Why Don't O2 Want To Keep Their Customers

[Anonymous]

My contract ran out on April so I rang them to speak about my options.

I said I have a phone I like so looking for a SIM only deal.

All they were prepared to offer me was the same deal as Joe Public can get, ie the exact same as listed here https://www.o2.co.uk/shop/simplicity/#/tariffs

Last time my contract expired they offered me a nice cash credit as again I was happy with my phone and only wanted a SIM only deal. This time they didn't even try, and essentially said take it or leave it.

Doesn't bother me in the slightest as I can better a better minutes allowance, same (unlimited) text allowance and better data allowance elsewhere, plus other benefits that O2 don't offer.

Just wondered if this was common practice?

My son is with Vodafone and they literally bent over backwards trying to get him to stay.

[MI5]

It depends who answers the phone.
Deals are available so would be worth trying again if you want to stay with o2.

[jonsie]

That's the way it is these days. Quite a few people on here have loyalty discounts, myself vincluded. Sadly it does depend on who you speak to in retentions. Shouldn't be so but....

[Anonymous]

They now class it as a fair deal policy, every customer whether new or existing gets the same

[Cleoriff]

It honestly depends who you talk to. I got a very good deal with my first contract. Also a follow up call to check everything was fine...

[Anonymous]

Yeah, that's easier said than done - I've so far spent a total of 2 hours waiting to get through to someone.

[Anonymous]

You just have to persevere

[jonsie · Accepted solution]

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@Anonymous wrote:

Yeah, that's easier said than done - I've so far spent a total of 2 hours waiting to get through to someone.

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This problem is getting worse from reports on here. Holiday time maybe but they really need to look at customer service or they won't be receiving plaudits when the satisfaction surveys are published. There is only so long a person will wait before patience is exhausted. Pity the poor adviser when someone finally gets through because customers  are already angry and frustrated

[Anonymous]

I'm only going to try again once more, then they'll lose me as a customer.

They obviously don't want to keep me so I'll quite happily leave and get the better deal that I've already seen elsewhere.

[jonsie]

Please check signal with a payandgo sim before you commit to a contract or check with friends.