Solved: Re: Phone not working in Japan

Anonymous · ‎06-04-2014

I am a furious customer who phoned O2 last week before I came abroad to Japan (where I am now) and checked with your customer services team that my phone will work in Japan where I need it to make important business calls and to get around the country.

I arrived yesterday and since then my phone does not work at all - I can access two networks manually, but neither connect and I get no service at all.

This is completely unacceptable and I need your help to sort the situation straight away.

In addition, until I found this online forum I had NO way of contacting you:

- You have no customer services email address
- Your online form I found just sent an automated response saying you have closed that service (why?)
- The time difference in Japan means that when I am at my hotel the 'online chat' option is closed
- And of course I cannot phone you because I have NO functioning phone.

PLEASE CONTACT ME ASAP to help me sort this urgent issue.
I am furious and will be seeking compensation for the huge amount of trouble this has caused.

darrengf · ‎06-04-2014

Hello @Anonymous Sorry you are not able to use the phone in Japan, but you mentioned you wanted O2 to get in touch with you ASAP. How do you want them to contact you as you said you have no connection?

As it's been said, the forum is all customer based and not O2.

I do however hope you do get what you need sorted, but roaming abroad isn't always guaranteed I'm afraid, no network will give 100% when roaming due to factors outside their control.

The only thing to do is try online chat which are open the longest and see if they can help, I am aware of the time difference, but if you need it sorting, it's the only thing that you can do.

Before however you take your upset out of the person you speak to, let them see if they can help first. For your upset etc, write a complaint to customer care.

There is one possibility you may be able to use and activate an App called TUGO, I think you are supposed to activated it in UK, but it worth a try if you can and possible.

If you have a android or iPhone and on Contract ( Not business or PAYG ) you may want to download the Tu Go app which will work over wifi if you can connect to one there.
The app will allow you to make and receive calls and SMS in Japan as long as you are on wifi until you get your phone sorted.

I really do however hope you get it sorted and it doesn't ruin your trip to Japan

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Anonymous · ‎06-04-2014

Hello @Anonymous I wish I could help but im just a customer like u self I will try my best 2 give u advice...I think u should call them from a friends phone or try to contact o2 by using ur hotels room telephone apart from that I'm not sure .....

Anonymous · ‎06-04-2014

+44 844 809 0202 call O2 customer services and explain to them ur situation hopefully they will help u

jonsie · ‎06-04-2014

If you are pay monthly you should be able to use your phone ok according to the international pages.

When in: Calling:

Making calls - per minute	£1.50
Receiving calls - per minute	£1.25
Sending texts - per message	40p

Unfortunately if you are P&G O2 do not have roaming agreements with the Japenese networks. so you cannot use your phone. If your phone is unlocked then maybe a local simcard would be better for you.

We are all customers here on the Community and no one has access to your accounts. Only customer service can help you and they will not see or respond to any request via these pages. It would seem that your best option would be the Chat help if you can possibly contact them. I realise the time difference of +8 hours but hopefully you can contact them later today.

Official Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

Anonymous · ‎06-04-2014

Hi and welcome to the community.

Just a thought but when you bought your phone and set up your account with o2 you didn't have a bar on the account for premium and international calls did you?

If so that might explain your issue in which case you would need to speak to o2 to get the bar lifted?

Alternatively whilst you are abroad we assume there has been no issue with your payments? (I feel sure this isn't the issue but just looking at all options to help you?

Anonymous · ‎06-04-2014

I assume you are pay monthly?

Anonymous · ‎06-04-2014

If you have access to wifi in the short term whilst you sort this out might be worth downloading tugo? Although that said I think you may need to receive a text to start using that service.

Are you receiving texts?

jonsie · ‎06-04-2014

Until we know whether the OP is contract or PAYG it's difficult to offer further advice.

Official Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

Anonymous · ‎06-04-2014

Yes that piece of information is rather important

Anonymous · ‎06-04-2014

Well @Anonymous perhaps I will treat you to a crystal ball for Christmas 😃.

Seriously though we want to help the OP and I suspect the lack of response is either due to time difference or the OP has signal which would be fab.

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