Why am I getting cutoff when I call 02 (5 times today and wasted over 2 hours holding)

[Anonymous]

I have been calling from 3:00pm today to 5:27pm (on hold now).  I have been cut off twice before getting to talk to a real person and twice whilst talking.  I am only trying to place an order and find out about how shared Tariff works.   HELP

[MI5 · Accepted solution]

Sharer plans are explained here http://www.o2.co.uk/sharer-plans and here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/O2-SHARER-DATA-TARIFS-MINI-GUIDE/td-p/835753 and to be honest with you, you are better off going in store to upgrade anyway.

[jonsie]

It's happened to me in the past,  so damned annoying! Not sure if the system was designed that way when it was first installed but it's certainly been a feature over the last half dozen years at busy times. Can you feed this back @Martin-O2?

[Anonymous]

Thanks,   that was what I saw and got me started. They have told me I need to be on a shared tariff and then they can sell me extra SIM. Everytime I start getting to order I get cut off and Im thinking its because the agent doesnt know how to do it.  The latest guy I spoke to was asking me how big a data tariff I need on the Dongle SIM (clear not understanding how it works).  i got put through to him manager Tom who seemed to understand it a little better.   SIM is £1 per month for 12 months and Dongle is £35 one off and then I use data from my main agreement.  

[MI5]

Sadly customer service do not understand sharer tariffs at all.
You need a lead device which needs setting up on a new contract (or suitable tariff) and then you need a sharer tariff for each additional device.
These start at £7.50 per month for just data sharing or £15 for sharing call allowances too.

[Martin-O2]

Thanks for the mention @jonsie @Anonymous I'll pass this info up the chain to see if there are any known issues atm  Thanks for letting us know!