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- 13532 Posts
- 106 Topics
- 309 Solutions
It does look bad by that screen shot. Within 3 seconds he apologised and asked if there was anything else.... And within 3 secs disconnected leaving you no chance to retort.
Of all the things I see on here, the chat service is easily the most complained about. I'll give you the same advice I have seen others give out in similar cases.
Contact customer services by phone on 202 and select billing and payments then select queries regarding your bill. In cases regarding billing I would always speak to someone over the phone as, in my opinion, chat is, shall we say, limited in its capabilities.
I realise you may have already spoke to an advisor over the phone and if so, persevere as it will get sorted in the end.
Please let us know how you get on as it may help others in the future as a reference point.
Of all the things I see on here, the chat service is easily the most complained about. I'll give you the same advice I have seen others give out in similar cases.
Contact customer services by phone on 202 and select billing and payments then select queries regarding your bill. In cases regarding billing I would always speak to someone over the phone as, in my opinion, chat is, shall we say, limited in its capabilities.
I realise you may have already spoke to an advisor over the phone and if so, persevere as it will get sorted in the end.
Please let us know how you get on as it may help others in the future as a reference point.
- 13532 Posts
- 106 Topics
- 309 Solutions
It does look bad by that screen shot. Within 3 seconds he apologised and asked if there was anything else.... And within 3 secs disconnected leaving you no chance to retort.
Of all the things I see on here, the chat service is easily the most complained about. I'll give you the same advice I have seen others give out in similar cases.
Contact customer services by phone on 202 and select billing and payments then select queries regarding your bill. In cases regarding billing I would always speak to someone over the phone as, in my opinion, chat is, shall we say, limited in its capabilities.
I realise you may have already spoke to an advisor over the phone and if so, persevere as it will get sorted in the end.
Please let us know how you get on as it may help others in the future as a reference point.
Of all the things I see on here, the chat service is easily the most complained about. I'll give you the same advice I have seen others give out in similar cases.
Contact customer services by phone on 202 and select billing and payments then select queries regarding your bill. In cases regarding billing I would always speak to someone over the phone as, in my opinion, chat is, shall we say, limited in its capabilities.
I realise you may have already spoke to an advisor over the phone and if so, persevere as it will get sorted in the end.
Please let us know how you get on as it may help others in the future as a reference point.
Hi @Anonymous
I would like to echo that we don't advise contact with O2 via the Online Live Chat for Account enquiries. They are outsourced non Uk Call Centres ,which are fine for low level general enquiries.
Try to use the Uk Contact number of 202 or From a landline 0844 809 0202 > 5p a minute.
You may if you wish put all this in writing to O2 via the Complaints Form here :
http://www.o2.co.uk/how-to-complain/complain
Hope this gets sorted for you and please let us know how you get on.
I would like to echo that we don't advise contact with O2 via the Online Live Chat for Account enquiries. They are outsourced non Uk Call Centres ,which are fine for low level general enquiries.
Try to use the Uk Contact number of 202 or From a landline 0844 809 0202 > 5p a minute.
You may if you wish put all this in writing to O2 via the Complaints Form here :
http://www.o2.co.uk/how-to-complain/complain
Hope this gets sorted for you and please let us know how you get on.
- 122915 Posts
- 826 Topics
- 7469 Solutions
With the amount of times clients are being advised to 'Not use Live Chat' for issues of this nature, it is now
becoming a bit of a joke.
If O2 are not prepared to assess this service and re-train live chat personnel they should close it down
Cynically, I would say they are relying too heavily on experts on this forum to give advice and support.
Sadly this is often too late as is shown in this case 
Hi Cleoriff
We were told that this dept was under going further training but not had any further feedback.
I often class the forum as another line of Customer Service.
We were told that this dept was under going further training but not had any further feedback.
I often class the forum as another line of Customer Service.
- 122915 Posts
- 826 Topics
- 7469 Solutions
Of course it is BoB....However, regardless of how good this forum is, it should never be a replacement for a
service O2 PAY people to do surely?
- 93229 Posts
- 609 Topics
- 6976 Solutions
Webchat does have it's uses and I have had queries resolved by them. Whilst they would not in any way be my preferred means of contact, sometimes circumstances dictate that you need to use them, no network, home phone or abroad for example.
However, they have fallen short for so many people on here, wrong advice given or wrong process followed resulting in prolonged problems and loss of faith in O2.
Chat should be seen as an extention of customer service in the UK and not as a replacement or a cheap alternative for the service we have been accustomed to, indeed, I feel, entitled to. Hope you get this problem resolved asap but I feel you will only do so over the phone.
