Account issues? Ask our Gurus

[LukasB]

Welcome a brand new type of O2 Gurus 👋🏻

While our amazing O2 Gurus have been helping with technical issues during the Covid-19 crisis - we have come across some account related issues that used to be referred to customer service. So we would like to introduce you to a new type of guru joining the community.

What can the new Gurus help with?

Our new Gurus can can help with a huge range of questions or issues that are account related and that we couldn’t look into before.

• Calling issues
• SMS Issues
• MMS Issues
• Data issues
• Network Issues everywhere
• Network Issues in one particular area
• Voicemail issues

Who are our new O2 Gurus?

There's quite a few, so click the tag below to see the current list of new O2 Guru support members

More info

@Anonymous @O2Angela @O2Daniel @O2Ellie @O2Elliott @O2Emma @O2Georgina @Anonymous @O2Jayne @O2Jonathan @O2Jordan @O2Kayleigh @Korey01 @O2Kyle @O2KyleW @O2Lisa @O2Lucy @O2Lyndsay @O2Margaret @O2Richard @O2Ryan @Anonymous @Anonymous @Thomaso1 @O2Waqas

How does it work?

Our new Gurus will not be prowling the community proactively for new things to answer. They are handling other customer service queries on other channels, but once tagged, they will aim to dedicate some time to help out with the queries you guys have spotted on the community. So if you come across questions that need account access, please tag one of the new Gurus and they will look into it.

• spot a thread that needs account help
• tag one of the gurus that is online 
• they will pick up the conversation in a pm

Who is online?

Of course our new Gurus need to eat and sleep as we all do. To support our helpers with knowing which account staff is available at specific times, the rota will be updated on a daily basis. You can see who is online here.

[Cleoriff]

Yes @gmarkj not happy with this at all!

@Marjo @Martin-O2 @LukasB 

We did ask for an explanation of HOW issues were solved. That isn't happening!

[LukasB]

@Cleoriff It will happen. Give it a bit of time and we will iron out the kinks. 

[Cleoriff]

Ok @LukasB 

[gmarkj]

Here is another solved problem without describing (or outlining) the solution @LukasB:
https://community.o2.co.uk/t5/Pay-Monthly/URGENT-Cancelled-Order-still-active/m-p/1381993#M209741
Do you have an idea of the time frame to iron out the kinks?
Would be nice to know so we can inform others if they have the same issue in the future...

[LukasB]

still working on it @gmarkj - it is only week 2 now so give us a tiny bit of time 

[pgn]

---

@LukasB wrote:

@Cleoriff It will happen. Give it a bit of time and we will iron out the kinks. 

---

Ah, you left the door on the latch there, @LukasB 

[Cleoriff]

---

@pgn wrote:

---

@LukasB wrote:

@Cleoriff It will happen. Give it a bit of time and we will iron out the kinks. 

---

Ah, you left the door on the latch there, @LukasB 

---

One of my favourite 60's groups @pgn 

[Mi-Amigo]

---

@LukasB wrote:

@Cleoriff It will happen. Give it a bit of time and we will iron out the kinks. 

---

@Cleoriff and @pgn 

I reckon to iron out the Kinks is gonna take

but we will probably have to wait for a

before it actually happens 

[Cleoriff]

All those Kinks songs and my favourite not showing...