Absolutely appalling!

[Si6776]

Sorry in advance for the rant.  Just need to sound off...

I've been with O2 since 1995 when they were BT Cellnet, but standards of service are currently appalling. No one answers the phone, no one answers the chat service, and half of the pages in my O2 account are inaccessible unless I use "another device or account". Well I haven't got another bloody device or account, and why can't I access my Device Details on MY DEVICE having signed into My Account?!

I've spent several hours now trying sort out two simple issues. To get the number of rings before calls go to Voicemail extended, and to activate WiFi Calling on my device. The codes don't work for the call forwarding and I can't access the page to set up WiFi Calling, which I want due to the terrible signal I receive at home, in a large town in the south of England with a population of about 40,000.

I left a chat message three hours ago and they still haven't responded, and I waited 24 minutes for my call to be answered and gave up. The signal is so bad even the robot who answers the 202 number couldn't understand me.

I realise this perhaps isn't the right place to post this, but after pulling my hair out and almost losing the will to live, I think I have made the decision to leave O2 after 27 years, as their customer service is an absolute joke.

That said, if anyone can advise on getting WiFi Calling activated, and extending the number of rings before calls go to Voicemail, I'd be very appreciative.  In fact, if anyone could advise on how to actually make contact with someone at O2, I'd be even more appreciative.

[Si6776]

Thank you.  You've been much more help than O2 have been.  👍

[Enlli]

Give your PAC to your new network and you should then be given a date for your number to transfer.

Once that happens your account with O2 will close. 

[MI5]

You're welcome @Si6776 

[Si6776]

Hi again,

I thought I might as well reply to this topic as I have another problem now.  Having left O2 and PAC'd off to another provider, O2 have sent me my final bill and it seems I am owed a small amount of money.

It says in the text and email that I can claim this refund through My O2, but I can't see how to do this.  The My O2 app no longer recognises me as a customer and when I login to my account online, there doesn't seem anywhere to actually access the bill and thus claim the refund.

I also no longer seem to have access to the Chat service, so how does an ex-customer claim the refund O2 say they owe me?

If I was to call them on a landline, it would probably cost me more than the due refund, not to mention a good proportion of my life expectancy.   🙄

My Direct Debit is still active, so I guess there's a chance they might just automatically refund me, but that's not what's been said in the text and email.

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

[Si6776]

I'm not on Twitter and I've messaged them via FB before, and they ignored it, but I'll give it a go.

Thanks.

[MI5]

@Si6776 

Anything under £20 is automatically refunded to your bank account.

Over £20 you need to contact O2 and they send you a cheque. Yes, I kid you not!

[Si6776]

Yeah, that's what I thought would happen.  But the text and email specifically states that I need to request the refund through My O2.  It's not as though it's a huge amount, but it's the principal of the thing.  It's almost like they try to make things difficult.  I bet they'd make it easier if I owed them money!

[MI5]

Guaranteed.

[exforces]

Unfortunately staying with a company for 27 years gives you no more 'priviledges' than someone who just joined. Loyalty isn't rewarded so IMHO find another provider and if necessary keep switching provider to get the best deal.