Paul, 16 Feb. 2025 , 01:13pm
1 – Very dissatisfied

Paul, 16 Feb. 2025 , 01:13pm
Hi

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Paul, 16 Feb. 2025 , 01:13pm
07940068388

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:13pm
Cancellations ❌

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:13pm
Full Account

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
I'm sorry you're thinking of leaving. To find out how much time you have left on your contract, head into My O2.  
If you want to switch to another network and keep your number, you'll need a PAC code. Text PAC to 65075 to get this.  
If you want to switch to another network without keeping your number, you'll need a STAC code. To request this, text STAC to 65075.  
If you'd like to discuss your options and hear about any offers, please speak to one of our friendly experts.  
You can find more support on our leaving O2 page.
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O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
[Rich Content]
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O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:13pm
👎 No

O2 Virtual Assistant, 16 Feb. 2025 , 01:13pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:14pm
Speak to an Expert

O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:14pm
It’s about my Account

O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
Thanks! 🙏
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O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
Please can you confirm your full Name
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Paul, 16 Feb. 2025 , 01:14pm
Paul Dreggs

O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Paul, 16 Feb. 2025 , 01:14pm
Yes

O2 Virtual Assistant, 16 Feb. 2025 , 01:14pm
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], 16 Feb. 2025 , 01:14pm
You are now connected to Sudam, 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 Sudam will be replying in a few minutes.
[Read]

Paul, 16 Feb. 2025 , 01:16pm
I had to wait weeks for my original phone. It was faulty. I had to wait weeks for the replacement, with people keeps telling me it was coming now I get a text message with no explanation that the replacement has been cancelled. I have had awful service from yourself. I want a pac number, my contract cancelled and a refund on this phone since you cannot provide me with a working phone.

Sudam, 16 Feb. 2025 , 01:21pm
Hi, Paul. Thanks for waiting whilst connecting with us. I can see that you have some issues related to cancellation.  
  
I'll be happy to assist you with this. Please allow me a few minutes to thoroughly review your account so I can provide the best possible support.
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Paul, 16 Feb. 2025 , 01:22pm
I didn’t want to cancel. All I wanted was a working phone but you are not able to provide this so I have no choice but to go elsewhere

Paul, 16 Feb. 2025 , 01:23pm
How one of the largest phone providers in the UK. Cannot provide the most common phone 6 months after release and give me no explanation is really bad service

Sudam, 16 Feb. 2025 , 01:24pm
I would like to inform you that we have a separate team who will take care of it. So, I'm going to transfer this conversation directly to this specialized team who will be the best person to help you out.
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Paul, 16 Feb. 2025 , 01:24pm
Ok

Tay Transfer BOT, 16 Feb. 2025 , 01:24pm
Okay, I'm going to connect you to the right expert advisor...
[Read]

Tay Transfer BOT, 16 Feb. 2025 , 01:24pm
Thank you 🥳 Can we just confirm what you are looking to do today?
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Tay Transfer BOT, 16 Feb. 2025 , 01:24pm
Please select an option ⬇
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Paul, 16 Feb. 2025 , 01:24pm
Something else

Tay Transfer BOT, 16 Feb. 2025 , 01:24pm
Perfect, connecting you now ✅
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:24pm
Thanks for messaging with O2.
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:24pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
[Read]

Paul, 16 Feb. 2025 , 01:27pm
07940068388

O2 Virtual Assistant, 16 Feb. 2025 , 01:27pm
[Rich Content]
[Read]

Paul, 16 Feb. 2025 , 01:27pm
Cancellations ❌

O2 Virtual Assistant, 16 Feb. 2025 , 01:27pm
[Rich Content]
[Read]

Paul, 16 Feb. 2025 , 01:27pm
Full Account

O2 Virtual Assistant, 16 Feb. 2025 , 01:27pm
I'm sorry you're thinking of leaving. To find out how much time you have left on your contract, head into My O2.  
If you want to switch to another network and keep your number, you'll need a PAC code. Text PAC to 65075 to get this.  
If you want to switch to another network without keeping your number, you'll need a STAC code. To request this, text STAC to 65075.  
If you'd like to discuss your options and hear about any offers, please speak to one of our friendly experts.  
You can find more support on our leaving O2 page.
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:27pm
[Rich Content]
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O2 Virtual Assistant, 16 Feb. 2025 , 01:27pm
[Rich Content]
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Paul, 16 Feb. 2025 , 01:28pm
👎 No

O2 Virtual Assistant, 16 Feb. 2025 , 01:28pm
[Rich Content]
[Read]

Paul, 16 Feb. 2025 , 01:28pm
Speak to an Expert

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
Thanks 👍- give me a second whilst I check your details.
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
[Rich Content]
[Read]

Paul, 16 Feb. 2025 , 01:29pm
It’s about my Account

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
Thanks! 🙏
[Read]

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
Please can you confirm your full Name
[Read]

Paul, 16 Feb. 2025 , 01:29pm
Paul Dreggs

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
[Read]

Paul, 16 Feb. 2025 , 01:29pm
Yes

O2 Virtual Assistant, 16 Feb. 2025 , 01:29pm
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], 16 Feb. 2025 , 01:29pm
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.
[Read]

Paul, 16 Feb. 2025 , 01:30pm
I have just had to go through all the above twice. Someone was supposed to connect me to the right department and I end up back at the same place. I have now had to speak to about 8 different people on the phone and online. O2 is the worst company I have ever dealt with

Paul, 16 Feb. 2025 , 01:31pm
How can a phone company not provide a working phone. I don’t understand

Paul, 16 Feb. 2025 , 01:34pm
Order phone end of November, done get until 23rd December, it’s faulty takes me ages to get it agreed for it to be replaced then keep getting messages saying the replacement is delayed and then today I get a text with no explanation saying the replacement order has been cancelled so I am left with a faulty phone on an expensive contract.

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