Rishab: Hi I'm Rishab. How can I help?
simon: HI I'm in Singapore and I have been disconnected - I have ensured that my payment's up up to date
simon: This has happened three times when travelling over the last 2 months now
simon: Can you let me know that I'll be re-connected immediately - with international calls turned on?
Rishab: Sure.
Rishab: Is this for [ MY TELEPHONE NUMBER]
simon: yes
Rishab: Please can you tell me the 1st and 4th character of the answer to your security question?
simon: [PASSWORD GIVEN]
Rishab: Thanks for confirming.
Rishab: Please allow me a moment while I do this for you.
Rishab: Thanks for your patience.
Rishab: are you taking about the international favorite bolton ?
simon: ?
Rishab: where you can add 5 number to call your family and friends.
simon: No, every time you disconnect me I am reconnected without the ability to make international calls - not much use when I'm already overseas
simon: I will happily add 5 numbers though
simon: and can do that right now if possible
Rishab: Okay, Please allow mw a moment while I do this for you.
simon: hello?
Rishab: Yes, Please allow me some time I am doing this for you.
Rishab: I have sent you a code please confirm it to me
simon: as mentioned I have been disconnected - therefore I have no reception.
simon: I'm in Singapore and it's 4.43 am
Rishab: Okay, please wait while I get it unbar right away.
Rishab: I have placed the request to remove the bars from your account.
Rishab: It will be active in 2-24 hours.
simon: why was i disconnected?
Rishab: You had outstanding amount on your account.
simon: I didn't though - and can you assure me that I will be able to make international calls when it comes back on?
Rishab: Let me provide the direct link from where activate your international calls.
Rishab: https://if.o2.co.uk/templates/LoginStep1.aspx
Rishab: from this link you can directly add the number to your account.
simon: what number
Rishab: You just gave it to me to add in your international favorite bolton
simon: but only when I get reconnected
Rishab: Yes, you will be connected with in 2-24 hours
simon: Is there no way of speeding up this process?
Rishab: I have made a request on priority basis and you number will be activated in a while, please be ensured.
simon: and as I have asked three times now - will I be able to make international calls when it's turned on?
simon: (which has nothing to do with the favourite bolt-on)
Rishab: Yes defenately
simon: do I keep my phone off?
Rishab: Yes for a while and then switch it on.
simon: and if it's not back on - turn it off again?
Rishab: Yes
Rishab: Hope I was able to answer all your query ?
simon: I still don't know why I was disconnected again - with no warning, How you expect international travelers to respond to 02 when you do disconnect us. & How I'm supposed to conduct business 7000 miles from home because 02 has decided to disconnect me - this is the third time in the last 6 weeks.
Rishab: I really apologize for this inconvenience, but please be ensured that you mobile will be up and running.
simon: maybe this time tomorrow..
Rishab: No with in few minutes.
simon: thanks,
simon: however do send the complaints email over - it's not for you
Rishab: Please mention that in your email, it will be a good help.
Rishab: I hope you understand.
simon: what's the address?
Rishab: mycare@o2mail.co.uk
simon: and when you said a few minutes - it really will actually be between 2 and 24 hours, yes?
Rishab: Yes
simon: !
Rishab: Actually, I could do this but I don’t have authorities to do so.
Rishab: This has to follow proper reasoning and conditions to lift the bars from the account.
Rishab: Don't worry it will be done as soon as possible. I don't want to make false promises but trust me I have escalated this on top priority basis.
simon: well who does and how can I get access to them? I spend thousands of pounds a year with O2, this is the THIRD time that exactly the same thing has happened wen I'm in Singapore , you practically destroy my work day by doing this, I have no means of connecting to my Office, My Wife or my clients, it negativly affects my business as customers can't reach me while I'm here - it's unbelievably tiresome, troublesome and annoying as well as costing me money and a huge amount of time
simon: The most depressing thing is that when I'm over again in a fortnight I completely expect the same thing to happen again - there seems to be absolutely no way of preventing it.
Rishab: I have just checked and it seems you account is active. Please check
simon : checking now...
Rishab: Great.
simon: ... [searching]
Rishab: Okay.
simon: no it's not
Rishab: Please try to switch off and switch it on. Your phone will be active.
Rishab: Its showing active from my end.
simon: well it's not from mine - I'm in the same hotel room i've been in all week, so I know that reception's not a problem
Rishab: All the bars have been lifted from your account. Please check
simon: rebooting now
Rishab: Okay.
simon: no, not working
Rishab: Okay, please wait for some time it will work.
simon: 2-24 hours?
Rishab: Yes, please
Rishab: I really wanted you to help you right away, but Its just we are bounded will all the restriction.
simon: so, if it is possible, but not through you, who can I contact?
Rishab: Every one will help you as I did.
simon: but as you said - "actually I could do this but I don't have the authorities to do so" - so who does have the authority?
Rishab: I have forward all the request, it will be done. I was telling you generally.
simon: forward to who? done when? generally what?
Rishab: I have requested back office team, it will be done in 2-24 hours.
simon: You have requested back office team for what?
simon: I thought you said it was all OK
Rishab: To activate your phone.
Rishab: I hope everything is clear now.
simon: No - it's not clear at all - I thought you told me that everything had been sorted - and now it's not. I thought that you said that everything had been lifted, but now you tell me the back office team has been alerted and they will do it ...i have spent 1 hour trying to sort this out, its 0530 in the morning now, I need sleep and from what I can see we've managed to get basically nowhere
Rishab: We have managed to lift the bars from your account and the precess takes 2-24 hours to get back on.
Rishab: Please be ensured about this we haven't wasted our time.
simon: Why won't you respond to my question about who I need to contact? You say that you could speed the process up but don't have the authority - who does? and how do I contact them?
simon: & How am I not wasting time? this is all because I have been disconnected without any warning - AGAIN.
Rishab: Simon, I really want to tell you that your services will be activated in 2-24 hours.
simon: Rishab, I really want you to answer my question.
Rishab: Its we guys who take the request and forward it to lift the bars from customer account.
simon: Rishab, I really really want you to answer my question. WHO has the authority and how do I contact them?
Rishab: back office have the authority but you can't contact them.
simon: and there is nothing that you do about this?
