topic Re: Upgrade phone not received in Pay Monthly

Upgrade phone not received

Paulns18 — Fri, 23 Aug 2019 16:53:02 GMT

Good evening

Just wanted some advice if anyone can help?

I upgraded a week ago and opted for click and collect to my local O2 shop.

I tracked my parcel and it was delivered to the shop the next day with proof of signature.

After not hearing anything about collection i phoned the shop and they told me it wasnt on their system so it had been returned more than likely.

I phoned O2 and they did some investigation and confirmed it had been delivered to the shop but the shop didnt know where it was because it wasnt booked in.

Just wondered what sort of options i have can i ask for a new phone to be sent out or do i just have to wait until they find out where the original phone is.

And worse case scenario i have foureteen days to cancel my contract is that from when i placed the order or from when i receive the upgrade phone because at the minute who knows when that will be

Many thanks

Re: Upgrade phone not received

MI5 — Fri, 23 Aug 2019 17:02:39 GMT

@Paulns18

14 days is from when you receive the phone but I would be calling customer service and politely demanding that another phone is sent to your store for collection.

@EmilieT poor customer service needs reporting too?

Re: Upgrade phone not received

MI5 — Fri, 23 Aug 2019 17:03:14 GMT

@EmilieT tag didn't work above.

Re: Upgrade phone not received

Paulns18 — Fri, 23 Aug 2019 17:08:27 GMT

Thank you for your quick reply.

I was told by customer services to phone the shop tomorrow to see if they have found it because the person that signed for it at the shop wasnt in until tomorrow.

Ill get the next one sent to my home address.

Many thanks once again.

Re: Upgrade phone not received

MI5 — Fri, 23 Aug 2019 17:15:34 GMT

Best of luck and let us know how it goes for you.

Re: Upgrade phone not received

EmilieT — Tue, 27 Aug 2019 07:11:10 GMT

Good morning @Paulns18, and welcome to the community

I was wondering if you'd made any progress with your phone since you last posted? Please do let us know if you need some more help!

Re: Upgrade phone not received

Paulns18 — Tue, 27 Aug 2019 08:44:40 GMT

No no joy as yet.
Customer service says as the phone was delivered to the shop it is down to the shop to sort it out.
So waiting for the shop to get in contact if I haven't heard from them by Wednesday I'll give them a call.
Then back to customer services to see what their solution is.

Re: Upgrade phone not received

Cleoriff — Tue, 27 Aug 2019 08:53:30 GMT

@Paulns18

I would ring the shop yourself today. Don't wait for them to ring you. Yes they should call but after BH they will be busy and it may get overlooked.

Re: Upgrade phone not received

Paulns18 — Tue, 27 Aug 2019 09:00:48 GMT

Thanks I will do.
They told me that the staff that were normally on had been on holiday and wouldn't be back until today so I'll ring them this afternoon.
Thank you everybody for your help it's just a bit frustrating because I've phoned the shop three times, customer service four times and also had a live chat and still no further forward

Re: Upgrade phone not received

Paulns18 — Thu, 29 Aug 2019 20:04:35 GMT

Hi again
Just an update phoned the shop and they said they definitely didn't know where the phone was and to phone customer services to cancel the order and then come into the shop and do the upgrade in-store.
They said in the shop that I would need to wait for it to come off of my account before I could do the upgrade.
So I phoned customer services and after being on hold for about 10 mins was told it had been canceled and that it would show on my account as canceled within 24 hours.
So 36 hrs later it was still showing on my account so I phoned customer services again and after being on hold for about 15 mins this time I was told that they could cancel the phone but would need to speak to the shop to confirm that I hadn't picked the phone up.
Customer services will phone me tomorrow when they have spoken to the shop.
Can't wait till tomorrow to see the next installment.
Once again thank you for your help.

Re: Upgrade phone not received

jonsie — Thu, 29 Aug 2019 20:28:50 GMT

Any chance of lending a little further assistance here @EmilieT ?

Re: Upgrade phone not received

EmilieT — Fri, 30 Aug 2019 07:34:47 GMT

@jonsie I can certainly get our gurus to take a look at what's going on and whether there's anything they can do to help

@Paulns18 I'll send you a Private Message in the next few minutes to get a few more details, so we can try to find out more for you on our end

Re: Upgrade phone not received

Paulns18 — Sat, 31 Aug 2019 12:19:58 GMT

Hi yet
Yes all sorted now eventually managed to get the device taken off my account and today managed to get a PAC code so I can change from O2.
Many thanks for all your help

Re: Upgrade phone not received

jonsie — Sat, 31 Aug 2019 13:27:08 GMT

Brilliant news @Paulns18

Re: Upgrade phone not received

Bdr_Fisher — Wed, 15 Feb 2023 19:23:44 GMT

Well, word for word I am experiencing the exact same madness. I have called, emailed, been put on hold, been spoken to like an idiot by actual o2 employees in the store who rolled their eyes and said “we know it’s ridiculous…”

This is the exact same situation I am in - all I’ve asked for is my money back (I paid £130 over two weeks ago) and for the phone to be removed from my contract. I was supposed to be given a call to update me today but guess what…! Nothing.