Getting to talk to an 02 Customer Service Adviser

[Gill59]

Hi,

Some advice please.

I currently pay for a monthly airtime plan with 02 and  I have an account that I access with an email address & password so reasonably I assume I am a existing customer.    I now want to buy a new phone and probably upgrade my airtime plan.  How do you get to speak to anyone?  I have tried live chat and I am obviously not answering the questions properly to allow me to proceed with a live chat.  I also keep getting a message from 'Hello, I am Aura' and again, I just cannot get anywhere with Aura.

What do you do to get the system to recognise you or get to speak to anyone?  02 seem happy to take a DD from my bank acocunt every month!

[MI5 · Accepted solution]

@Gill59 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds 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.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

You can also upgrade directly in your http://www.o2.co.uk/myo2

[Gill59]

Thank you M15, I will try this and see how I get on.  Though I cannot help wondering if staying with 02 is the best option when 'talking' to them is proving so hard?  I own my current mobile phone but it is so old now I cannot run some apps these days.   I thought this morning that it is time to upgrade to a newer model (whether I buy outright or as part of a contract?).  Once again, thanks.

[MI5]

You're welcome @Gill59 

I'd always advise to shop around too, but check other networks give you coverage in the areas you need it.