15-10-2011 15:24
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16-10-2011 08:02
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16-10-2011 12:58
16-10-2011 12:58
I am trying to get a PAC code to move to a new service provider. I rang yesterday at 6pm and got a recorded message saying they were closed - despite the published opening times being up to 9pm.
I rang again today and I am still on hold waiting for one of their "UK Based advisors" to become available. 1 Hour 32 minutes so far - How much Take Than on jold music can you take?
I tried emailing but got a standard reply which tells me to ring the phone number that I am still waiting on
16-10-2011 13:47
16-10-2011 13:47
16-10-2011 13:47
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16-10-2011 14:42
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27-09-2012 09:27
27-09-2012 09:27
This is nothing compared to my experience. I have spent the past week trying to get a PAC code. Most of the time I just get a message saying they are busy and tell you to call again later - you then get discoxnected. Yesterday, after holding for 45 minutes I spoke to someone incredibly rude who pretended to be deeply offended when I used the word 'sh1t' in response to his telling me that if I got security question wrong I would have to ring bacK snd start again. He said he was 'not there to help me' in response to which I asked what else was he there for. He then said he was terminating the call and did so. It's notable that they do not need to terminate the call if you get a security question wrong if you ring up for anything other to end your contract.
They claim the wait is due to the huge number of people ringing to upgrade to iPhone 5. This is a complete lie as you get through immediately if you ring and select 'upgrade'.
I then tried the online chat forum. This took 3 hours of going through different people. Amazingly, I got disconnected each time at the crucial moment - I re-started the whole process three times then gave up.
I liked O2 prior to this experience and would have happily re-joined them once the iPhone 4G mess was over. However, after this experience I would never use them again and will complain to Ofcom. They clearly have adopted a policy of making it near-impossible for anyone to lePoseidon response to the flood of people who are no doubt leaving to join Orange / T-Mobile for 4G.
27-09-2012 09:31 - edited 27-09-2012 09:32
It is entirely possible that, due to this week (and last) being by far the busiest of the year for pretty much all network providers, resources are concentrated on the sales/upgrades lines as that is where the predominance of calls will be.
As such, there are possibly fewer CS staff on other lines and therefore what the gentleman you spoke to said could well be very true.
Given you've already mentioned the kind of language you were using on the call, one can hardly blame him for not wanting to be sworn at, particularly if he was trying to protect your account by not givng information to someone he could not identify.
27-09-2012 09:47
27-09-2012 09:47