Live Chat and Helpline are down?

[Anonymous]

I have encountered a problem with my bill/account and I am trying to contact customer service through live chat or the helpline for the flexibility. And on both fronts for most of the day, I have been met with a brick wall... i.e 30+ minutes to wait (so I hang up) or the automated messages in live chat, apologising for my wait. I also have letters demanding an amount that I don't recognise be paid, or services will be stopped. Except services remain live, or this post wouldn't be here. What the hell, O2?

[Anonymous]

not on PayG

[MI5]

Good luck with your new provider.
Hope you can get through soon.

[Toby]

Hi @Anonymous,

Sorry to hear you've struggled to get in contact with customer service. We are experiencing a few issues and are working hard to resolve them, but they are affecting waiting times slightly. Have you managed to get through yet?

[Cleoriff]

@Anonymous posted on another thread here http://community.o2.co.uk/t5/Other-Products-Services/Requesting-PAC-code/m-p/1013682/highlight/true#M22725

I suggested he visit the ideas section to post about getting a PAC via My O2..

[Anonymous]

I got through on live chat earlier today twice....exh time after about two minutes and suspiciously, after asking for a PAC code the live chat dropped.

managed to connect at around 12:30pm today  operative was helpful but strangely the reason he couldn't obtain a pac code or connect to the team responsible for issuing them was, and I quote " we are facing issues with obtaining pac code for now, due to some technical upgrade issues"

Sorry but this does not ring true when is the term "some issues" used perhaps it would have been more honest for O2 to admit the issues prominently on their web-site and advise customers not to use help phone lines or live chat until they had, resolved the isues & tested them and advised customers.

[Cleoriff]

@Anonymous They may well telling the truth and still having issues ...You honestly are not the only one having problems with obtaining PAC codes. We have no idea what caused this major glitch.:smileysad:

Edited to add ...we did mention last night that it should have been displayed on the home page

[Toby]

Hi @Anonymous,

Please feel free to send me a PM and we can have a chat about that and how to get you sorted.