O2 retentions team

CarmenElectra · 06-05-2012, 10:23 PM

Hey, I'm due an upgrade and am wondering if talking to the retention team would get me a better contract instead of talking to the normal call centre people?

Does anyone have any stories to share?

Thanks.

Dodgy_Geezer · 07-05-2012, 12:54 PM

Definitely talk to retentions instead of the normal call centre peeps. Before you do though, ensure you go well armed with the best and most competitive deals from other networks so you can tell them you want your PAC to move elsewhere. That way, they'll know what you're after and be able to offer a deal although I've not found O2 on contract to be all that competitive.

The other place worth trying is Carphone Warehouse as they claim to beat any deal from the network, often realised through the price you pay for the handset.

Finally, check out quidco for cashback deals and offers which are usually the cheapest you can get from anywhere providing you're cool with claiming the cashback element.

B.Moxham · 07-05-2012, 5:39 PM

I spoke to O2 retentions about upgrading to the SIII in a couple of weeks as that's when I'm due my upgrade and wanted to get it sorted now.

Couldn't do anything for me - even when I did mention that I could go third party and get the phone for free on most other networks. I know it's on pre-order but they wasn't willing to budge on the handset prices and that was the deal-breaker for me. So will be heading over to Orange in a few weeks on a new contract.

Total shame really as I haven't really got anything bad to say about O2 as a whole - think I've spoken to them about 3/4 times over the 4 years I've been with them.

CarmenElectra · 07-05-2012, 8:18 PM

Thanks for the comments. Do you think it will be better to contact O2 by phone or via through online advisors?

B.Moxham: What deals are there currently for the SIII?

B.Moxham · 07-05-2012, 8:44 PM

Quote:

Originally Posted by CarmenElectra

Thanks for the comments. Do you think it will be better to contact O2 by phone or via through online advisors?

B.Moxham: What deals are there currently for the SIII?

Definitely by phone. As I said, they were pleasant to talk to but just couldn't do anything for me.

As for the SIII deals - None. Only the same ones that you would get as a new customer.....

Dodgy_Geezer · 08-05-2012, 1:03 AM

The S III is a premium handset that's not yet even available so O2 (or anyone else) will not match any deals on this.

Definitely ring O2 instead of using the advisors. Your monthly spend will determine to a large extent on what deal you get. I managed a free S II earlier this year on £17 per month with 600 mins, unlimited texts and unlimited Internet but the monthly spend on that tariff is often a hundred quid a month.

CarmenElectra · 08-05-2012, 5:40 PM

Do you think it's worth getting S3 or waiting for iPhone 5 to come out?

What do you think is better at the moment, S3 or One X?

Dodgy_Geezer · 08-05-2012, 6:02 PM

Personally, I'd stick with an SII at a bargain price if you can get it as the SIII offers me no compelling reason to pay the premium. I don't want a bigger handset or voice recognition and the new software features (such as improved camera, face recognition) is stuff I'll never use. No need for quad core processor either, the SII is plenty fast for me with stellar browsing.

No idea what the iPhone 5 will offer but I like the iPhone 4S.

Wouldn't bother at all with a HTC One X, it doesn't offer anything that an SII couldn't do much better.

What moby do you have currently?

CarmenElectra · 08-05-2012, 6:44 PM

I have an iPhone 4. I've actually had it for 18 months. I bought it and am just on a sim only contract that has run out so I'm very flexible if I decide to sign on to a proper contract. I just find the iPhone very boring now and iOS seems very restrictive to what you can do - although I'm sure the apps you can get on iOS is definitely a positive.

I'm just keeping my options open because I'm thinking giving Android a try

dds14 · 09-05-2012, 8:37 PM

Quote:

Originally Posted by B.Moxham

I spoke to O2 retentions about upgrading to the SIII in a couple of weeks as that's when I'm due my upgrade and wanted to get it sorted now.

