Ellie, 02 Jan. 2025 , 10:50am
Help

Ellie, 02 Jan. 2025 , 10:50am
Hello

O2 Virtual Assistant, 02 Jan. 2025 , 10:50am
Thanks for messaging with O2.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:50am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ellie, 02 Jan. 2025 , 10:50am
07946332856

O2 Virtual Assistant, 02 Jan. 2025 , 10:50am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:50am
Something Else ❔

O2 Virtual Assistant, 02 Jan. 2025 , 10:50am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
Account & Contract 📑

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
No

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
Technical Support 🔧

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
Hello

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
Sorry, we need you to select one of the below options.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
Change my details

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
You can update your details in My O2. Depending on the details you want to change, you may need to upload proof. Head here to change your details. On the 'Account' tab, scroll down and click on 'View all', from here, scroll down to 'Manage my personal details'. You'll be sent a code to your phone before changes can be made.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
👎 No

O2 Virtual Assistant, 02 Jan. 2025 , 10:51am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:51am
Speak to an Expert

O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
[Rich Content]
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Ellie, 02 Jan. 2025 , 10:52am
It’s about my Account

O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
Thanks! 🙏
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O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
Please can you confirm your full Name
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Ellie, 02 Jan. 2025 , 10:52am
Ellie welsh

O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ellie, 02 Jan. 2025 , 10:52am
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 10:52am
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 02 Jan. 2025 , 11:03am
You are now connected to Sharmila, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Sharmila will be replying in a few minutes.
[Sent]

Sharmila, 02 Jan. 2025 , 11:07am
Hi Ellie, thank you for your patience while connecting with us through O2. Happy new year!  
  
My name is Sharmila, and I'm glad to assist you. I see that you want to change your account details, could you please provide more details about the issue you're experiencing? This will help us to assist you more effectively.
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Sharmila, 02 Jan. 2025 , 11:13am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know.
[Sent]

O2, 02 Jan. 2025 , 11:17am
Sorry we seem to have missed you! If you would like to continue your conversation today, just let me know 😊
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O2, 02 Jan. 2025 , 11:17am
[Rich Content]
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Ellie, 02 Jan. 2025 , 11:42am
Yes, continue ✔️

O2, 02 Jan. 2025 , 11:42am
Ok, no problem. Getting you through to an expert now 😊 keep an eye out for a notification once they've responded!
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Info [Automated], 02 Jan. 2025 , 11:51am
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
[Sent]

Soaif Ali, 02 Jan. 2025 , 12:00pm
Good morning, Ellie! Thank you for getting in touch with O2. I’m sorry for the wait time.  
  
I see that you're looking for support with your O2 account. Could you please elaborate on your query? If you have several concerns, you can send them all at once.
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Ellie, 02 Jan. 2025 , 12:02pm
I had an open complaint over the past couple months. The log was closed without my consent at first. It was then reopened however I have now had a text that it has been closed as I haven’t responded. I have had no phone calls or emails, I was told I would have correspondence through email

Act as Soaif Ali and suggest the next best response saying, I can raise a complaint ticket again but only if you can provide any alternate number, looks like due to network issues team isn't able to reach you. Also instead you can speak to our team directly by ringing them on 202, if you aren't able to ring by yourself, you can dial 0344 809 0202 from landline or any other phone . Response should be acknowledging and empathetic