Why are O2 customer service so awful?

[MrBell]

Trying to leave O2 is like getting out of Hotel California. 
Customer services are completely rubbish! 

[pgn]

That is why the customer forum here has guides like this one, @MrBell - Guide: Cancelling Your Contract 

[Dunc]

If you get an answer to this let me know. I've been trying for almost 3 months

[Enlli]

@Dunc Just get a PAC or STAC code and give it to your new network

Simples

[Dunc]

It's not simple if you take out a contract and the courier looses your new iphone14 before its even delivered! Like I said I'm nearly 3 months into this dispute, I have no iPhone 14 and a 25G contract I'm getting billed for every month and every time I try and get a PAC code it tells me my early cancellation fee is £700+ quid even though I have been trying to cancel the whole thing well within my cooling off period and have no phone. Disgusting behaviour from O2 and it appears there is absolutely nobody competent enough in customer services to sort it out. If I behaved like this at work I would expect a fact find and disciplinary and I work for an extremely large communications company myself. 

[Dave59]

Totally agree with you they are useless you give them all the account information then they pass you on to a colleague to ask for all the information again 😡 and somehow I had the patience today to do it three times today and still got nowhere.

[Spenny]

Like most customer services, it does depend on who you get. Some are more knowledgeable, have come across what may be a very rare issue previously and know the fix and some just seem to care more. 

Personally have found O2 to be better just because of the forum.  Other networks CS match O2 in most ways but just have a much less active forum.

[Enlli]

Sad to say, we no longer have anyone on this forum who can chase this up for you.

[zuckoff]

I couldn’t agree more O2 are the worst customer service ever !!

[Oxonian]

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@zuckoff wrote:

I couldn’t agree more O2 are the worst customer service ever !!

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I am not sure about that @zuckoff ; the standard of Customer Service across the UK mobile network operators is mediocre.

If you look at the community forums of the other networks, you will soon get a flavour of what they are finding troublesome. And it is worth bearing in mind that O2 have many more customers than their competitors.

I am not defending O2, just saying that the competition is just as bad !