24 HOURS

[Anonymous]

I've just lost my phone and having called it, somebody picked up. This means that they may now be using my contract and Im not able to do anything about it because you dont have a 24 hour line. I want the handset block but that isn't happening right now, is it?

[jonsie]

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@Cleoriff wrote:

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@MI5 wrote:
I see no need for a different number.
90% of customers know 202 or 4445, just make it the first option on theIVR.

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Yes 90% of customers know the number....it's just a case of someone answering the phone (on those numbers) as a matter of urgency...

My banks all have a separate number for lost and stolen cards so I was working on that principle

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I agree. A dedicated number prominent on the website or some sort of message on the contact link. This is 2015, customers shouldn't need to search the community to be advised it's at the end of the ivr. Everyone is frustrated and have given up if it's not one of the main options.

[Toby]

Hi guys,

Thanks for your thoughts on this! I've shared them with the rest of the team. Just for context, the IVR is built in this way so that the Lost/Stolen team is not inundated with unrelated queries. If the Lost/Stolen option was based earlier in an IVR menu, this would increase the chances of unrelated queries blocking the team from actual urgent issues. The service is also available 24 hours a day.

We also protect members who are going through the Lost/Stolen process with a liability cap to ensure that any affects of unauthorised payments are as small as possible. 

[MI5]

But no one knows to stay on the line......?

[Cleoriff]

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@MI5 wrote:
But no one knows to stay on the line......?

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Exactly ....which is the whole point of getting it changed one way or another surely?

So if putting it first creates problems for O2...then it needs to have it's own designated number...?

[MI5]

Can't see why it would be a problem having it first on the IVR myself ?
Of course if there were more operatives to answer the calls quicker, customers wouldn't get so frustrated and press any number in the hope of speaking to someone, would they........

[jonsie]

If this is the situation, and it sounds like o2 won't be changing it, then there should be information on the website about staying online until the ivr has finished.

Incidentally I've just called from overseas on the free number and it's option 3.

[jonsie]

@Toby

Can you check whether this email address is still valid?

o2abroad@o2.com

EDIT : scratch that @Toby just got a reply

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