Firstly I have been with O2 for over 20 years.
I called O2 yesterday initially to have my PAYG SIM reactivated as they keep deactivating it even though it is used a lot. Still waiting... I use this for authentication for one of my email accounts and can't access my email, thank you O2. I called them again today and was informed they only action this Monday to Friday!! Why wasn't I told yesterday.
I also want to upgrade my PAYG SIM only contract and during the call the advisor spoke at 100 miles an hour, I kept asking him to please slow down as I wanted to hear what he was saying before I agreed to the new tariff. O2 still haven't updated my new adress which I submitted over a year ago, and each time I speak with an advisor and ask them to do this it is not done.
It got to a part where he said he was turning the recording off and then asked me for my long card number, my account number and sort code. I have never been asked for these before when changing my tariff as I have a standing direct debit with O2 and when I change tariff the amount just changes, I don't need to provide any further bank or card numbers.
For me this sounded the alarm bells. I told him I wasn't proceeding, he was very disappointed, and I rang off.
The offers are also much cheaper when you call than choosing an option online. As O2 outsource to a call centre and some of the staff are abrupt and just want to close a deal or pass you off to a different team as soon as possible, I find trying to get the correct support very annoying. Some staff are way more helpful than others, but you can't always get through to them.
O2 please improve your service, you've gone down hill.
