Gemma, 30 Dec. 2024 , 10:24am
Hello

O2 Virtual Assistant, 30 Dec. 2024 , 10:24am
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:24am
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Gemma, 30 Dec. 2024 , 10:25am
07511966134

O2 Virtual Assistant, 30 Dec. 2024 , 10:25am
[Rich Content]
[Read]

Gemma, 30 Dec. 2024 , 10:25am
Something Else ❔

O2 Virtual Assistant, 30 Dec. 2024 , 10:25am
[Rich Content]
[Read]

Gemma, 30 Dec. 2024 , 10:25am
Something Else ❔

O2 Virtual Assistant, 30 Dec. 2024 , 10:25am
[Rich Content]
[Read]

Gemma, 30 Dec. 2024 , 10:25am
Pay Monthly

O2 Virtual Assistant, 30 Dec. 2024 , 10:25am
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.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:25am
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:26am
[Rich Content]
[Read]

Gemma, 30 Dec. 2024 , 10:26am
It’s about my Account

O2 Virtual Assistant, 30 Dec. 2024 , 10:26am
Thanks! 🙏
[Read]

O2 Virtual Assistant, 30 Dec. 2024 , 10:26am
Please can you confirm your full Name
[Read]

Gemma, 30 Dec. 2024 , 10:26am
Gemma hunter

O2 Virtual Assistant, 30 Dec. 2024 , 10:26am
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Gemma, 30 Dec. 2024 , 10:26am
Yes

O2 Virtual Assistant, 30 Dec. 2024 , 10:26am
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.
[Read]

Info [Automated], 30 Dec. 2024 , 10:33am
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, 30 Dec. 2024 , 10:33am
Hi Gemma, and good morning! I appreciate you contacting O2. My apologies for the wait.  
  
I'm here to assist you with your O2 account. Please share your query in detail. If you have multiple questions, listing them all together would be very helpful.
[Read]

Gemma, 30 Dec. 2024 , 10:35am
I'm still waiting for my calls & texts to be sorted! It's gone on for way to long now, I have no use in my contract!!

Soaif Ali, 30 Dec. 2024 , 10:44am
Gemma, I see that the team tried to reach you but couldn't connect. Can you please provide any alternate number to me now? So that I can pass this on the team.  
  
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.
[Read]

Gemma, 30 Dec. 2024 , 10:47am
I DONT have any other number 07511966134 is my only one. One of your teams have menat to be sending me a sim with calls & texts back on. But I'm still yet again waiting!!

Gemma, 30 Dec. 2024 , 10:48am
If this carrya on i won't pay no more & will go else where! 5/6 weeks is ridiculous and still expect me to pay!

Soaif Ali, 30 Dec. 2024 , 10:52am
I sincerely apologize for the ongoing frustration, Gemma. I understand how inconvenient and stressful it must be to deal with such prolonged issues, especially when you're unable to use your contract effectively.  
  
If you don’t have another mobile number, could you please provide a landline or a family member, friend, or neighbor’s number where we can reach you? This way, we can ensure that the team can get in touch and resolve this for you as soon as possible.  
  
Your experience is important to us, and we definitely want to get you back up and running without further delays. If there's anything else you’d like to share or any other questions you have, please let me know. Thank you for your patience, and I'm here to help!
[Read]

Gemma, 30 Dec. 2024 , 10:58am
You all keep apologising but doing NOTHING about it! I DONT have any other number or contact litterly just this, hence why I'm so frustrated it's still not re solved! Noone can contact me and I've lost out on work.

Gemma, 30 Dec. 2024 , 10:59am
Why do you. Need to ring me, it was meant to have been resolved last week???

Gemma, 30 Dec. 2024 , 11:03am
The team shouldn't need to ring me when like I said this problem Was told it was RESOLVED last week! & because THE TEAM has messed my calls & texts up! They should know they CANT ring me.

Soaif Ali, 30 Dec. 2024 , 11:12am
Gemma, I completely understand your frustration, and I want to sincerely apologize for the ongoing issues you're experiencing with your account.  
  
The reason for needing to reach you by phone is to confirm details or make adjustments that require your approval. However, I understand that this has become a circular issue and it is not acceptable that you've been left waiting for weeks without a proper resolution.  
  
Please know that I will do everything I can to ensure this gets sorted out quickly. If there are any specific details you’d like me to relay to the team or if there’s anything else you’d like to share, please let me know.  
  
Your experience is important to us, and we are committed to resolving this as soon as possible. Thank you for your continued patience, and I'm here to help however I can.
[Read]

Gemma, 30 Dec. 2024 , 11:16am
U have already confirmed details 1000s over.

Gemma, 30 Dec. 2024 , 11:16am
I have already confirmed details**

Gemma, 30 Dec. 2024 , 11:17am
My number needs to be kept! I just wnat my minutes and text back on my old tariff how hard is that..

Gemma, 30 Dec. 2024 , 11:20am
I had to return my ipad because one of your teams! Messed it up and put it on my phone contract number instead of separate contract, so I returned and they told me they needed to swap & do new sim... anyway last week this was sorting and was told it's going to be up to another 4 weeks for ipad to be delivered. But I'm STILL waiting for minutes and texts

Soaif Ali, 30 Dec. 2024 , 11:29am
I genuinely apologize for the ongoing difficulties you're facing. It sounds incredibly frustrating to have your account issues unresolved for such an extended period, especially when it’s directly affecting your ability to use your service and manage your work.  
  
I understand that your primary concern is to have your minutes and texts restored on your old tariff. I hear you—this should have been handled by now, and it’s unacceptable that you’re still waiting. I assure you that I’ll work diligently to communicate your concerns and ensure that the team prioritizes restoring your service as quickly as possible.  
  
Regarding the iPad situation, I’m very sorry for the mix-up and the inconvenience it has caused you. I will make sure to highlight these issues to the relevant team so that they can provide a clearer timeframe and update you on your iPad as well.  
  
Thank you for your patience with us. If you have any additional details or if there’s anything else I can do to assist, please let me know. I'm here to help you through this!
[Read]

Gemma, 30 Dec. 2024 , 11:31am
That's all I need to resolve is the issues you've stated i just hope I don't need to contact again!!

Act as Soaif Ali and suggest the next best response asking, any alternate number. Response should be acknowledging and empathetic