Couldn't do anything for me - even when I did mention that I could go third party and get the phone for free on most other networks. I know it's on pre-order but they wasn't willing to budge on the handset prices and that was the deal-breaker for me. So will be heading over to Orange in a few weeks on a new contract.

Total shame really as I haven't really got anything bad to say about O2 as a whole - think I've spoken to them about 3/4 times over the 4 years I've been with them.

I had a similar experience a year ago.

Gold customer including home BB with O2 - retentions had no deal close to T-Mobile's.

Didn't even try and ring me up after getting my PAC code to try and convince me to stay...

CarmenElectra · 09-05-2012, 11:22 PM

That's no good. I use their landline and broadband too - Let me see what they offer me when I give them a call this weekend

LukeGriffiths · 10-05-2012, 8:58 PM

Quote:

Originally Posted by CarmenElectra

I have an iPhone 4. I've actually had it for 18 months. I bought it and am just on a sim only contract that has run out so I'm very flexible if I decide to sign on to a proper contract. I just find the iPhone very boring now and iOS seems very restrictive to what you can do - although I'm sure the apps you can get on iOS is definitely a positive.

I'm just keeping my options open because I'm thinking giving Android a try

i'm on the same boat as you then.

anyone know if O2 price match with vodafone? vodafone have a similar tariff to what O2 are offering, but the phone is only £29 opposed to the £99 O2 want for it!

Dodgy_Geezer · 10-05-2012, 11:33 PM

Carphone Kebab House will price match any network tariff and beat it through their price promise

See Price Promise - The Carphone Warehouse for deets.

aymank · 10-05-2012, 11:37 PM

Quote:

Originally Posted by Dodgy_Geezer

Carphone Kebab House will price match any network tariff and beat it through their price promise

See Price Promise - The Carphone Warehouse for deets.

Kebab?

Dodgy_Geezer · 10-05-2012, 11:41 PM

Yep, because they're ubiquitous like fast food joints

LukeGriffiths · 11-05-2012, 12:20 AM

i have seen that but,

Vodafone have a tariff for £32 but O2's similar tariff is priced at £36. My question is would Carphone Warehouse price match the vodafone tariff on O2 as I don't really want to swap networks.

Calpolaholic · 03-06-2012, 1:38 PM

Just phoned O2 for my PAC number. Have had a 3GS for nearly 3 years so its time to move on. Was surprised that they didnt even make any attempt to keep my business. Ok so I have been on Simplicity £16 a month for 18 months so they aint getting rich out of me but the the bloke on the phone just gave me my PAC and that was it. Oh well T-Mobile here I come.

CarmenElectra · 03-06-2012, 7:44 PM

I get the feeling O2 don't really focus on retaining any of their customers...

prking · 04-06-2012, 7:58 AM

Quote:

Originally Posted by CarmenElectra

I get the feeling O2 don't really focus on retaining any of their customers...

No more or less than any other network. Unless they are making money out of you they aren't going to discount. If you are going well over your monthly tariff you'll get a deal.

From a consumer point of view, is just common sense to shop around. As long as you take total cost of ownership into account you can't go wrong.

tompop · 09-06-2012, 11:27 AM

Im going to be in this situation in about a months time, ill be phoning 02 for an upgrade on my original desire...one month left so ill be watching this thread and maybe update see what 02 do for me.

CarmenElectra · 09-06-2012, 1:48 PM

Good luck!

Jay Z · 13-06-2012, 12:52 AM

have you guys considered giffgaff? They work over o2 and have brilliant tarriffs. It is pay as you go but you get unlimited internet and unlimited texts. Depending on if you can afford the phone of your choice sim free, maybe this is a good way to save money (contract costs)?

dds14 · 16-06-2012, 8:29 AM

Quote:

Originally Posted by CarmenElectra

I get the feeling O2 don't really focus on retaining any of their customers...

Until last year they were incredibly competitive - I renewed twice without a second thought or having to be put through to Retentions.

Seems to have changed now - which is a surprise given the amount of choice you have over .

Asoe209 · 24-08-2012, 10:18 AM

bring back a old post hoping for you advise here...

