How to talk to a human on live chat

[Dean11Allie]

How can I talk to someone who works at 02 and is actually a human 

[MI5 · Accepted solution]

@Dean11Allie 

Looks like you should contact customer service as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or call on 202 or 0344 809 0202 (contract) or 4445 or 0344 8090222 (PAYG).

You can usually get live chat, when available, in the shop pages https://www.o2.co.uk/shop

[pgn]

Call on 4445 around 8am in the morning, @Dean11Allie 

[rubiqraged]

I ordered a phone online to be delivered to store to collect, its not arrived in store, they wont help as its online order so washed their hands of any help.     ive messaged the online support, as its a handset bought for a PAYG they wont help only (the only live chat options are if you are pay monthly or business) so now ive tried 4445, over 2 hours so far, had 2 calls go 30 mins each then disconnect, then a 3rd i managed to get to a customer service that put me on hold then it cut off, now a 4th after another 30 min wait thats now telling me its a different dept and hes in the process of 'transfering me'       i feel noone can help, even tweeted over the weekend, no reply there too..  when did O2 lose its customer focus ?

[pgn]

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@rubiqraged wrote:

I ordered a phone online to be delivered to store to collect, its not arrived in store, they wont help as its online order so washed their hands of any help.     ive messaged the online support, as its a handset bought for a PAYG they wont help only (the only live chat options are if you are pay monthly or business) so now ive tried 4445, over 2 hours so far, had 2 calls go 30 mins each then disconnect, then a 3rd i managed to get to a customer service that put me on hold then it cut off, now a 4th after another 30 min wait thats now telling me its a different dept and hes in the process of 'transfering me'       i feel noone can help, even tweeted over the weekend, no reply there too..  when did O2 lose its customer focus ?

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That's not the tale being told here, @rubiqraged - but then, times and focus both change.  The link just below this post contains a link to all the avenues of support for both O2 and VM - try O2 via Instagram (good success reported there recently), Twitter or Facebook.

Meantime, I'll tag this post of yours to the thread I linked to in the first paragraph, see if we can coax a response out of O2 on the shop vs on-line experience...  Good luck with the social media team.

[Chris_K]

Hey there. Sorry for the delay and to hear about your issues @Dean11Allie. The experience you've had so far isn't ideal, and it's something we hope to see improved throughout the year.

It sounds like this is either a stock issue (device isn't in stock so hasn't yet been delivered) or a potential delivery issue. You mentioned you've already contacted us on Twitter? Hopefully one of our team have replied now, but I do apologise for any delays there - we're busier than normal and it's taking our teams a bit longer to reply than usual via Twitter, Facebook & Instagram at present, but we will respond to everyone needing help so you don't need to be worried about you being ignored or anything.