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]

Maybe I should have read the warnings on that thread before asking for a replacement!  

Though it is really the poor online customer service I am highlighting in this thread rather than the poor repair service.  I'm sure that if I had used the phone lines my experience (apart from the actual faulty phones) would have been much better.

I am on a Business contract, and one of the advantages of that should be next day replacement of faulty phones - sending it away to the manufacturer for a week or two might be a better way to get it fixed, but I don't really want to be without a working phone for that long.  Having actually read my T&C, I'm not even allowed to do it without O2's permission as they still technically own the phone.

[adamtemp64]

If you are on a business contract As I am I would never use live chat 8002 all the time from any o2 mobile or 0800 977 7337 free from a landline

[Anonymous]

I will certainly not be using live chat again.  I always hated the incessant popups on the website but eventually gave in and actually used one.  It all seemed fine at first, but turned out to be a big mistake.

I have always found telephone support for business contracts to be excellent.  I wonder if my live chat experience is more like what consumer contract customers have to put up with.

[adamtemp64]

I would ring today and see if you can get this sorted.

[Anonymous]

Hi i have just used your live chat and it was a excellent service the agent i chatted with Arvin was very clear and gave concise answers .
The only problem was he could not point me to a area where i could suggest a idea , about the barring of my phone.

I believe you have a service that allows a user to bar there phones imei if lost or stolen , this inturn also bars the users sim rendering the user without a number

I also believe you have a service that allows a simswap from one sim to another which could be used when moving from a micro/standard sim to a nano .

Bearing in mind there is a timescale involved where a user bars the phone under the lost stolen process which renders the user phone and numberless for a period of time until a new sim / replacement is posted to the person.

What i would like to suggest is a option to bar only my phones imei. And not the sim , when a user has a spare o2 sim at home.
The user could then perfom a sim swap at home/o2 shop and use his same number in any other phone at there disposel.
Resulting in no loss/little loss of service to customer. And saving o2 techs time and o2 money in posting replacements.
By offering a choice to bar only the phone and not phone and sim when barring the iemi.
You can see this idea in detail here
> http://community.giffgaff.com/t5/Submit-Great-giffgaff-Ideas/Bar-my-phone-option/idi-p/9611764

[adamtemp64]

1 the sim is barred to prevent a bill being run up

2 if you have a spare sim I am sure that this can be accociated with you account by customer service at the time of reporting the loss so no down time.

[perksie]

---

@Anonymous wrote:
What i would like to suggest is a option to bar only my phones imei. And not the sim , when a user has a spare o2 sim at home.
The user could then perfom a sim swap at home/o2 shop and use his same number in any other phone at there disposel.

---

That is not going to happen ever, the sim can be used by a thief to run up bills running into thousands of pounds until it is blocked.

[MI5]

You are making your comparison and assumptions based on a suggestion on a PAYG network where the worst that can happen is a thief will use up all the credit. Contracts sim's can be used to run bills into £1000's

[perksie]

We have seen the posts begging O2 to reduce the bills on here when phones have been stolen or lost and the sim not blocked as they couldn't be bothered to call O2 immediately.

A stolen phone can be worth more than a stolen credit card.

[Anonymous]

@Perksie
Perhaps you guys don't know but a sim swap renders the sim in the lost stolen phone to be de activated , so it serves the same purpose as barring both , phone and sim if the person is capable of doing the simswap.

The problem lies with o2 not providing a simple option to do a sim swap online 24hours

If they had that option it would be straight forward to have continued use of your phone number.

As for your comments about begging for a bill to be reduced yes it could happen as o2 dont open till 8 and shut at 10