My o2 contract is about to if not already finished. I used to be on 300min unlimited text and 500mg data for £30 a month.

last year I never upgraded and they offered me 600mins unlimited text and 500mg data for £16.50 a month which included a £5 discount. this has now finished so bill is back at £21 a month.

I just spoke to o2 just for general chat and info. the person has said they can offer me £300 mins unlimited text 300mins o2 to o2 and 500mg data for £10.50 a month. which also is including a £5 discount.

i said ill have a think about it. Since the call I have had a look at there website and the same deal is on as a sim only contact. so there is no real deal there.

is it worth going through retentions and trying to get some more out of them.

im not fussed about the mins as my average came up to 50 mins a month lol. but my data is sure to go up now as i do a driving job on the weekends with a lot of waiting around. so may like 1gig of data or unlimited. and a little cheap if they really want to be nice.

what do you guys think, is there offer good enough to take as it is?

or should i try retentions as aim for more data or price cut.

richiej · 24-08-2012, 11:10 PM

If you are out of contract, check out various sim only deals and ring retentions ("thinking of leaving us") with the intention of getting a PAC. If they can't give you a decent deal based on your research then get the code and decide later...you have 30 days to use it, and dont have to use it. If you aren't going for a new phone, then you shouldn't be paying more than £7 a month and should be getting at least 200 minutes, U/L texts and 500Gb data

I have a couple of sims with Virgin and have just got 250 minutes, U/L texts and 1Gb data for £5pm on a 30 day rolling contract on one of them.

I am surprised that there isn't a sticky on here for what retention deals people are getting. I'd be interested.

Asoe209 · 25-08-2012, 8:26 AM

Morning thank you for that response I'll look into doing that. The only this is will that effect me in and ways going to a slim only with another network. Should I decided to upgrade the reason I stayed with o2 was the fact that the upgrade option was still there..

But in saying that I take it it's just like starting a new contract.

richiej · 25-08-2012, 1:34 PM

To port your number to another network, whether contract with phone, PAYG or sim only, you will need to get a PAC which is valid for thirty days from when it is issued. When you try and get one from your existing provider, they will try and do everything that they can to stop you getting it and keep you as their customer. They will ask what you are looking at doing, so it's an idea to know what's out there before ringing. The department that you get the PAC from will be able to offer the best deals that your network has to offer, because they are last chance saloon to keep you as their customer. If you can say that you are moving to "x" because they are offering you a, b and c for x pounds a month, then they should be able to at least match it, and may beat it. They will be able to offer you sim only deals or an upgrade phone on a good deal. Good luck

sharger · 16-09-2012, 12:08 PM

I was out of contract in June but waited as I wanted the new iPhone 5. Is there really any point of trying to get a deal with O2 for the iPhone 5 or will they just laugh at me because it is the iPhone?

chukwe · 16-09-2012, 2:00 PM

Quote:

Originally Posted by sharger

I was out of contract in June but waited as I wanted the new iPhone 5. Is there really any point of trying to get a deal with O2 for the iPhone 5 or will they just laugh at me because it is the iPhone?

This is the current upgrade plan

O2 | iPhone 5 | Coming soon on O2

You'll hardly get any other deal with O2. Only the one listed in the link above is all you can get

steffparry · 20-09-2012, 2:44 PM

Just posted this in the iPhone forum but very applicable here too. My recent contact with O2 retentions:

I've been with O2 for 8 years (and before that when they were BT Cellnet) and they've always bent over backwards to retain my business (got a free 3GS when I threatened to leave 3 years ago).

Called up about 6 weeks ago to say to say I've been looking elsewhere and a very enthusiastic CS chap said to call back when my contract is due for renewal, with an idea of what else is out there and they'll do what they can to do a deal for me, really made me feel like they would fight for my business.

