terrible customer service

[AMullan1]

Anyone else been having terrible customer service issues with O2 lately? I started a new contract at the end of February and did a transfer of ownership of my old number, expected to take 24-48 hours to complete. It has still not been completed despite calling up TWICE (leaving a month in between each so as not to be rude during this epidemic) and TWICE being told that it would be completed within 24 hours, all the while STILL charging me my monthly bill for the OLD contract alongside the new! 3 months in and even trying to speak to anyone at O2 is an impossible task. The phone lines are only taking fraud and stolen phone calls (how someone would steal your phone when you are stuck indoors on lockdown is a mystery) and literally hang up on you if it's not that and the webchat on My O2 has been unavailable this entire lockdown. This has left me paying 2 bills for 2 months while I am on reduced wages in the first place due to furlough. This seems to be the only place that I can actually express how irritaing this has been since O2 have made it impossible to communicate in any other way. Hopefully I am an outlier and everyone else has been getting along fine, but if you have been suffering as I have please direct traffic to this post so O2 will get off their ****'s and actually serve their customers.

[Cleoriff · Accepted solution]

@AMullan1 

What a mess. Sadly this is not O2, it's a community forum made up of customers like yourself.

There are various numbers to call O2 in this guide

Guide: Coronavirus Community Help and Support 

This is urgent so you need to call any number and press any option including fraud.

The number which gets the best response is

0800 587 4005.

[adamtemp64]

I like others may be confused why is it a transfer of ownership and why a new contract ? Normally it would be a straight upgrade keeping old sim etc .

We are all customers here with varying knowledge that can try to help you (are you consumer or business)

[pgn]

These are the categories of query that O2 deem "Essential", regardless of what the recorded message says when you call - ignore the yellow box, that was for another customer's query. 

Good luck, @AMullan1.