on 09-10-2014 11:49
on 09-10-2014 11:49
Yet again this morning I have had problems with O2 support over a very simple request.
I have a pay monthly sim contract, the phone was lost and my son made other arrangments. I asked if I could transfer an o2 pay and go number to that contract. 1st conversation with Live Chat I had to explain three times and was told no it can't be done. I thought about it and went back, I explained to another offshore person who said yes it can be done I will organise the sim, the sim arrived and yes you guessed it, it was for the original number. I then called customer service, after hanging on for 20 minutes to speak to someone I re-dialled but used the "are you leaving us" option. I got through to a guy in the UK and explained what I wanted to him. The PAYG number was chopped and the sim arrived on Tuesday, the wrong type of sim and the wrong number. So at this point the PAYG cant be used and I still am paying for an account that can't be used.
This morning I called again and spoke to someone in the UK and went through the whole saga again, I was told that he woudl have to order yet another sim and it woudl take another 3 days. At that point I just said "leave it" I have had it, you can canel the contract and if you want to take me to court go ahead because I will not pay the remaining balance. Having calmed down I then called the "are you leaving us" number again, it took 19 minutes and 52 seconds for someone to answer. By that time I just told teh person what I thought of their service. I am working from home today so took a break and popped into my local store to see if they can help. Guess what, it can only be done with customer services. If you add to this the fact that I asked someone on live chat last night to organise a call back from a manager and they refused and also being told that there is no record of any sim being ordered you can see why I am going to leave O2. It will not only be me but my wife who has a sim only contract, my eldest son who has the same and three other PAYG arrangements. I am sick and tired of poor customer service, poor response times and I actually think I was lied two on teo occasions
on 09-10-2014 11:55
on 09-10-2014 12:08
on 09-10-2014 12:08
Live Chat is generally pretty useless, apart from very low level enquiries. Best thing to do would be to follow MI5's advice, but do it over the phone.
Probably best for you to take a deep breath and count to 10. Cancelling your contract in a fit of pique will only bring you a world of trouble with your credit rating. O2 are notorious for placing negative credit markers on those who don't pay, and this can stay on your credit record for 6 years, so please don't go down that route. With any luck, if you get lucky and speak to a competent person in CS, and I'm sure there are many, this can be resolved very easily and quickly.
on 09-10-2014 12:15
If you go through the post I did contact the UK direct and they stopped the PAYG and then sent an incorrect sim, bear in mind the original contract sim was lost with the phone. I am leaving O2 I just wanted to vent what a completely hopeless bunch they are.
on 09-10-2014 12:18
on 09-10-2014 12:18
on 09-10-2014 12:22
on 09-10-2014 12:22
I totally understand, but sending an incorrect sim is possibly an innocent mistake. You are perfectly entitled to vent and also to leave. It's your choice, and no one here is trying to sway your decision. If you do leave, just be aware that you will still have to pay the remainder of months left on your contract. If you have a direct debit set up, do not cancel it until you receive a zero bill from O2.
on 09-10-2014 12:37
on 09-10-2014 12:37
on 09-10-2014 13:04
No It was a mistake made on two occasions, the first sim had the original number as they couldn't grasp what I wanted and the second one PAYG and the wrong number totally. There is no excuse it was incompetence
on 09-10-2014 13:20
on 09-10-2014 13:20
on 09-10-2014 13:26
on 09-10-2014 13:26
@Anonymous wrote:the first sim had the original number
That is correct, as you have now been told by 2 different people.