NOT HAPPY!!

[Annimay38]

So about a week ago or so I rang 02 and finally got through after being on hold for at least an hour or so.. Told the lady on other end was having problem with late payment due to this Covid-19 and she assured me that all customers have been given to 30th April to pay their bill and so she extended services till then. 

  Then today low and behold my services had been rescricted and I rang again and explained and again the lady on other end said yes you have until the 30th and put all services on again. Which was working till about 10pm tonight and now they are off again.. 

NOT one bit happy about this and can see alot of people having the same bother as me!!!

[gmarkj]

Thanks for the comprehensive update @Chris_K.
I would say that apart from bill paying, the two other main queries we are seeing are around number ports (either from another provider or from one o2 sim to another) and where is my order.
Can you give any update on either the length of time for ports to complete, or o2 moving to a live stock system?
99% of the where is my order have placed their order on the basis of the item being in stock (and some for next day) but then not hearing anything.
Moving to a live stock system will mean that people have a more realistic view of when they are likely to get their shiney new device and may reduce the traffic here (and calls to customer services).
I look forward to hearing either from you or @ColinO2 soon.

[Chris_K]

Hi @gmarkj 

On those issues, here goes:

• Ports currently follow the usual SLA and timescales, so for new port in's or out's, these should not be impacted on our side. If the ones you're referring to are from the weekend or start of the week, it's possible those were impacted due to the extended bank holiday weekend... But new ones should be fine.
• Our website doesn't currently work based on a live stock system, but the stock messaging on our website is updated regularly throughout the day, and should provide an accurate picture for the majority of orders. What we would ask customers expecting a delivery is to monitor My O2 for updates, and to keep an eye open for a text or email from us to let them know once their order has dispatched.

[gmarkj]

Thanks for the prompt reply @Chris_K.
Good to hear that number ports are back on track. If I see any issues I will be sure to flag you in them so you can help move things along.
With regard to the second, why are customers allowed to book a next day delivery if there is no stock?
Example 1:
https://community.o2.co.uk/t5/Pay-Monthly/My-order-is-out-of-stock/m-p/1330108#
Example 2:
https://community.o2.co.uk/t5/Pay-Monthly/New-contract-undelivered-handset/m-p/1330230#M189555
Example 3:
https://community.o2.co.uk/t5/O2-Gurus/S20-Ultra-in-stock-on-site-received-e-mail-saying-not-in-stoc...
Example 4:
https://community.o2.co.uk/t5/Pay-Monthly/Delivery-Delay/m-p/1329988

[gmarkj]

More people not happy that a device showing in stock is actually out of stock @Chris_K:
https://community.o2.co.uk/t5/Access-For-All/Delivery/m-p/1331801#M1184
https://community.o2.co.uk/t5/Other-Products-and-Services/Order-out-of-stock/m-p/1331805#M39423