o2 chat not working and Customer service asks to call back after verification - because too busy

[Anonymous]

is there anyone available in O2 to service customers?.

[Toby]

Hi @Anonymous,

Sorry to hear that you cant get through. We're experiencing a few issues with accessing customer service which is affecting waiting times. We're working as quick as we can to resolve it

[MI5]

More issues Toby?

[gindygoo]

@Toby do you have any specifics about what's affected by these latest issues? Obvs call waiting times are longer than usual, is that all or are customers still not receiving help once they've persevered and gotten through to CS?

[Toby · Accepted solution]

Hi @gindygoo,

Customers are still being helped as normal, but waiting times are affected as a result of the issues. That's all the info I have right now but I'll update with any more I receive.

[Anonymous]

As a customer i can confirm that the customer experience with O2 is on a express downward slippery slope.

The worst part of all of this is, Alright i dont want to deal with people on phone and on Chat as its not working - i ****** into a shop that i bought my phone and so called Gurus say - we cant help you as we can't access your account. Which is an obvious lie as they surely can access it to sell / upgrade the account. But WONT access it to help when things to Wrong... Toby - can you tell me what you will do to esclate this??

[jonsie]

Earlier today (around 10am uk time) I tried to use live chat. Constant message was that all agents were busy. I used the chat link on complaints and got through to a delightful young lady who dealt with my issue despite not having a complaint. Please pass on my thanks to Salina @Toby

[Anonymous]

Thanks for the heads up, been trying all day to contact O2 via chat or phone with 30 min waiting times and then being cut off. I was also supposed to be called today at 9:30 by a manager, but nothing. I tried your suggestion and managed to get through to someone in complaints who is dealing with my issue. Hopefully it will get sorted, otherwise I will have to complain about the complaints dept too! Argh! 

[jonsie]

Hope they resolve your issue, normally you do at least get through to a UK adviser.