Phone not working in Japan

[Anonymous]

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.

[Anonymous]

Will look forward to that mate

[darrengf · Accepted solution]

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

[jonsie]

You can activate TuGo overseas but you need to be able to receive the activation text which as far as we know the OP won't be able to receive.

[darrengf]

That's what I thought, then the only way is to speak to O2 via chat or call.

We will have to see what happens.

To be continued...