N/A, 07 Jan. 2025 , 10:33am
How can I help you today?
[Sent]

Alison, 07 Jan. 2025 , 10:33am
I have just received a message to say I have ordered a phone but I have not ordered anything

O2 Virtual Assistant, 07 Jan. 2025 , 10:33am
Thanks for messaging with O2.
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O2 Virtual Assistant, 07 Jan. 2025 , 10:33am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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Alison, 07 Jan. 2025 , 10:34am
I have not got the phone number but a have a ordered number

O2 Virtual Assistant, 07 Jan. 2025 , 10:34am
Hmm...I don't recognise that mobile number.  
  
Can you try typing it again in a 07123456789 format with no spaces please?
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Alison, 07 Jan. 2025 , 10:35am
Can't I think my account has been hacked

O2 Virtual Assistant, 07 Jan. 2025 , 10:35am
Let's try one more time. What's your mobile number?
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Alison, 07 Jan. 2025 , 10:36am
07540435095

O2 Virtual Assistant, 07 Jan. 2025 , 10:36am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:36am
Buying & Upgrading 🛒

O2 Virtual Assistant, 07 Jan. 2025 , 10:36am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:36am
Yes

O2 Virtual Assistant, 07 Jan. 2025 , 10:36am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:36am
My order hasn't arrived

O2 Virtual Assistant, 07 Jan. 2025 , 10:36am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:36am
Existing customer

O2 Virtual Assistant, 07 Jan. 2025 , 10:36am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:37am
Device

O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
If you're expecting a replacement or a new device, you’ll be able to track your order in My O2, once you’ve had an email saying it’s been dispatched.
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O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
[Rich Content]
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O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:37am
👎 No

O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:37am
Speak to an Expert

O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
[Rich Content]
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Alison, 07 Jan. 2025 , 10:37am
Report Fraud

O2 Virtual Assistant, 07 Jan. 2025 , 10:37am
Thanks! 🙏
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O2 Virtual Assistant, 07 Jan. 2025 , 10:38am
Please can you confirm your full Name
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Alison, 07 Jan. 2025 , 10:38am
Alison Richardson

O2 Virtual Assistant, 07 Jan. 2025 , 10:38am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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Alison, 07 Jan. 2025 , 10:38am
Yes

O2 Virtual Assistant, 07 Jan. 2025 , 10:38am
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], 07 Jan. 2025 , 10:46am
You are now connected to Vijay, 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 Vijay will be replying in a few minutes.
[Sent]

Vijay, 07 Jan. 2025 , 10:51am
Hi Alison, my name is Vijay. You are through O2. I will assist you in the best possible way.  
  
As I have checked your account, I found that you are facing some issues regarding your recent order.  
  
So, to help you best in this regard, as I have checked your account and found that an order has been placed at your account on [07/01/2025](https://bss-toms-prd.gslb-osp1.it.uk.pri.o2.com/csrdesktop/csrdesktop.jsp?sub=12544106394100536068#!board;customerId=6169034568858040744;objectId=6171915491158660795;sectionId=salesOrders). Just to confirm is this order is not placed by you?
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Vijay, 07 Jan. 2025 , 10:56am
Just to let you know I am still on chat!!
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O2, 07 Jan. 2025 , 11:01am
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, 07 Jan. 2025 , 11:01am
[Rich Content]
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Alison, 07 Jan. 2025 , 11:22am
Yes, continue ✔️

O2, 07 Jan. 2025 , 11:22am
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], 07 Jan. 2025 , 11:24am
You are now connected to Zarmin, 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 Zarmin will be replying in a few minutes.
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Alison, 07 Jan. 2025 , 11:24am
Yes, continue ✔️

Alison, 07 Jan. 2025 , 11:26am
Can someone ring me please

Zarmin, 07 Jan. 2025 , 11:33am
Hello Alison.  
Greetings for the day 😊.  
  
Thank you for connecting with us through O2. My name is Zarmin. I am here to assist you today.  
  
Just to confirm, I understand that you have not ordered the phone, but you got the text that you have ordered a phone.  
  
No worries, I am here to help you to sort this out.  
  
As Ican check in the account, that there is no order placed for the phone. Please let me know if you have any other O2 account.
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Zarmin, 07 Jan. 2025 , 11:39am
I don't want you to rush however just to let you know, I am still in the conversation to assist you further.
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O2, 07 Jan. 2025 , 11:45am
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, 07 Jan. 2025 , 11:45am
[Rich Content]
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Alison, 07 Jan. 2025 , 11:46am
I am on the phone to someone from the o2

O2, 07 Jan. 2025 , 11:46am
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], 07 Jan. 2025 , 11:46am
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]

Act as Soaif Ali and suggest the next best response saying, do you require any additional assistance. Response should be acknowledging and empathetic