Frustrating couple of days with VM customer service!

[Imraanjuli]

On 25/07/24 I was chatting with Tamjenmongla for long time she failed to help me and they transferred me to Anne Sophia and after chatting with another hour or so I’ve got disconnected and there was no effort to reconnect with me!

Then I’ve reconnected with Nirmal and all of the agents were taking long time to reply definitively was not a live chat! I’ve left the chat as he was not responding at all !

Every time I’ve connecting BOT takes a few min I o check and connect then I have to go through the verification process which is frustrating and waste of my time!

On 23/07/24 I’ve chatted with Ephrel Mhel and then called and spoken to another member of staff on Tuesday. He asked me to wait and said I should receive a call from you. However, I haven’t received any call yet.

Can you please investigate as this is very poor customer service doesn’t go with the reputable company like VM!

All my conversation should be logged however every time I connect to a new agent i have to give all the details from beginning  so let me give you the background.

Also I found they do not read my text properly and copy paste some generic answer which is not relevant to my case, I can provide you the screenshots !

I’ve added an O2 SIM from the VM website on 23/07/24, logging in from my VM account, as we saw there is a promotion and we can get higher bandwidth and double data.

Soon after we ordered the SIM, we received an email with another contract for 18 months, and the price will go up by £30 after April 2025 and we will be contract bound and will have to carry on paying and can’t cancel without paying the full amount!

In that case, I would like to cancel this SIM and keep everything as it is so our contract remains the same.

I don’t want to go for another 18-month contract, but I thought this O2 SIM offer was a promotion and didn’t realise that we would be contract-bound for another 18 months.

On the promotion it showed double data 10 GB however emails I’ve received showing 5 GB this would be another reason for me to cancel this as you have not given me the package that you have promised.

Alternatively, if you can keep the same monthly price for another 18 months, I’m happy to take this new O2 SIM add-on, providing that we are getting 10 GB for additional £10 per month.

The agents are repetitively asking me to contact O2 however I’ve brought this additional service from Virgin and I believe you should solve this as you have sold this additional SIM not O2!

I hope I will finally get a solution and I demand compensation for all this distress and anxiety caused by your agents.

Then I have spoken to Rabi 25/07/24 at 19:20 pm and re explain the whole situation.

I’ve got transferred to O2 team and call got disconnected! Again compete waste of 40 mins!

I’ve called again and got connected to Sebastian O2 team who can’t find anything regarding my complain I’ve asked him to transferred me to VM complaint department, again further wait, listening to music! 

Ive been with VM since 2013 - 2019 had to move to Sky as we didn’t have VM connection at our then new property, just remembered about this helper forum I had lots of support previously so thought will post it here for moral support as I’m feeling helpless and extremely anxious!!!

[Imraanjuli]

Update ! 

I’ve spoken to Khusi 20:10 and she transferred me to complain department after a 30 min hold and further conversations. So basically back to square 1.

There no ring tone, pin dropped silence. Khusi said VM will call me back if for some reason I can’t get connected or call drops this time. I would like to trust her so I was patiently waiting. As suspected call did get dropped after 5 min of silence. I’ve no energy to call them back now. So I’ll try again tomorrow with full enthusiasm:( 

[Imraanjuli]

I’m just worried I’ll lose my mobile number which I’ve been using more than 20 years! Can someone please help!

[Imraanjuli]

Update! I called VM waited in the queue and connected to Joebo 26/07/24 9:10 am.  I’ve repeatedly told him that the line would drop if he tried to transfer me to their O2 team but he was reluctant and did transfer and the call dropped. Joebe also never called me back! 
Now I am trying to call 0345 454 1111 seems like I am blocked or something I can't even queue getting disconnected with the automated answer that the person I am trying to call is on another call, please try later!

[Molly_T]

Hi Imraanjuli 👋 Welcome to the community forum! Thanks for posting. 

Sorry to hear about your experience getting the O2 side of your services sorted. Sadly we can't offer support with O2 mobile issues via this platform, as you need to speak to O2 directly. We can't help cancel O2 services or SIM's as we don't have access to their services in order to do this. They can also help you raise a complaint if needed. 

We do appreciate your frustration, and sincerely apologise for any inconvenience caused! You can contact O2 via; 👉 https://www.o2.co.uk/contactus  📲8002 from an O2 mobile or over 📞 0800 977 7337 from a landline.

We hope they are able to get this sorted for you ASAP. 🤞 Wishing you all the best! 🌞

[Imraanjuli]

Hi Molly 

Thanks for your reply. My point is I have not purchased this sim from O2. I’ve logged in to my Virgin Media account and saw this offer and completed the order in VM. I believe this is VM’s responsibility to sort this out? 

[Imraanjuli]

Then I’ve tried a different number online 03456000789 spoken to Andrew in O2 team at 9:45 he transferred me to VM again and automated message this time said VM office is closed now and call dropped!

I’ve redialled the number connected to Kate 10:00  she gave me the direct number 03448090202. She read my notes and told me that she is speaking to a manager.

Kate confirmed me that my Virgin media contract is separate from O2 contract so I will be contracted with O2 for 18 months from now on, but my virgin media contract will end in April 2024.

Also I will get the promotional offer O2 benefits so my broadband speed will be upgraded.

She I checked with O2 that I will get 10GB promotion (it was originally 5GB for £10 but I took a promotion 10 GB for £10 from VM website) and assured me that she will call me back if the call drops.

Kate had to transfer me to O2 to sort out the double mobile data promotion.

Call dropped agin and I called O2 directly I’ve connected to Grace to check if I will get 10 GB (double mobile data promotion)

Then I’ve contacted to El  O2 team at 11:30 26/07/24 spoken O2 the double data will be effective after 14 day.

[Imraanjuli]

Hi Moly can you please confirm this what Kate said that my Virgin media contract is separate from O2 contract so I will be contracted with O2 for 18 months from now on, but my virgin media contract will end in April 2024.

[Ayisha_B]

The O2 contract is separate, yes so if you do require further support in relation to that, you will need to contact them directly @Imraanjuli