O2 useless in answering my call

Handsome90

I've been with O2 for the past 2 years. My phone contract with them is about to expire in a few weeks. I've heard that they will automatically change my contract into a 1 month rolling contract after the existing contract expires. Is that true?

I've phoned them more than 10 times already (started calling them before the release of iPhone 5) and each time no one answered for over 20 minutes; after that I gave up and hung up.

This is frustrating as I'm planning to switch to a cheaper contract with other networks. If they don't answer my call, I can't tell them that I'll be leaving them after my contract expires and ask for a PAC code.

Any suggestions?

skateykatey

Not a great deal of help to you but I've had contracts with O2 for years now and have never had any probs getting hold of them on the phone so not sure what's happening there.

Is there an O2 store local to you that you can visit instead????

barbiedoll

Are you not getting through at all or are you going through an automated system where you have to "Press 1 for upgrades, press 2 for bill enquires" etc?

If you're getting through to the system, always press the option for "disconnections" or "termination of contracts" or similar. Or wait for the operator and specifically ask for the department who will deals with cancellations. They always answer these calls more quickly because they don't want you to leave. I always choose this option, no matter what I need to speak to them about, it's the only way to avoid the 20 minute wait! :mad:

CKhalvashi

barbiedoll wrote: »

Are you not getting through at all or are you going through an automated system where you have to "Press 1 for upgrades, press 2 for bill enquires" etc?

If you're getting through to the system, always press the option for "disconnections" or "termination of contracts" or similar. Or wait for the operator and specifically ask for the department who will deals with cancellations. They always answer these calls more quickly because they don't want you to leave. I always choose this option, no matter what I need to speak to them about, it's the only way to avoid the 20 minute wait! :mad:

Pressing 0# generally works, too.

CK

madmayo

I think perhaps they were having a glitch with their systems or generally busy. All the years I was with them I never had a single problem, even when I decided to terminate my contract to go to Tesco. I had none of the speil trying to keep me.

Obviously they asked why. Told them the new contract I could get with a different supplier, agreed they could not match it and eveything went through fine, All I did get was confirmation that Tesco was taking a lot of customers. Why not, they operate on same network and half the price!

And no I dont work for either company, just trying to tighten my belt!!

Handsome90

Hi everyone, thanks for your reply.

I was getting through to the automatic system.

Yes I pressed the options for disconnections (customer retentions?) but still I had to wait over 30 minutes.

I went to the store but they said that they can't deal with queries regarding customer services but I could use their phone to call customer services if I would like that.

It's all sorted now. I got through to them after waiting for over 40 minutes. If it's due to the release of iPhone 5, then they should have anticipated this!

Anyways, I've managed to get the PAC without any fuss from them so I can't wait to join a network which is cheaper than O2 (like giffgaff or Tesco)

skivenov

Do you have an O2 shop near you? Might be an easier way of doing things.

Miss_Poohs

Giff gaff is O2 - I have a sneaking suspicion tesco is too.

madmayo

they run on same net work but different companys..

Helix

madmayo wrote: »

they run on same net work but different companys..

Giffgaff have the same parent company as O2, Telefonica. I have a feeling that Tesco mobile is a joint venture between Tesco and Telefonica

Buzby

To clarify a misconception - your contract neither changed, switches, or expires. The only thing that happens is you have met your minimum term commitment, and the contract simply continues until you tell them you want to leave, giving 30 days notice. There is/was no 'rolling' element, as you contract notice period remains static at 30 days from when you give it.

If you do nothing, the contract continues as normal.

If contacting CS to arrange cancellation is proving difficult, WRITE, giving the required 30 days notice - and it is best to so this in sync with your billing date (as this saves messy part-month payments and refunds).

After that, you've got your freedom!