Cancellation

[NLM]

Trying to cancel my account while out of the country. WiFi calling not working and I don’t see option for chat or way to cancel service in myO2. Advice on how to do this without paying international phone charges to sit on hold?

[seewhatyoucando]

Complaints Live Chat or email would be the only way given COVID has shut live chat

https://www.o2.co.uk/how-to-complain

complaintreviewservice@o2.com

Try the myo2 app first though there is a messaging service on that (not sure if you need a o2 sim in actual mobile?)

[Bambino]

@NLM 

You can try calling customer service using Skype on 0800 032 1402

https://community.o2.co.uk/t5/Off-Topic/A-Guide-To-Skype/m-p/1305104/highlight/true#M181823

[seewhatyoucando]

@Bambino is that working though ? Did you try it ?

they’ve pulled most services, now you go through the normal o2 IVR to the COVID IVR Bolt On press 1 for fraud/lost/stolen or it hangs up on you, which beggars belief as the normal o2 IVR says it’s a lesser service with longer than hold times - then the extra COVID Bolt on IVR hangs up on you, it’s all very misleading the current IVR set up.

[madasaf1sh]

@seewhatyoucando

The reason it will cut some people off is to prevent too many people being in the queue so o2 will have set a limit.

Live chat is available and will show, if and when an agent is available via a pop up on https://www.o2.co.uk/contactus

The complaints review email, will do nothing about this unless you have complained and have a reference number etc, so pointless emailing them.

@nlm

You can try the 0344 809 0202 number from overseas and you should be able to connect. 

[Bambino]

@seewhatyoucando No I haven't, but they haven't pulled the service. They're just running on short staff. It's appalling, yes, but it takes perseverance and you can eventually get through. Also below is a method suggested by an O2 Guru. As the OP is abroad they would have to call +44 344 809 0202 rather than 202.

If you call 202, when it comes to the reason you are calling stay silent for 15 secends and you will be taken to the keypad options.
Press 2 for Everything Else

Press 5 for More Options
Press 7 for Anything else which will put you though to someone.

[Anonymous]

Hi, NLM, if you call +44 344 809 0202 and you will not be charged for it.

[MI5]

@NLM 

It is free to call customer service from abroad http://www.o2.co.uk/contactus

[seewhatyoucando]

@Bambino that’s good to know hopefully it is fully live.

Much easier to call o2 say billing when asked, it throws you to the COVID Bolt On & you press 1 for fraud/lost/stolen & you get through to a customer service advisor.

[seewhatyoucando]

@madasaf1sh

No it’s contradictory like most of o2 ‘care’ they edited the main o2 IVR for COVID which is fine, but if you follow the instructions anyway it throws you too a new secondary COVID Bolt On IVR where your only option is 1 for fraud/lost/stolen or you get “thanks for calling o2, bye”

Absolutely substandard, go call the sales line you get no o2 IVR, and a American male voice IVR and no o2 hold music, it’s like a scam company as they only sell 24m contracts, the customer service guy said to me himself when he heard it the first time he thought it was a scam too as he had worked there for years.

The Capita COVID planning has been as substandard as their usual customer care.

When you have their own UK Capita staff taking the Mickey out their own employer you know the problem is bigger than Houston. He was nice chap that young lad very professional, diamond in the rough from my experience in the last week & a half O2 Capita Care.