O2 - Customer Service!

[emul]

I am with O2, as business customer and since Friday have had disrupted service where I work. This manifests itself by calls being dropped constantly. My customers and employers are growing more frustrated - took 4 phone calls this morning to finish one conversation with a customer, 5 with my superior - neither call in total was more than 10 mins.

I contacted O2 customer care on Friday and advised them of the issue, rang again this morning (got through after call dropping 7 times) spoke to an agent, held for 11 minutes and got cut off again.

I have had no call from O2 customer service to explain what is occurring. I have now emailed customer service (two more dropped calls was my limit).

Now my questions:
1. What is the service level I can expect from O2?
2. Is this service level documented anywhere?
3. Is it Comreg who I should escalate this issue too?
4. I am currently in a 12 month contract with them (handset upgrade). Can I hand back handset and walk away?

Any advice as to how to proceed would be appreciated. While this is a recent event it has been going on for 5 days now with a loss of revenue and patience to boot.

Eoin

 

[purpeller]

Re: O2 - Customer Service!!

I reported a billing problem on Sunday last week and they have not resolved it yet. I've called a couple of times to get an update, I waited over 10 mins on hold and had to hang up to do something else.

 

[Newbie!]

It's totally inconvenient but the best way to get these problems resolved is to walk into an O2 store with all relevant documents and wait until they are visibly doing something to resolve the problem. Have done this twice and they have been most helpful.......all problems resolved instantly.