on 03-01-2021 22:15
I would like to upgrade my phone and would like to use my current one for my kid with a new sim card.
Because of the current pandemic I've been trying to do this online---and it is absoutly impossible to get someone on the phone. A phone company has no phone number to call for help. HOW CRAZY. What is wrong with this picture?!?!?! O2, take some of the money you make (millions and millions of pounds) and HIRE MORE PEOPLE TO HELP YOUR CLIENTS!!!!!!!! It is simply unreal that a phone company does not offer a number that is answered quickly to offer help. Please fix this. PLEASE FIX THIS.
on 03-01-2021 22:21
Numbers here Guide: Coronavirus Community Help and Support
Advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to an advisor.
Press Upgrade, Lost/Stolen or Fraud if you have to.
on 03-01-2021 22:32
I have tried this. I was on hold for over 24 min then hung up on. I find it insane that your company does not offer a simple direct phone number to customer support staff to help with purchases and account info. You are a phone company with zero phone support. This is crazy. Take some of the millions of pounds your CEO makes and hire MORE PEOPLE AND START A HELP LINE. I wanted to purchase two phones and set up two new accounts and I've been trying for over two weeks to simply speak to an actual human person. Because of the pandemic many folks are not able to leave home (high risk) and can't go into a shop/store. Please explain why you don't make this process easier. Why don't you seriously hire more staff so that people can get help. Hire enough folks that you can have a help line where there is zero hold time and people actually walk away feeling less stressed and happy to be a part of the "O2 family". I'm at my end of understanding how you can be such a large phone company and not provide, clearly, boldly, easy to find a phone number. Very, very, very frustrated.
on 03-01-2021 22:36
You are confused I think. I agree with a lot of what you say, but no-one here works for O2. This is a community forum, made up of members like yourself. We can only advise you with info we have.
on 04-01-2021 15:10
Log into your account.
Choose upgrade and follow the steps.
Once that's done, you can either get a pay as you go sim or apply for a separate pay monthly sim.
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here