Error Message trying to complete an over-the-phone order on the website

[Anonymous]

Had a bit of a nightmare trying to complete an order placed over the phone today. It's all sorted now (I hope) but here's the short version:-

Wanted to upgrade handset and also buy a tablet.
Upgrade was processed fine, then passed to new connection to get the tablet. The lady who upgraded said to make sure I asked for a new account on the online or it may go wrong. I did this, but the new connection advisor said it was fine, didn't need to do this.

When using the email links to complete the orders, the handset went through fine, but the tablet errored out at the last step, asking to phone 202 to complete the order.
I did this, and after a lot of to and fro, the new advisor decided to process the new conneciton from fresh. She again advised me to complete it online with the existing account.

Again, this time, it went wrong at the end, same error message.

Third call to 202 , and this time, the advisor (in a different call centre, Glasgow) knew straight away what had happened, why it had happened, and the best way to sort it if I wanted to order the tablet now rather than wait until the upgrdae had finished.

He put through a new connection the third time, but he helped me set up a new separate login to the website, ensuring I logged out first. With this new log in (requiring a different email address (i used googlemail instead of gmail)), the transaction completed correctly.

Basically, you have to ensure you use a seperate log in for each connection if you have more than one transaction at the same time.

I really wish the new connections advisors the first two times (who could see my upgrade in progress) had known this was an issue. Would have saved me from a couple of hours of annoyance. Thankfully James in Glasgow was extremely knowledgeable and helpful to get it sorted.

[jonsie]

There always seems to be problems ordering online. A good tip for getting round it but to be honest I would always go instore. Too much stress  ordering online but thankfully you got sorted. If they know the process has problems why can't they sort it? It's been like this at least 12 months!

[MI5]

Well done James

[Cleoriff]

You couldn't make it up could you? Absolutely stupid system.... failing because a customer wishes to purchase more than one item. Time consuming and stressful for the op. Most people would have given up...bought the tablet from somewhere else...and O2 would have lost the sale....Pathetic....seriously pathetic....

[jonsie]

And this is a leadingprovider in telecommunications? 

[Toby]

Hi @Anonymous,

I'm Toby, the community manager. Welcome! Sorry to hear about thus. I will feed it back to the team. If you would like to chat about this or need more help, feel free to send me a PM.