Voicemail nightmares

[Anonymous]

TL;DR my voicemail isn't working and it's proving very hard for O2 to fix.

So my voicemail suddenly stopped working.

No joy with 1760/1750 (just 3 beeps and call failed)

Spoke to a really helpful guy who got the network team to do some magic. Yay - got voicemail. Only trouble is EVERYTHING is going straight to voicemail.

Not ideal for a business phone.

Rang back. Not so helpful.

Two hours and 4 calls later I'm not a happy customer at all.

Various advice:

Take your sim card out and reboot the phone. 😂😂😂

It's Tugo.

I don't have Tugo.

Yes you do.

Repeat several times.

So I download the app, setup a new password etc and login to delete the Tugo account.

Still doesn't work.

Apparently I need to delete the app as well 😂😂😂

Delete the app.

Still doesn't work.

Speak to a "guru". Apparently I haven't deleted the account properly - even though I hit the only "delete account" button and the app said I had.

You need to download Tugo again.

I'm not very happy by this time.

Can I speak to someone else. I don't think that will work as it didn't work when I just did it two hours ago.

No. We are not allowed.

Can I speak to a supervisor.

No. It's a 24 hour call back.

Can I speak to the complaints dept?

Let me put you on you hold.

5 mins later - I'll open a case for you. We don't normally do this. They'll get back to you in 5 days.

So still no voicemail. Still pretty cheesed off.

Anyone else had terrible experiences with voicemail/Tugo and can suggest something before I go find another provider?

Cheers!

[MI5]

Clearly account related so only customer service can fix it for you.
Keep trying and good luck although a new provider might be your best option

[adamtemp64]

Any of the tips here of help https://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/Voicemail-not-kicking-in/td-p/895553 but persevering on the phone may be the only option 

[Eklevaya]

# O2 Customer service 

Perhaps you need to look at alternative service providers.

When not satisfied with the customer service representative - speaking to a supervisor / higher authority to escalate a matter is a fundamental right of any paying customer.

O2 's answer to that proposition is as an O2 customer you have 24 - 48 hours of waiting time when you request a call back from the manager/supervisor at O2.

then O2 claims - we are the best customer service !!! 

Eklevaya

[jonsie]

At one time that was true enough. Now sadly the networks are all on a par with each other.... 

[Anonymous]

Thanks guys - really helpful advice. Shame O2 first and second line weren't as good.

Third line called this morning and were great. Guy clearly knew what he was talking about.

Apparently the Tugo account had deleted on one system but not the other. Nothing I could do at my end. He had to take me off the network to fix.

Text book service recovery. Didn't let me go until resolved and tested. And didn't waste my time with stupid suggestions.

[MI5]

Glad it's sorted for now.
It was obviously something that needed to be done account side but as you've discovered, finding someone who knows what they are doing is half the battle!

[jonsie]

Glad you got it sorted. I need to sort my voice mail out because I can't disable it. I just don't have the will at the moment to start deleting the TU account and set it up again. Already tried signing out and deleting and reinstalling but to no avail. It's possible that it's down to having the app installed on two laptops that I have no access to for the foreseeable future so I may just have to leave voice mail enabled for now.

But as said, getting through to the right person is absolutely everything with O2 these days.

[Marjo]

Good afternoon @Anonymous! Welcome to our forum. Awesome to see the issue got sorted in the end!