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.

[Matt-edwards]

It would seem so and pretty efficient too as the number has already gone from inside myo2.

It also has the added benefit of having the chat transcript emailed as proof should anything go wrong

[MI5]

Thanks for the clarification.

[Cleoriff]

@MI5Cancelling contract guide definitely needs amendment now then. (No I aint offering...Never cancelled an O2 contract in my life...)

[MI5]

Yes, I can do that later.....

[Cleoriff]

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@MI5 wrote:
Yes, I can do that later.....

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Great...send it to me for approval.....Mwhahahahaha. (Joking joking joking)

[MI5]

For sure

[Toby]

Hi guys,

Live Chat can provide PAC codes for Pay Monthly customers, but not PAYG.

If a customer is heading to another provider but on the same network (i.e. Carphone Warehouse), this would require a migration, rather than normal change over. 

@Matt-edwards, please get in contact with customer service about this if you need more help

[MI5]

@Toby we know about PAC but the question was relating to cancelling a contract directly without taking a PAC.

[Cleoriff]

@Tobypost 29 of this thread @Matt-edwards said this...

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.

https://community.o2.co.uk/t5/Discussions-Feedback/Poor-live-chat-re-contract-experience/m-p/1037491...

This indicates that if the contract is paid in full with no outstanding balance it can be cancelled by live chat ?

[Toby]

Ah ok, sorry all, got the wrong end of the stick