O2 Service Hotline Unacceptable Service

[Anonymous]

Tried to contact O2, yet AGAIN to sort out the Note 7 refund & collection after 4 weeks since an initial request.

Called the number at 6pm - got put on hold for 1 hour and then automatically cut off.

Called AGAIN at 7pm - AGAIN automatically cut off at 1 hour.

IIRC, the opening times of the service hotline is 08:00 - 21:00, yet there is absolutely no agent from 6pm onwards, no matter on the service hotline nor live chat.

Coincidentally, it is halloween night.

So tell me, what does it tell your customer whom you have failed continously for 4 weeks, when your service hotline literally have no use whatsoever on this very night?

I cannot help but think all these O2 CS reps simply quit work and went down to the club.

[MI5]

There is a problem at the moment contacting cs which o2 are trying to fix.
Sorry.

[Anonymous]

I'm sorry but that's merely an excuse to cover laziness.

If a problem is already known, especially when it was evident throughout the weekend (referencing your posts in other complaining threads), then put it on public notice and set up a Call Back option.

Now customers like myself has wasted our time sitting beside the phone with the tedious on hold music with zero progress in fixing the problem whatsoever, all of which can be simply fixed by having a callback option or putting up a public notice.

[MI5]

I agree mate but I don't own or run o2 so I just get to sit here repeating the same stuff to everyone that complains they can't get through......

[Cleoriff]

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@MI5 wrote:
I agree mate but I don't own or run o2 so I just get to sit here repeating the same stuff to everyone that complains they can't get through......

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Which incidentally we were asked to do by the Head of Community @Toby. Let's hope it gets sorted soon as this is getting ridiculous now...

[MI5]

Sure is......
Maybe they are waiting for Openreach to come out

[Anonymous]

I get how frustrated u r as I got told my phone would b at a shop today got there no record n got greeted very rude

[Toby]

Hi @Anonymous,

Sorry to hear you've had trouble contacting us and welcome to the community. We have been having a few issues in the last few days. However, feel free to send me a PM and we can have a chat about getting you some help.

[Cleoriff]

Any news when this contact problem will be resolved @Toby?

[Toby · Accepted solution]

Hi @Cleoriff,

The team is working on it right now, so we should hopefully have some good news of improvement soon. Thanks very much to you (and everyone else) for informing others about it. I'll update when we hear more!

For those who are trying to contact us, sorry if you're experiencing longer waiting times and we're working hard to resolve the issues.. You can also check out MyO2 should your query be about billing, bolt-ons or for checking your allowance. Check out our member-created guide here.