Are O2 customer services unable to help 'Classic PAYG' customers?

[wiganken]

My phone SIM is a ‘Classic Pay As You Go’ type and I am trying to get O2 to disable balance notification pop-ups that are shown after every call.

I rang customer services (4445 using my O2 phone) three times. The first two times were answered by someone in India and it was difficult to understand what they were saying. I persevered for 20 minutes each time (being patient and courteous) but each time I was left on hold and forced to end the call. No racism intended but it really is impractical trying to communicate effectively to someone who speaks English with a strong Indian accent. They understand me but I cannot understand them.

The third time (hoping to speak to a UK call centre) I rang early in the morning at 08:01 hours but was still answered by someone in India and I asked to be transferred to a UK call centre but they said they could only transfer me to a ‘Pay monthly’ UK call centre so I said “okay”. The line went silent and I was left unable to speak to anyone for 10 minutes so, again I was forced to end the call.

All three times I was forced to hang up due to silence from them and nothing happening.

I really want these pop-ups to stop but (reading between the lines) it seems that customer services are unable to help ‘Classic PAYG’ customers. It seems that they need a customer ‘Pay monthly’ account in order to carry out adjustments. Is my guesswork correct?

Is there any guaranteed way to stop the balance notification pop-ups or do I have to live with the annoyance?

[MI5]

It's all about perception.

We know from figures published in January that O2 were the highest complained about mobile provider (and ironically, Virgin the most complained about BB supplier).

O2's complaints run at 0.6 % of customers, SKY (and EE) was best at 0.2% 

Proving it's not the network that is the issue.

If O2 fix the easy 80% they suddenly go from the worst to best...... Simples.

[Oxonian]

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@MI5 wrote:

It's all about perception.

We know from figures published in January that O2 were the highest complained about mobile provider (and ironically, Virgin the most complained about BB supplier).

O2's complaints run at 0.6 % of customers, SKY (and EE) was best at 0.2% 

Proving it's not the network that is the issue.

If O2 fix the easy 80% they suddenly go from the worst to best...... Simples.

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Agreed @MI5, but I am not sure that O2 really want to fix the easy 80 per cent ; they do not seem to care. 😀 

[MI5]

That's exactly my point.

[wiganken]

Today I got an automated email from the community asking me "Did you get the answer you needed?" and then asks me to accept an answer. See photo.

I am unable to accept answers that suggest I keep banging my head against a brick wall by keeping on ringing 4445 to try and get some sense out of someone who cannot speak English clearly and then they leave me hanging on to a silent phone line. I am sure they are instructed to not help Classic PAYG customers and, by the sound of things they don't seem to be helping others either.

So, no I will not be accepting any solutions currently suggested and I am unlikely to revisit this thread after this. The only reason I am continuing with O2 is because Classic PAYG is otherwise perfect for my use but I don't think I will be ringing 4445 again.

[Enlli]

Good luck

[Oxonian]

@wiganken 

I assume that you have realised that this Community is a customer to customer forum and that, whilst we can make suggestions, we cannot actually do anything to help you - we do not have access to O2's customer accounts. 

Hence, there will be times that the best and only advice that we can give to you is to persevere with trying to contact O2. 👍  

[lukefowler44262]

i have called customer services 3 times about balance notifications today, problem still not fixed, i got so frustrated that i shouted and swore at customer services and on the second call they tried to sell me a contract

[jonsie]

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@lukefowler44262 wrote:

i have called customer services 3 times about balance notifications today, problem still not fixed, i got so frustrated that i shouted and swore at customer services and on the second call they tried to sell me a contract

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Shouting and swearing is sure to get the desired attention of the adviser and get the result you wanted

Advisers are people just like customers are

I would have barred your phone!

[Enlli]

"I would have barred your phone!"

Just beat me to it there.

Still, our Luke is back after a reasonable hiatus.

[jonsie]

Not altogether sure the medication is working though....