Scam live chat

[Mk24]

Hi there

Has anyone come across being scammed on the O2 live chat?

[Bambino]

That's a new one, @Mk24. What occurred to make you think it was a scam?

[madasaf1sh]

@Mk24 

Very difficult unless you have gone to a fake o2 website, and would be a new one...

Can you provide more details at all??

[Mk24]

Hi

I was trying to upgrade through the live chat  I went through the security then was asked for the one time pass code. Then apparently my address needed to be updated. Then I received   a text to say my number had changed on the account. When I asked during the chat about this they said it was just a glitch on the system as they had updated my address. I ended up ending the chat as it felt odd. Will try to call them tomorrow and see.

[Bambino]

@Mk24 If it was you who initiated the chat it's highly unlikely that it's a scam. Were you able to keep a transcript of the chat? If you didn't feel comfortable, then you did the right thing. Call customer service tomorrow, or you can contact O2 via social media: 

Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[adec]

If you initiated the chat on an o2.co.uk website.. then highly unlikely - not impossible - but highly unlikely it was a scam ... you were chatting with a person so the transcript you mentioned sounds feasable.. as you felt unsure tho.. good move ending the chat, and yes call them tomorrow... 

I don't think you have anything to be worried about tho.. 

[Mk24 · Accepted solution]

Hi All

I spoke with O2 today and the live chat was legitimate, but they apparently did ask me some unnecessary questions.  Managed to upgrade on an even better deal! I guess its hard to know at times with so many scams about, but i just had to go with my gut just in case, as i do know lots of people have been having phone contracts being opened on their names.  Thanks all for your help

[Trebor65]

The worry continues. Yes, it's via a My O2 chat with an agent but it still feels very scam like even though I initiated it! You worry that they've somehow intercepted the live chat. Looking up this question gave me confidence to continue, so thank you. The problem is that Telefonica use a third-party, so they have to double check everything.

[madasaf1sh]

@Trebor65 

Every company uses a 3rd party application usually liveperson, but o2 I think use something like ServiceNow or Zendesk. 

And yes o2 contact centres are all outsourced in o2's case to Teleperformance in the Philippines and Capita in other locations