cancel
Showing results for 
Search instead for 
Did you mean: 

To O2 - I tried to stay but you didnt want me!

Anonymous
Not applicable

Dear O2,

 

My iphone, 4 months away from its contract end date, died recently. I used your "web chat" system, and told the lady that I was happy to pay off my contract and start a new one in order to get a working up to date phone. 
She told me "there is no way we can do that until your contract is up in June". I again stated that I just wanted to pay off these last few months, and start again. She again repeated "there is nothing i can do until June to help you sir".
I pointed out that my only other option then was to pay off my contract now and go to another company to buy a new phone. She said "that is up to you sir".
I again pointed out that due to this O2 would be losing around £1000 from me, potentially more - as I do like to go over my data limit quite alot. But she seemed not one bit concerned.

I was fairly sure that once I had cleared my remaining months I could get a new contract, so I went to the O2 store near me. I told them the story, and how I was happy to pay off the contract in order to stay with them. They told me "Sorry, but in store we can only help you once your time has run out in June". Again I was mystified at how much O2 seemed to want to get rid of me!

I asked if I were to call customer services, would they be able to set up a new contract, and was told "No sir, these are the rules, we can not change them for you!".

 

This was bizarre, so I went to EE, who sold me a new phone on a contract twice as good as O2's (unlimited data, 5000 texts, 500 mins for the price of O2's 500mb data, 200 texts and 200 minutes), for a fraction of the initial cost. I used the money I saved to pay off my contract to you.

Why you wanted me to do this, and wouldnt just say "No worries sir, heres a working phone, thank you for paying off the old one" I have no idea, but I felt maybe someone should point out to you how you are losing valuable customers (I have been with you for 4 years) due to what I suspect is bad training to your sales staff.

Anyway, thanks for a nice 4 years, it was mostly good, just a shame you did not want me to stay with you any more 😞

Message 1 of 12
2,935 Views
11 REPLIES 11

perksie
Level 69: Guiding Light
  • 27019 Posts
  • 247 Topics
  • 1614 Solutions
Registered:

Did you not try getting the phone repaired?

To support Disasters Emergency Committee: http://www.dec.org.uk/appeals text Nepal to 70000 to send £5

Sky Unlimited Broadband - Windows 10 - Nexus 4 Android 5.1.1
Message 2 of 12
2,792 Views

MI5
Level 94: Supreme
  • 151888 Posts
  • 650 Topics
  • 28848 Solutions
Registered:
Web chat is useless and the store is correct in as much as they can't process a contract cancellation and take payment for that from you. What you should have been advised to do (and you would have been if you came here first) was to call CS on 202 to cancel. They would then add the additional cancellation fees to the new contract they could than set up for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 3 of 12
2,779 Views

jonsie
Level 94: Supreme
  • 95807 Posts
  • 612 Topics
  • 7137 Solutions
Registered:

A simple phone call would have saved all the stress and a fruitless journey to the store.

 

For any new members, always call customer service and only use Chat for the simple basic queries.

Message 4 of 12
2,776 Views

Anonymous
Not applicable

Another lost customer through web chat hopefully more will go the same way and o2 will start to realise how useless they are

Message 5 of 12
2,772 Views

MI5
Level 94: Supreme
  • 151888 Posts
  • 650 Topics
  • 28848 Solutions
Registered:

@Anonymous wrote:

Another lost customer through web chat hopefully more will go the same way and o2 will start to realise how useless they are


Despite our best efforts at highlighting the limitations of web chat, nothing has been done so far, so I wouldn't hold your breath. Maybe Leonard could flag this thread to someone who cares....??
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 6 of 12
2,761 Views

Anonymous
Not applicable

Yes I agree trouble is o2 seem to be pushing it even when you call up now it tries to get you to hang up and use chat instead as useless as they are

Message 7 of 12
2,759 Views

jonsie
Level 94: Supreme
  • 95807 Posts
  • 612 Topics
  • 7137 Solutions
Registered:
Message 8 of 12
2,755 Views

Bambino
Level 86: Prestigious
  • 24418 Posts
  • 1062 Topics
  • 3819 Solutions
Registered:

I know there are a lot of negatives about web chat, and it obviously needs to change, but I've just taken a look at the EE website, and I can't find a tariff that offers unlimited data. The high data tariffs look pretty expensive too, so how did the OP get this deal?

I DO NOT WORK FOR O2



Funniest-Thread-2
Message 9 of 12
2,745 Views

MI5
Level 94: Supreme
  • 151888 Posts
  • 650 Topics
  • 28848 Solutions
Registered:
EE themselves don't offer unlimited data but they still sell T Mob/Orange contracts which do. I suspect the OP may have gone over to T Mob.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 10 of 12
2,728 Views