So fed up with O2 not listening to me regarding how to upgrade and transfer my number across.

[HCWilts]

This is now my third time contacting O2 over something that should be super simple to solve but it continues to be messed up to the point it is costing me more money every time.

I upgraded my phone back in October 2023, paid the £82 upgrade fee. This website crashed so the payment didn't go through. So I called customer services, who after far too long back and forth eventually put through my request. Although they didn't, in fact they simply added a brand new contract onto my account which I had never wanted.

So I called again, and explained and repaid this £82.00 so my upgrade could finally be completed. I then requested that my old number be applied to this new contract so I would only ever have one contract in place. This has not happened. I am now stuck with two contracts, with the new one now having the details of the old contract, so I am now paying more for even less?

Not only this, but I am now being billed twice, when I have made every way possible to contact O2 to rectify this mistake. And now the livechat function doesn't even seem to be availability just these community posts. I'm hesitant to keep ringing a customer service team who clearly aren't understanding my request or clearly don't care.

I have also emailed the complaints review service of O2 and not only did I not receive a reply, I didn't even receive a response acknowledging my email. It's been beyond shocking of a service.

I want my old number to be transferred to my new contract as per my upgrade wishes and any over payment to be refunded to me. This is completely unacceptable and I shouldn't be having to chase this over and over again for such a simple request.

Please look into this urgently.

[Bambino]

@HCWilts This is not O2. This is a customer community. We have no access to anyone's account information.

You need to speak to customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 (Payment Management) or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[HCWilts]

I'm aware of that, thanks.

However, I have tried to click on the Virtual Assistant and it now takes me to this page instead of the Virtual Assistant functionality. So if you know how to access the Live Chat function now, that'd be helpful.

[Bambino · Accepted solution]

@HCWilts Live Chat is as useless as the Virtual Assistant is. Calling or using the social media links are your best options, and they're not of much use either. O2 customer service is pretty poor these days. All you can do is keep trying in the hope that you'll get someone who will be responsible for your issue and sort it out for you.

[HCWilts]

Haha! Well 😂 Thanks for that. I'll try those options, again, and hope for the best!

Appreciate it x

[jonsie]

Live chat usually pops up when browsing the shop pages