Compensation for wait times and why I'm leaving. So should you

[Anonymous]

Records:

Called yesterday: 15 minutes and no one picked up
Called again: Yet another 10 minutes
Web chat: 10 minutes before anyone responded then immediately disconnected.
Called today: 15 minutes on hold still no answer

How do I get compensation for a company that is charging its users to call in?! On top of this, having been with them for over 8 years, they do not even offer any deals on their products.

I have had enough of O2

EDIT: I would like to point out that I have to call from a Landline because there is no signal in my area. I have, for the past couple of years living in this new place been unable to receive and make calls from my mobile phone

[Cleoriff]

Good point @Anonymous  As I said earlier...no point staying with O2 if the service is so bad. All one asks if paying a hefty monthly fee for a contract..... is good value for money. This isn't the case here...Another provider is definitely the way to go.

Edit: if this was me..I would PAC my bag and go....as it were....

[Anonymous]

piperdog123

We live in a valley and from our neighbours reviews other companies seem to have marginal better performance for signal. The call use is on the bottom of my list in this case, as loyalty is my biggest issue.

Currently looking for a different provider, even though they offer no signal in my area. I will give them ago because of A. Better deals (total cost at end of contract) and B. Actually rewarding a customer for staying with them

[Anonymous]

Indeed you are right @Cleoriff. My thought though is that maybe the OP is in a so called "not spot" where there are no alternatives. I am guessing with this and hopefully the OP will come back and confirm either way. Otherwise why stay with a network you can't use? ??

[Anonymous]

Hi there @Anonymous 

Lot's of questions to answer

O2 retentions don't officially price match but if they can offer you another deal to try and meet your needs they might do it....unfortunately it does mean ringing 202.

As for the loss of service, if its a network fault O2 will refund you for it no problem and maybe give you some extra for the phone calls.  On that subject, if your phone is compatible, maybe you could download TUgo?

Failing all this if you want to leave on the same call to 202 they can give you the pac code.

Hope this helps

[Anonymous]

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@Anonymous wrote:

"You can try live chat to get your PAC code."

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@Anonymous

Try is the key word here. No doubt I will be waiting for another 15 minutes.

[Anonymous]

O2 do have TuGo to use on wifi if that's a help.

I wouldn't choose another network because of loyalty or lower tariff costs if you can't get signal. But that's just me.

[Cleoriff]

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@Anonymous wrote:

@Anonymous

We live in a valley and from our neighbours reviews other companies seem to have marginal better performance for signal. The call use is on the bottom of my list in this case, as loyalty is my biggest issue.

Currently looking for a different provider, even though they offer no signal in my area. I will give them ago because of A. Better deals (total cost at end of contract) and B. Actually rewarding a customer for staying with them

---

I didn't realise you lived in a valley and your signal was so poor with every provider @Anonymous  In that case follow @Anonymous advice. She works for O2 and provides good advice on the forum as and when...:smileywink:

[Anonymous]

If you have half decent broadband you could try Vodafone with their Vodafone Sure Signal box which gives you 3g through your broadband connection at home.

As mentioned above o2 offer TuGo also through wifi.

EE and 3 are bringing out something similar to TuGo too.

[Anonymous]

@Anonymous Hi there, another user mentioned that you work for O2.

If they don't match the deal and offer any compensation towards wasting my time on wait/hold, as well as bettering the deal then I will be leaving.

It is absolutely outrageous to think that I have been giving them money for soon to be 8 years and they don't show an ounce of gratitude.

Another user has mentioned that these issues are not even isolated to a few customers. That they are repeating time and again. 

If I knew that customer loyalty isn't rewarded would I have picked O2? NO.
If I knew that I would have to waste 10x the amount of time I needed a question answer on call would I pick O2? NO
If I knew their live chat took forever would I pick O2? NO.

I doubt they will be accepting of my proposal so I will be leaving.

If it saves me time, then I will just change my number. There is nothing more important to me than time. 

[Anonymous]

I'm sure one of the Uk Networks is offering 'calling over WiFi'

Edit : http://ee.co.uk/ee-and-me/network/wifi-calling

probably much better than an App !