topic Re: Upgrade Problems in Pay Monthly

Upgrade Problems

Swadez1 — Mon, 30 Jan 2023 15:25:40 GMT

10 days ago I upgraded 2 devices. But then on delivery day, just before the hour of delivery, the delivery company notified me that both devices were being returned to O2. Contacted O2 and was told that there was an error and will have to wait until the returns are processed to order again.

Waited until Saturday and managed to upgrade again. But same thing has happens today, Monday, just before delivery hour the devices are being returned back because O2 have requested them to.

Now can’t contact via phone as been in hold for an hour and then rep disconnects call when I get through.

Messaged through online chat but they’re always late.

Help.

Re: Upgrade Problems

Enlli — Mon, 30 Jan 2023 15:40:41 GMT

@Swadez1 wrote:
10 days ago I upgraded 2 devices. But then on delivery day, just before the hour of delivery, the delivery company notified me that both devices were being returned to O2. Contacted O2 and was told that there was an error and will have to wait until the returns are processed to order again.

Waited until Saturday and managed to upgrade again. But same thing has happens today, Monday, just before delivery hour the devices are being returned back because O2 have requested them to.

Now can’t contact via phone as been in hold for an hour and then rep disconnects call when I get through.

Messaged through online chat but they’re always late.

Help.

Lot of reports re the phone lines today.

The people you need are the sales team

You can call them on 0800 081 0255

The opening times are:
Monday to Friday – 8am to 8pm
Saturday – 8am to 6pm
Sunday – 9am to 6pm

Might have better luck

Message O2 on
Facebook (https://o2uk.co/O2CFB)
Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you.

Re: Upgrade Problems

madasaf1sh — Mon, 30 Jan 2023 15:41:06 GMT

@Swadez1

I would speak to the Sales Team, as they should be able to see what is happening, but it sounds like a security / risk flag is coming up, but they will be able to advise.

Give them a call on 0800 081 0255

Re: Upgrade Problems

Swadez1 — Mon, 30 Jan 2023 15:56:23 GMT

Yes, just contacted that number. They said they can’t help and put me through to customer service and then disconnected call. So now calling 202 myself and seems to be a long hold.

Re: Upgrade Problems

Breanna — Mon, 30 Jan 2023 16:52:22 GMT

@Swadez1

Sorry to hear you've had issues getting in touch with customer service. O2 has let us know there is an issue they're working to fix:

"We’re aware of a technical fault which means that it is taking longer than usual to answer customer calls.
We're sorry for any inconvenience this may have caused. However, we’d like to reassure you that the issue is being looked at as a matter of urgency."

Re: Upgrade Problems

Breanna — Tue, 31 Jan 2023 09:19:43 GMT

@Swadez1 were you able to get in touch with O2?