Terrible Customer service trying to upgrade after contract finishes

[Anonymous]

Hi there, 

I've had an almost faultless service from o2 for around 6 years now on pay monthly. I currently have two phones with o2  on pay monthly (I work as a mobile developer so need multiple devices) and have always been happy with my service. However recently I purchased an iPhone 5s outright and went into an o2 store to enquire about getting a sim only nano sim when my contract expires (I've currently got a 3 sim in my iPhone as a temporary thing). The woman in the store said that she doesn't have time to go over that with me and I should phone customer services if I want to discuss my contract. I thought this was a bit unhelpful but not entirely out of order.

However, I took her advice and phoned customer services today after doing a bit of looking around for other providers. I got through to a woman and explained my situation. She told me of two o2 sim only deals that I could upgrade to which was the £11 and £21 packages. I explained to her that I needed a lot more than 1gb data and I could get it from either TMobile for £18/month, 3 from £15/month or Virgin Mobile for £15/month with the same situation of unlimited calls/texts. I simply asked her if o2 could match that since I have 2 mobiles with them and have been a contract customer on reasonibly high end iPhone contracts for 6 years now. 

She hung up.

I'm wondering if I should call back and try get someone more helpful or if o2 simply have the impression of "if you don't like it, **bleep**" because that's certainly the impression I'm getting right now.

Any advice or help would be great.

[MI5]

The 4G tariffs offer the most data at the moment https://www.o2.co.uk/shop/simplicity/SmartPhone/?is4G=true however, unlimited data is not, nor will be available to new contracts anymore....

[Anonymous]

I'm not even after unlimited data. If she had hung around to hear me out long enough I would've explained that 3gb-ish would have been enough. Heck even a response of, "sorry we can't match that" would have sufficed.

[MI5]

Looking for the positives, but it's possible that there was an issue with the phone line and she didn't really hang up on you.....
Anyway, the 5Gb 4G tariff should do it for you....

[jonsie]

i would try calling and speaking to someone else. The next adviser will probably be much more helpful. Unfortunately the odd bad one tarnishes the rest customer service. I have always found them extremely helpful.

[Anonymous]

Hi,

I'm a big believer of going into the high-street store to carry things like this out.

Less confusion on what your signing up for , no long waits and in most cases you walk out with the phone, so no waiting in for delivery.

[Anonymous]

Unfortunately the 5gb 4G tariff is double the price of 3 and virgin mobile and almost double the price of TMobile's. Sadly it seems like I'll be having to switch.

[Anonymous · Accepted solution]

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@Anonymous wrote:
Unfortunately the 5gb 4G tariff is double the price of 3 and virgin mobile and almost double the price of TMobile's. Sadly it seems like I'll be having to switch.

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It seems sense to go where you feel the best deal is.

Just ensure your possible new network gives good signal where you live, work and commute.

Try out payg sim cards before you sign up to a lenghty contracts.

As an O2 Pay Monthy Customer you can get your current phone unlocked for free via the online form so you can have the phone as a back up or sell it on with a higher street value as its unlocked.

https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=unlocking&case=Handset%20Unlocking%20Form

[Anonymous]

Also, I called back and the next guy was a lot more helpful but explained that there was nothing o2 to could do to match or even come down from the prices advertised on their site to get it closer to the competitors.

[Anonymous]

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@Anonymous wrote:

It seems sense to go where you feel the best deal is.

Just ensure your possible new network gives good signal where you live, work and commute.

Try out payg sim cards before you sign up to a lenghty contracts.

As an O2 Pay Monthy Customer you can get your current phone unlocked for free via the online form so you can have the phone as a back up or sell it on with a higher street value as its unlocked.

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Sound advice. I've checked and 3 don't have great signal anywhere really. Even in the city centre. TMobile / Virgin have the same signal quality as o2 at home/commute/work. 

Thanks everyone for the advice.