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Why can't I chat to someone online about my upgrade?

Anonymous
Not applicable

Hi

 

I've been trying to find out what options I have to upgrade and was hoping to speak to someone online but all I get when I go in is a message saying "waiting to see if an agent is available?"  Anyone know what the issue is?  I'm a busy man so don't have the time to speak to someone on the phone for half hour about it.

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MI5
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There are ongoing problems with contacting CS at the moment which o2 are aware of.
It might be quicker for you to pop into an o2 store or wait a few days for it to be fixed.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
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There are ongoing problems with contacting CS at the moment which o2 are aware of.
It might be quicker for you to pop into an o2 store or wait a few days for it to be fixed.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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Message 2 of 23
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gmarkj
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There are issues contacting anyone in Customer Services currently, both on the phone and through live chat.
The only other option is going to a store if there is one local and you have time.
Otherwise it is just a waiting game I am afraid...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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Chattymuch
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systems were down for a lot of advisors yesterday for most of the day, they are probably experiencing a major backlog of customers

I work for O2 but my comments and opinions posted here are solely my own and do not reflect those of Telefonica"
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gmarkj
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The phrase "were down" suggest that they are back up now @Chattymuch. Is this correct or are there still technical issues?

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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MI5
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We had complaints of long wait times since Sunday.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Toby
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Thanks for updating @Chattymuch and welcome back!

@gmarkj, there are still a few issues affecting waiting times but I'll see if we have any updates of improvement and full resolution today.

Fancy writing a great device review or O2 forum guide? Send me a message!

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Cleoriff
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@Toby wrote:

Thanks for updating @Chattymuch and welcome back!

@gmarkj, there are still a few issues affecting waiting times but I'll see if we have any updates of improvement and full resolution today.


I hope so @Toby as people are still complaining.

*The Game Is On*

Girl in a jacket
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gmarkj
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Thanks @Toby.
As @MI5 mentioned on another topic (sorry, catching up and seen a few with this issue) it would be worth either putting a message on the CS phone so people know, and/or putting something on the web page.
At the very least, if people know there is an issue then they might be a little more understanding.
Just saying waiting times are over 30 minutes or not available is just going to wind them up...

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).


Link to our guide on how to contact them can be found here

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Toby
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Not a bad shout @gmarkj, I shall send a message about this over to the rest of the team to see if its feasible.

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

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