 miles since I posted the above...so am playing catch up)

Veritas Numquam Perit

Matt-edwards · ‎06-02-2017

So to update i decided to give live chat another go, I was connected to a very polite agent called sabi. I enquired about cancelling my number and if its possible to do on live chat, it is indeed possible and was done in only 5 minutes.

While I was talking to her I asked some questions to get clarification regarding cancelling on live chat. it was confirmed that the initial agents have to connect to cancellations/ recontract team, then if the contract is refresh and the device plan paid off they can cancel it straight away with 30 days notice, if there is still a balance owing on the phone plan you need to call 202 to pay off the remainder as they can not take payment details over the live chat. After which they can cancel as above.

Hope this helps anyone else in my situation.

I would also like to say what a polite and professional agent sabi was such a stark contrast to my previous experience.

Cleoriff · ‎06-02-2017

So basically Live chat can do it if there is no outstanding balance then @Matt-edwards?

Interesting and thanks for getting that information..:smileywink:

Edited to add...I am sure @Toby will pass on your comments regarding Sabi...good to hear.

Veritas Numquam Perit