Poor customer service

[Anonymous]

I have only been with O2 since May and they have shown how bad their customer service is, I either can never get through to someone or when I have I get cut off or someone that isn't helpful and just try's to fob me off and promises to call back and never does! I have been waiting for a call back since the 11th June as I wanted to see if they could offer me a better deal for the price I didn't even realise I was paying when I took out my deal (always read the small print) something I take part responsibility for, however I informed them I was not happy with the fact a. I just about get reception and b. I can not afford to stay on the plan I'm on..... Still waiting for that call back! Last sat I called and their systems were down, the guy I was speaking to asked why I only got first names of all prior people I spoke to and then when I asked for his full name at the end of the conversation he said he wasn't allowed to give out his full name after sarcastically mocking me by stating there could be thousands of the first names I gave him. Just goes to show what type of customer service we are dealing with and he was actually from the team where you try and leave O2, but I will be leaving either way, whether I get through to someone or not, systems down or not and whether someone ever calls me back or not! I will no longer tolerate this shoddy service!

[Anonymous]

You are correct it does always pay to read the T&C and look at the long term cost of a contract and that it's going to be an acceptable outlay per month.

Its always a good idea to also try and check that coverage for that network is stable and strong before committing to a contract.

This is best normally checked out by using a payg sim for that network in the home and at work and where you generally visit. Online checkers are for indication only.

As your past the 14 Day cooling off period , explained here http://www.o2.co.uk/help/phones-and-devices/our-returns-and-repairs-policy then you are locked in unless if on the Refresh Tariff you pay off the Handset Plan and then advise O2 you wish to terminate.

If your not on a Refresh Tariff due to upgrading or taking out a contract from an independent then to cease the contract you would have to pay the remaining amount of months left in the contract term. Community Guide on leaving : http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/high...

Usually customer service by calling 202 is pretty good and some like Live Chat and some don't for an array of personal experience reasons.

When a Callback is promised it should happen and theirs no excuse if customer service has not completed on that promise.

I believe a person can see if an alternative tariff / different bundles are available for the same cost or can be sometimes higher, however the tariff cannot be downgraded in cost. Look in your http://www.o2.co.uk/myo2 to check if alternative options are there or please speak to O2 on 202 to discuss.

[Cleoriff]

Hi @Anonymous

Sorry to hear of your poor experience with O2 customer service. The best time to call them is about 8.30am

However, having said that, you won't be able to downgrade your contract. You have agreed you should always read the small print ....although personally I always find the the cost of any contract remains stable.....it's only if you exceed contract allowances that you see an increase in your phone bill.

I doubt you will get any type of callback. If you want to speak to O2 then you will have to persevere.

Best of luck

[Anonymous]

You will not get a callback as 99% of the time it doesn't happen. As advised by @Cleoriff call cs on 202 early mornings

[Anonymous]

Might have something to do with the recent redundancy annoucement made by Capita (Bury & Glasgow call centres?) 

[Cleoriff]

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@Anonymous wrote:

Might have something to do with the recent redundancy annoucement made by Capita (Bury & Glasgow call centres?) 

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Or simply the fact it's peak holiday time and no arrangements have been put in place to cover staff annual leave...

[MI5]

The only way you can leave now is by paying off your contract fully (or the device plan if on refresh).
Check your service with other networks PAYG sim cards before committing to a long term contract or just take monthly sim only deals.

[Anonymous]

Oh that's nothing....wait until they overcharge you for upgrading, even though you've paid your device plan and they keep sending you messages and calling you to pay the amount because they cannot update it in their system as an error. Fun times. They overcharged me £400 and if I wouldn't have told my bank not to make any payments towards O2 they would've taken the money out on the billing date. Not to mention that I receive a notification quoting the FCA (Financial Conduct Authority) for not paying them. They have very poor systems and poorly trained people

[jonsie]

Complaints about customer service are now coming in thick and fast. Callbacks 99% of the time just don't happen I'm afraid though this has always been the case.

However, you take out a contract and you should be mature enough to understand the terms, conditions and the tariff itself. You cannot get a reduction in the tariff but you may well get better allowances if you make enough noise and possibly a written complaint.

Being unable to afford the contract outside the cooling off period won't be acceptable argument for O2 though. Best option is to sell the phone, pay off the handset and start again or go P&G.