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

[Anonymous]

I'm a new O2 customer and am already regretting it....have been trying to "Live Chat" on and off for three or four days now and keep getting errors (without connecting) and other times get connected only to be disconnected within a minute or so. Honestly, it's driving me mad!

I tried calling them a few moments ago and got told to phone back because they were too busy! Customer service?

I CANNOT get in contact with them to ask a simple question about an item on my account. I wish I'd never signed up with them - worst thing I've ever done with respect to mobile phones.

[jonsie]

Frustrating. Anything we can help with?

[Anonymous]

Yeah, thanks. See my other thread about Buongiorno please.

[Anonymous]

I tried for ages to upgrade on the phone then tried live chat but nothing, no answer atall Sorry we are really busy. Not good enough. Cancelling my contract and good riddance

[jonsie]

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@Anonymous wrote:

I tried for ages to upgrade on the phone then tried live chat but nothing, no answer atall Sorry we are really busy. Not good enough. Cancelling my contract and good riddance

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I sympathise but the problem is that you will need to ring up to do that too.

[Anonymous]

The service is absolute rubbish. Been with them for so many years and not got any better.

[Anonymous]

Been waiting 2 hours in online chat to try and upgrade !!!!

[jonsie]

It's crazy, no one can seem to get through with the iphone queries. Personally I would upgrade instore but if you have decided to leave, you can't do that instore.

[MI5]

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@Anonymous wrote:

I tried for ages to upgrade on the phone then tried live chat but nothing, no answer atall Sorry we are really busy. Not good enough. Cancelling my contract and good riddance

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[jonsie]

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@MI5 wrote:

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@Anonymous wrote:

I tried for ages to upgrade on the phone then tried live chat but nothing, no answer atall Sorry we are really busy. Not good enough. Cancelling my contract and good riddance

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It will still take a phone call to leave....