On hold to O2 for 4 hours?!?!?!?

[Jpgjosh]

I’ve been waiting to get through to someone on the phone for 3 hours and 52 minutes… last week I was on hold for 2 hours 5 minutes. Yesterday I was on hold for 1 hour 50 minutes. I cannot get through to anyone?!

I’ve tried calling at 8am, mid day and even evening in hopes it’s quieter. NOTHING!

Will Ofcom or Ombudsman support? 

[madasaf1sh]

@Jpgjosh 

Nope, they wont help as its a business issue, probably down to integration of the 2 companies, and no you cant cancel your contract, and no you wont get a refund.. 

maybe if people weren't abusive to staff on the phone, then people would want to work in call centres... 

Try Social Media, just send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Jpgjosh]

All these ifs and buts are great, but it doesn’t get me on the phone to sort my query. How on earth can they say it’s reasonable to make us wait this long?!

this isn’t a customer service advisors problem. This is an operational management problem. Ofcom and the ombudsman will definitely be contacted, how can you be so sure they won’t be bothered?

[madasaf1sh]

@Jpgjosh 

Private business and at the end of the day they can run it as they see fit.

OFCOM dont deal with consumer complaints, so they will tell you to go away, and the Ombudsman service wont deal with you unless you have a deadlock letter, or 8 weeks have passed since you made an official complaints.. 

Don't like it all the ways to cancel can be found here Guide: Cancelling Your Contract 

[Enlli]

1. For the Communications Ombudsman to get involved you will need to have completed O2s Complaints procedure (currently running at 8 weeks). You will then need a deadlock letter to get the ombudsman involved.

Ofcom will note your complaint but will do no more that to put it towards their annual figures regarding customer services. 

You posted in PAYG so assume you are able to take your number and go elsewhere.

[MI5]

@Jpgjosh 

Complaints code of practice here https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

[Oxonian]

@Jpgjosh 

In your position, I would try contacting O2 via social media. The social media team is well thought of and, whilst you might need to remind them once or twice, that is preferable to hanging on the 'phone. 

You have already been provided with the social media team's contact details by @madasaf1sh (above) and they are in :-

Guide: How to find help & contact O2