Miss, 02 Jan. 2025 , 03:44pm
Yes, continue ✔️

O2 Virtual Assistant, 02 Jan. 2025 , 03:44pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 02 Jan. 2025 , 03:44pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Miss, 02 Jan. 2025 , 03:44pm
07802669877

O2 Virtual Assistant, 02 Jan. 2025 , 03:44pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:44pm
Technical Support 🔧

O2 Virtual Assistant, 02 Jan. 2025 , 03:44pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:46pm
Phone

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:46pm
My phone isn't updating

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
I'm sorry to hear you're having trouble updating your phone. Check out our troubleshooting guide to try and fix your phone from home.
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O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
[Rich Content]
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O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:46pm
👎 No

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:46pm
Speak to an Expert

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
[Rich Content]
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Miss, 02 Jan. 2025 , 03:46pm
It’s about my Account

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
Thanks! 🙏
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O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
Please can you confirm your full Name
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Miss, 02 Jan. 2025 , 03:46pm
Miss Katie waterman

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Miss, 02 Jan. 2025 , 03:46pm
Yes

O2 Virtual Assistant, 02 Jan. 2025 , 03:46pm
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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Miss, 02 Jan. 2025 , 03:48pm
Yesterday I contacted you because I lost all my voicemails when I updated my phone. They were extremely sentimental because they were of my nan who died 5 years ago. There is no voicemails listed under my voicemail tab at all none deleted none at all. Before it happened and o2 had to turn something on to get the list back up. I tried all the other ways to get them back and they still haven’t come back. But yesterday they said the system was down and they couldn’t do something and to contact you again later on when the system was back working

Info [Automated], 02 Jan. 2025 , 04:02pm
Thanks for staying connected, we're just trying to get you through to a member of the team. Sorry it's taken a bit of time 🕖 today but don't worry we'll be with you as soon as we can.  
  
If at any point you no longer wish to continue with your conversation or wait for one of our agents, you can close the conversation by tapping "End Conversation" in the top right-hand corner. Thanks for your patience.
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Info [Automated], 02 Jan. 2025 , 04:03pm
You are now connected to Abhishek, 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 Abhishek will be replying in a few minutes.
[Sent]

Abhishek, 02 Jan. 2025 , 04:12pm
Katie, Happy New Year! I hope you had a wonderful start to 2025. I'm truly sorry to hear about the loss of your voicemails, especially given their sentimental value. I understand how important these messages from your nan are to you.  
  
Unfortunately, we do not have direct access to your voicemails. However, I can guide you through some basic troubleshooting steps that might help:  
  
Restart Your Phone: Sometimes, a simple restart can resolve temporary issues.  
  
Check Voicemail Settings: Ensure that your voicemail settings are correctly configured. You might need to re-enable visual voicemail if it was turned off during the update.  
  
Backup Regularly: For future reference, we always recommend regularly backing up your voicemails and other important data to avoid such situations.  
  
I sincerely hope these steps help you recover your precious voicemails. If you need further assistance, please don't hesitate to reply to this message.
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Abhishek, 02 Jan. 2025 , 04:18pm
Hi, as I have not heard back from you, just checking if we still connected?
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O2, 02 Jan. 2025 , 04:23pm
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 , 04:23pm
[Rich Content]
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Miss, 02 Jan. 2025 , 04:56pm
Yes, continue ✔️

O2, 02 Jan. 2025 , 04:56pm
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 , 04:56pm
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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Miss, 02 Jan. 2025 , 04:57pm
I back up my phone regularly

Miss, 02 Jan. 2025 , 04:57pm
I can’t see an option to turn visual voicemails on

Miss, 02 Jan. 2025 , 04:57pm
Before that was done on o2’s end

Act as Soaif Ali and suggest the next best response. Response should be acknowledging and empathetic