So I called back on Monday just gone, different guy answers- could not be less interested. I said I wanted my PAC as 3 were doing some great deals. He went off for about 20 seconds and said "Nah, we can't get anywhere near that" then I felt my phone vibrate and he said "Ok, I've just txt you your PAC and the contract will be closed in 3 weeks"

I was absolutely gobsmacked and he'd called my (partial) bluff. I said "I thought you'd try a bit harder to retain me than that!"

He mumbled something about them not price matching anymore and they've got UK call centres etc etc and even said that on 3 you can't get 2G data!

I don't know if it was this guy's last day or what but I'm pretty sure his manager would have a fit if they knew he'd let me go with practically no fight whatsoever.

So I'm now with T-Mobile!

06-05-2012, 10:23 PM	#1
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	O2 retentions team Advertisement Want to Advertise? Hey, I'm due an upgrade and am wondering if talking to the retention team would get me a better contract instead of talking to the normal call centre people? Does anyone have any stories to share? Thanks.
	Quote

24-08-2012, 11:10 PM	#25
richiej Senior Member Join Date: Jan 2008 Location: London / Herts Thanks: Gave 28, Got 67 Posts: 1,323	If you are out of contract, check out various sim only deals and ring retentions ("thinking of leaving us") with the intention of getting a PAC. If they can't give you a decent deal based on your research then get the code and decide later...you have 30 days to use it, and dont have to use it. If you aren't going for a new phone, then you shouldn't be paying more than £7 a month and should be getting at least 200 minutes, U/L texts and 500Gb data I have a couple of sims with Virgin and have just got 250 minutes, U/L texts and 1Gb data for £5pm on a 30 day rolling contract on one of them. I am surprised that there isn't a sticky on here for what retention deals people are getting. I'd be interested. Last edited by richiej; 24-08-2012 at 11:14 PM.
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07-05-2012, 12:54 PM	#2
Dodgy_Geezer Senior Member Join Date: Mar 2003 Location: London Thanks: Gave 86, Got 198 Posts: 1,979	Definitely talk to retentions instead of the normal call centre peeps. Before you do though, ensure you go well armed with the best and most competitive deals from other networks so you can tell them you want your PAC to move elsewhere. That way, they'll know what you're after and be able to offer a deal although I've not found O2 on contract to be all that competitive. The other place worth trying is Carphone Warehouse as they claim to beat any deal from the network, often realised through the price you pay for the handset. Finally, check out quidco for cashback deals and offers which are usually the cheapest you can get from anywhere providing you're cool with claiming the cashback element.
	Quote

07-05-2012, 5:39 PM	#3
B.Moxham Member Join Date: Jan 2009 Thanks: Gave 20, Got 10 Posts: 195	I spoke to O2 retentions about upgrading to the SIII in a couple of weeks as that's when I'm due my upgrade and wanted to get it sorted now. Couldn't do anything for me - even when I did mention that I could go third party and get the phone for free on most other networks. I know it's on pre-order but they wasn't willing to budge on the handset prices and that was the deal-breaker for me. So will be heading over to Orange in a few weeks on a new contract. Total shame really as I haven't really got anything bad to say about O2 as a whole - think I've spoken to them about 3/4 times over the 4 years I've been with them.
	Quote

07-05-2012, 8:18 PM	#4
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	Thanks for the comments. Do you think it will be better to contact O2 by phone or via through online advisors? B.Moxham: What deals are there currently for the SIII?
	Quote

08-05-2012, 1:03 AM	#6
Dodgy_Geezer Senior Member Join Date: Mar 2003 Location: London Thanks: Gave 86, Got 198 Posts: 1,979	The S III is a premium handset that's not yet even available so O2 (or anyone else) will not match any deals on this. Definitely ring O2 instead of using the advisors. Your monthly spend will determine to a large extent on what deal you get. I managed a free S II earlier this year on £17 per month with 600 mins, unlimited texts and unlimited Internet but the monthly spend on that tariff is often a hundred quid a month.
	Quote

08-05-2012, 5:40 PM	#7
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	Do you think it's worth getting S3 or waiting for iPhone 5 to come out? What do you think is better at the moment, S3 or One X?
	Quote

