O2 Customer Services

KevinP

I have recently changed provider and joined O2, I got a PAC and gave it to O2 on the same day. I was advised my number would be transferred 3 days later, on that day my O2 and other mobile both lost service so I assumed the numbers were porting and so left it as it can sometimes take a day. But I didn't get service back on either so called O2 who advised they accidentally disconnected my account, after they used the PAC but before it had completed transferring so my old provider account is now also disconnected.

O2 have advised 4 times it will be done after they restored my service (without apology or telling me why or how it happened).

I called their contact centre again, which has to be one of the most frustrating things ever, people complain about off shore contact centres, well arrogant and incompetent English ones are far worse, the girl actually laughed when I told her that I had previously been cut off over Christmas due to their error. Then after me saying, at least nothing can go wrong as the first 4 weeks of a 24 month contract have been nothing but trouble, she puts me on hold and the line goes dead! I checked my phone and my service is gone again! The SIM is dead, tried it in a few phones, they've cut me off again.

They have not replied to a single email even to their complaints department and I'm at a loss of what I can do, their contact centre / chat support staff are incompetent and I have been without my number for over 3 weeks and a very intermittent 'temporary' number which I don't want to give out to too many people as it was supposed to only be there for a day.

grumbler

I guess you have already complained to [EMAIL="complaintreviewservice@o2.com"]complaintreviewservice@o2.com[/EMAIL]
with all the details they require and they have not replied within 5 working days as they promise.

Then formally your next step is
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU

Phone: 0845 050 1614
Textphone: 0845 051 1513
www.os-communications.org
Email: [EMAIL="enquiries@os-communications.org"]enquiries@os-communications.org[/EMAIL]

pinkzebra

A similar thing happened to me recently. I gave them the pac code, they said I would be up and running by 6pm - at 6pm my phone still didn't work. After 4 days, and a lot of phone calls, they resolved the problem. After complaining, they gave me £15 credit and 100 minutes as compensation (I'm on pay-as-you-go).

I hope you get everything sorted out soon.