Upgrade tariff process horrific

[JamesG]

Im an existing O2 customer of over a decade and recently wanted to upgrade my tariff to a new tariff. Im writing this while on hold for at least the 7th or 8th time and one hour 20 minutes into the call to upgrade my tariff. Twice two separate advisers 'couldn't find the Sim only deal on their system' despite it being on the 02 website. The call handlers were very difficult to understand with English clearly not their first language.

All in all one of the worst customer service experiences Ive had.

[MI5]

@JamesG 

You can upgrade in your MyO2 https://mymobile.o2.co.uk/ or in any O2 store also.

[Rhtg1987]

I agree customer service is shocking and not being able to speak to someone without having to spell my name ( Rachel ) 16 times is ridiculous 

Is the call centre located abroad because I had great difficulty in getting them to understand me , I may as well of spoken Welsh