08-05-2012, 6:02 PM	#8
Dodgy_Geezer Senior Member Join Date: Mar 2003 Location: London Thanks: Gave 86, Got 198 Posts: 1,979	Personally, I'd stick with an SII at a bargain price if you can get it as the SIII offers me no compelling reason to pay the premium. I don't want a bigger handset or voice recognition and the new software features (such as improved camera, face recognition) is stuff I'll never use. No need for quad core processor either, the SII is plenty fast for me with stellar browsing. No idea what the iPhone 5 will offer but I like the iPhone 4S. Wouldn't bother at all with a HTC One X, it doesn't offer anything that an SII couldn't do much better. What moby do you have currently?
	Quote

08-05-2012, 6:44 PM	#9
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	I have an iPhone 4. I've actually had it for 18 months. I bought it and am just on a sim only contract that has run out so I'm very flexible if I decide to sign on to a proper contract. I just find the iPhone very boring now and iOS seems very restrictive to what you can do - although I'm sure the apps you can get on iOS is definitely a positive. I'm just keeping my options open because I'm thinking giving Android a try
	Quote

09-05-2012, 11:22 PM	#11
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	That's no good. I use their landline and broadband too - Let me see what they offer me when I give them a call this weekend
	Quote

10-05-2012, 11:33 PM	#13
Dodgy_Geezer Senior Member Join Date: Mar 2003 Location: London Thanks: Gave 86, Got 198 Posts: 1,979	Carphone Kebab House will price match any network tariff and beat it through their price promise See Price Promise - The Carphone Warehouse for deets.
	Quote

10-05-2012, 11:41 PM	#15
Dodgy_Geezer Senior Member Join Date: Mar 2003 Location: London Thanks: Gave 86, Got 198 Posts: 1,979	Yep, because they're ubiquitous like fast food joints
	Quote

11-05-2012, 12:20 AM	#16
LukeGriffiths Senior Member Join Date: Oct 2006 Location: Wrexham Thanks: Gave 26, Got 32 Posts: 1,151	i have seen that but, Vodafone have a tariff for £32 but O2's similar tariff is priced at £36. My question is would Carphone Warehouse price match the vodafone tariff on O2 as I don't really want to swap networks.
	Quote

03-06-2012, 1:38 PM	#17
Calpolaholic Member Join Date: May 2004 Thanks: Gave 39, Got 94 Posts: 497	Just phoned O2 for my PAC number. Have had a 3GS for nearly 3 years so its time to move on. Was surprised that they didnt even make any attempt to keep my business. Ok so I have been on Simplicity £16 a month for 18 months so they aint getting rich out of me but the the bloke on the phone just gave me my PAC and that was it. Oh well T-Mobile here I come.
	Quote

03-06-2012, 7:44 PM	#18
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	I get the feeling O2 don't really focus on retaining any of their customers...
	Quote

09-06-2012, 11:27 AM	#20
tompop Member Join Date: May 2011 Location: West Midlands Thanks: Gave 13, Got 42 Posts: 595	Im going to be in this situation in about a months time, ill be phoning 02 for an upgrade on my original desire...one month left so ill be watching this thread and maybe update see what 02 do for me.
	Quote

09-06-2012, 1:48 PM	#21
CarmenElectra Member Join Date: May 2012 Thanks: Gave 5, Got 6 Posts: 108	Good luck!
	Quote

13-06-2012, 12:52 AM	#22
Jay Z Senior Member Join Date: Mar 2010 Location: Uxbridge Thanks: Gave 31, Got 80 Posts: 1,396	have you guys considered giffgaff? They work over o2 and have brilliant tarriffs. It is pay as you go but you get unlimited internet and unlimited texts. Depending on if you can afford the phone of your choice sim free, maybe this is a good way to save money (contract costs)?
	Quote

