Ryan, 18 Feb. 2025 , 03:36pm
I’ve now had another call from the complaints team when I’ve now specifically asked 3 times to be contacted by email as I cannot speak over the phone either due to poor signal at home or being at work. This really becoming a joke now

O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Ryan, 18 Feb. 2025 , 03:36pm
07922532328

O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
[Rich Content]
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Ryan, 18 Feb. 2025 , 03:36pm
Something Else ❔

O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
[Rich Content]
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Ryan, 18 Feb. 2025 , 03:36pm
Something Else ❔

O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
[Rich Content]
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Ryan, 18 Feb. 2025 , 03:36pm
Pay Monthly

O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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O2 Virtual Assistant, 18 Feb. 2025 , 03:36pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 18 Feb. 2025 , 03:37pm
[Rich Content]
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Ryan, 18 Feb. 2025 , 03:37pm
It’s about my Account

O2 Virtual Assistant, 18 Feb. 2025 , 03:37pm
Thanks! 🙏
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O2 Virtual Assistant, 18 Feb. 2025 , 03:37pm
Please can you confirm your full Name
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Ryan, 18 Feb. 2025 , 03:37pm
Ryan Lee

O2 Virtual Assistant, 18 Feb. 2025 , 03:37pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Ryan, 18 Feb. 2025 , 03:37pm
Yes

O2 Virtual Assistant, 18 Feb. 2025 , 03:37pm
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], 18 Feb. 2025 , 03:37pm
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.
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Ryan, 18 Feb. 2025 , 03:37pm
I’ve now had another call from the complaints team when I’ve now specifically asked 3 times to be contacted by email as I cannot speak over the phone either due to poor signal at home or being at work. This really becoming a joke now

Soaif Ali, 18 Feb. 2025 , 03:40pm
Hi Ryan, good afternoon. Thanks for contacting O2.  
Sorry to know that you are facing network issues.  
  
If you’re experiencing any problem with our services, you can try switching off your device and then switching it back on again to check if that helps.  
Alternatively, you can try resetting your phone's network settings, this will refresh the network on your phone and you shall be able to use the services again in a better way.  
  
Please reset your network settings:  
Go to Settings > General > Transfer or Reset [Device] > Reset > Reset Network Settings.  
  
After this please restart your phone for more than a couple of times and you will be good to go!  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.  
  
We will stay connected, Just do not click on (X).
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Ryan, 18 Feb. 2025 , 03:42pm
I’ve tried all of that before and I’m not here for further technical support, I’ve got a complaint raised and I’m supposed to be contacted via email but they keep calling me, I specifically asked to be emailed so why do you keep calling?

Soaif Ali, 18 Feb. 2025 , 04:13pm
Ryan, if you need complaints communication over email.  
Please use, <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>  
  
Make sure you include your contact details and what you'd like us to do to resolve your complaint. We'll send you an acknowledgement of your complaint straight away and get the investigation started. We'll try to give you a call on the phone, so let us know when it is best to call you.  
  
If you have any other questions or requests, just let me know!
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Ryan, 18 Feb. 2025 , 04:14pm
The complaint has already been raised! This really isn’t a very helpful contact service, you’re offering me no support you’re just copy and pasting from help sites, I need you to inform the complaints team to stop calling me as they shouldn’t be. When I raised the complaint through this contact method I was ensured I would only be contacted by email and that hasn’t happened so I need you to correct this. I also want to be compensated for this chat as you aren’t even trying to support me

Soaif Ali, 18 Feb. 2025 , 04:21pm
Hi Ryan, I completely understand your frustration, and I’m really sorry for the inconvenience this has caused you. I wish I could reach out to the complaints team directly to address your situation, but unfortunately, I'm unable to do that.  
  
However, I recommend calling our voice team at 202, where they can assist you directly and ensure your preference for email communication is updated with the complaints team.  
  
I understand this is not the ideal solution, and I truly appreciate your patience as you navigate this issue. If there’s anything else I can do to help, please let me know!
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Ryan, 18 Feb. 2025 , 04:21pm
Well how have the past agents been able to but you can’t? More like you don’t want to

Soaif Ali, 18 Feb. 2025 , 04:43pm
Ryan, those complaints are mostly closed by the advisor.  
  
If you want to be in a direct contact with the complaints team, call and email is the only option.
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Ryan, 18 Feb. 2025 , 04:44pm
The advisor didn’t close the complaint or I wouldn’t be being contacted by the complaints team would I. I need you to inform the complaints team to contact me via email, at this point this is the most unhelpful chat I have had and I will be adding this into the complaint at this stage as this service is the furthest thing from helpful right now

Soaif Ali, 18 Feb. 2025 , 04:52pm
Just to confirm, are you referring to the advisor Murali?
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Ryan, 18 Feb. 2025 , 04:52pm
I am not sure who it was, but they were a lot more helpful than you currently are at this stage

Soaif Ali, 18 Feb. 2025 , 05:01pm
Okay, I have found notes pasted by the advisor Murali  
Neil from complaints team has updated "We can’t contact users by email to diagnose faults, the customer has had 2 calls attempts so far, a further 3rd calls will be made."  
  
This was updated today morning at 09:18
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Ryan, 18 Feb. 2025 , 05:02pm
I cannot communicate via phone as most of the time I don’t have signal, so I need to be emailed and was initially assured I would be contacted this way

Ryan, 18 Feb. 2025 , 05:02pm
This is just a joke now

Ryan, 18 Feb. 2025 , 05:03pm
I want to be compensated for these issues

Soaif Ali, 18 Feb. 2025 , 05:19pm
Ryan, if needed I can add notes on your account and ask for the calling team to reach the complaints team and then they can look into your case.
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Ryan, 18 Feb. 2025 , 05:22pm
Yes, they need to contact me via email

Ryan, 18 Feb. 2025 , 05:22pm
Otherwise the complaint will just get closed and then I’ll need to re contact to open it which has been happening

Act as Soaif Ali and suggest the next best response saying,  I will do that, additionally it would be great if you can keep the complaints email with you just in case if you need it. Response should be acknowledging and empathetic