The Official Live Chat Feedback thread

[Toby]

Hi guys,

Many of you have no doubt used the O2’s ‘chat’ service from time to time for all kinds of support queries. We also held a Virtual Interview recently with Richard Clarke, our Head of our Digital Service, where he answered some great questions from you.

Off the back of this session, we thought it was great opportunity to hear from you on how you think the chat service is doing and if there is anything we can do better in terms of resolution time, accuracy of info and the general experience. This has been done before on the community for TU Go and its incredibly useful for the team to hear about what’s going well with the service, what can be improved and if you have great ideas.

This is your chance to get have your voice heard and we’ll do our best to report back with changes and improvements that we make based on your suggestions.

While this is an open discussion there are some guidelines that you need to keep in mind when you make a comment:

- If you want to sort out a personal query, please create a thread in the community and you’ll get some great advice from other members. Any personal query posts will be moved and a thread will be created for them.

- Please do not mention any chat advisors by name. If they are posted, they will be edited.

- If you have a transcript of a chat session that helps with your point, please try to avoid using them and instead make a comment on the experience itself. If a transcript is absolutely essential, please only post what you need to (i.e. a few sentences).

I really look forward to hearing from you and what can be done off of the back of your suggestions.

Toby

[MI5]

Just to correct the inaccuracies in your post, the O2 lost and stolen line is open 24 hours a day.
There is a simple simswap form online that is also available 24 hours a day, and finally the problem lies in that the old sim could still be used whilst the sim swap is in progress as it's not an "instant" action.
Sorry but your idea is pants for a contract sim

PS, Thanks but we are fully aware of what the sim swap process does.

[Anonymous]

@M15 whats the difference between payg and contract ? Answer one is used by normal person and the other by someone who is complete idiot hope that helps

i will leave it to you to figure which is which , my payg has 1000 mins cross network unlimited internet and texts and costs less than 3 coffee at starbucks

Anyway its clear now why you dont have a idea section , i will leave you to continue with the chat feedback , which was really helpful 😞

[MI5]

Yep, it would be great if you could, thanks anyway

[Anonymous]

Its not instant but it quite easily could be

And the simswap sends a text to the phone thats been stolen thats pants good bye

[perksie]

Wow, four posts and you've solved everyone's issues with stolen phones, well done!

Your ideas will be ignored though for obvious reasons.

[Anonymous]

Hmmm so barring a phone and sim is instant but swapping a sim takes upto 24hour lol something is amiss there and the poor customer on contact has to wait for a replacement for upto 3 days not much good is it

[Anonymous]

@perksie ‘don't' you made a big enough fool of your self already with you replies without proving the point lol 💤

[perksie]

If I had a pound for everyone who came on here and thought they could run this business better than it is now I'd be worth a fortune.

It's plainly clear who the fool is here so I'll leave you to your fantasies!

[MI5]

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@Anonymous wrote:
Hmmm so barring a phone and sim is instant but swapping a sim takes upto 24hour lol something is amiss there and the poor customer on contact has to wait for a replacement for upto 3 days not much good is it

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You can walk into an o2 shop and walk out with a working sim, no need to wait anything like 3 days at all.

You would be a great asset to this forum if only you would get your info correct before posting 

[Anonymous]

Hi Toby,

I have looked for a place where I can give positive feedback (something I don't do very often).  I'd like to share with you that I called o2 customer service - disconnection as I had experienced larger than normal bills.  My other family members seemed to have better deals and I always had extras.  Anyway I talked first to a female who confused me totally (I'm not a technical person so I don't blame her) I ended the call and called back later.  I was connected to a lovely guy called Mark who had the patience of a saint, great sense of humour and talked in basic one syllable layman terms.  He explained why I had extra charges which were my fault completely and gave me tips on how to avoid then them in the future.  I felt totally at ease and not in the slightest bit stupid asking him 101 questions.  In the end I opted to stay with o2 and extend my contract, which incidentally, is now cheaper than before.  Hats off to Mark who is a credit to the company.  He certainly gave me the confidence to call again for advice and assistance rather that just freak out at home when my phone drives me nuts.  Thanks again Mark.

Helen