24-08-2012, 10:18 AM	#24
Asoe209 Member Join Date: Mar 2009 Thanks: Gave 0, Got 0 Posts: 75	bring back a old post hoping for you advise here... My o2 contract is about to if not already finished. I used to be on 300min unlimited text and 500mg data for £30 a month. last year I never upgraded and they offered me 600mins unlimited text and 500mg data for £16.50 a month which included a £5 discount. this has now finished so bill is back at £21 a month. I just spoke to o2 just for general chat and info. the person has said they can offer me £300 mins unlimited text 300mins o2 to o2 and 500mg data for £10.50 a month. which also is including a £5 discount. i said ill have a think about it. Since the call I have had a look at there website and the same deal is on as a sim only contact. so there is no real deal there. is it worth going through retentions and trying to get some more out of them. im not fussed about the mins as my average came up to 50 mins a month lol. but my data is sure to go up now as i do a driving job on the weekends with a lot of waiting around. so may like 1gig of data or unlimited. and a little cheap if they really want to be nice. what do you guys think, is there offer good enough to take as it is? or should i try retentions as aim for more data or price cut.
	Quote

25-08-2012, 8:26 AM	#26
Asoe209 Member Join Date: Mar 2009 Thanks: Gave 0, Got 0 Posts: 75	Morning thank you for that response I'll look into doing that. The only this is will that effect me in and ways going to a slim only with another network. Should I decided to upgrade the reason I stayed with o2 was the fact that the upgrade option was still there.. But in saying that I take it it's just like starting a new contract.
	Quote

25-08-2012, 1:34 PM	#27
richiej Senior Member Join Date: Jan 2008 Location: London / Herts Thanks: Gave 28, Got 67 Posts: 1,323	To port your number to another network, whether contract with phone, PAYG or sim only, you will need to get a PAC which is valid for thirty days from when it is issued. When you try and get one from your existing provider, they will try and do everything that they can to stop you getting it and keep you as their customer. They will ask what you are looking at doing, so it's an idea to know what's out there before ringing. The department that you get the PAC from will be able to offer the best deals that your network has to offer, because they are last chance saloon to keep you as their customer. If you can say that you are moving to "x" because they are offering you a, b and c for x pounds a month, then they should be able to at least match it, and may beat it. They will be able to offer you sim only deals or an upgrade phone on a good deal. Good luck
	Quote

16-09-2012, 12:08 PM	#28
sharger Senior Member Join Date: Dec 2004 Thanks: Gave 947, Got 132 Posts: 1,635	I was out of contract in June but waited as I wanted the new iPhone 5. Is there really any point of trying to get a deal with O2 for the iPhone 5 or will they just laugh at me because it is the iPhone?
	Quote

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O2 retentions team

20-09-2012, 2:44 PM	#30
steffparry Member Join Date: Nov 2008 Thanks: Gave 28, Got 15 Posts: 234	Just posted this in the iPhone forum but very applicable here too. My recent contact with O2 retentions: I've been with O2 for 8 years (and before that when they were BT Cellnet) and they've always bent over backwards to retain my business (got a free 3GS when I threatened to leave 3 years ago). Called up about 6 weeks ago to say to say I've been looking elsewhere and a very enthusiastic CS chap said to call back when my contract is due for renewal, with an idea of what else is out there and they'll do what they can to do a deal for me, really made me feel like they would fight for my business. So I called back on Monday just gone, different guy answers- could not be less interested. I said I wanted my PAC as 3 were doing some great deals. He went off for about 20 seconds and said "Nah, we can't get anywhere near that" then I felt my phone vibrate and he said "Ok, I've just txt you your PAC and the contract will be closed in 3 weeks" I was absolutely gobsmacked and he'd called my (partial) bluff. I said "I thought you'd try a bit harder to retain me than that!" He mumbled something about them not price matching anymore and they've got UK call centres etc etc and even said that on 3 you can't get 2G data! I don't know if it was this guy's last day or what but I'm pretty sure his manager would have a fit if they knew he'd let me go with practically no fight whatsoever. So I'm now with T-Mobile!
	Quote