Covid-19

[Gazz]

Anyone know what o2 are doing for those who can't afford their bill due to the government shutting down businesses.
I'm a chef and now have no idea when I'll have any money income if they are going to be paying 80% of wages.

[Cleoriff]

@J2B 

The problem is, like everyone else O2 are running a limited service. Systems are down as well as staff levels. All we can do on the community forum  is give you the advice we were told to give.

Apologies on their behalf.

[J2B]

@Cleoriff Are you saying that the official advice is they would be willing to do everything they can at the moment to help out? If that is the official advice I will call back again tomorrow and press a little harder, and I can be very persistant when I need to be!

[MI5]

@J2B 

The only official advice is from O2. 

We are just customers like yourself.

O2 have since removed the highlighted comments and just say to call if in difficulty.

[J2B]

Thanks @MI5 that explains why I couldn't see the same advice on the website as was showing on the forum. I think I will still call up and see if they will budge, they're not being that helpful at the moment seeing how difficult the situation is for many people, or that;s how it can across to me in 2 phone calls.

[MI5]

There's a lot they could do to help, but knowing O2, it will be like getting blood from a stone!

[Cleoriff]

@J2B 

As we are customers like you, all I can say is we work from advice given to the community from O2.

That has not been amended at all this week.

So we are probably working with outdated information. That's not our fault. Annoying nonetheless!

Edited to add. It HAS been amended as of yesterday. No-one informed us. I have just gone back and reread the statement now. !!!

[J2B]

Thanks guys, I'll see if that stone will bleed. At least I know they have said they will do all the can to help, even if they didn't really mean it.
I'll have to cancel the DD anyway but I'd rather it was officially done and didn't get messy. Don't really want to spoil a clean credit rating but it's been a real shock to us how quickly things can change.

[MI5]

Best wishes @J2B and let us know how you get on please.

[J2B]

Just to update.

I called today. still using the 0800 number, and was put through to customer services and not the payments team.  I was told I had to wait until my bill was due for payment and then call in, another 10 days.  After explaining my situation he said he would put me though to the paymentsa team there and then but I was cut off.  No idea if that was deliberate or an issue with the system but it wasn't that helpful.

Is there an email address I can contact someone reasonably high up to ask they consider making it easy for their customers who are struggling at the moment? I'm just being told to wait and all the time it is delayed it is costing money that I don't have coming in.

[MI5]

You can Google for the email of the CEO.