topic Re: Upgrade Issues in Pay Monthly

Upgrade Issues

TraceyB1 — Fri, 17 Nov 2023 13:02:25 GMT

Anybody else having upgrade issues ..?

I upgraded my contract on Tuesday and everything went through fine. All pre contract documents received and email confirmation of my order and delivery date for the next day. However no phone arrived on the delivery date. After numerous calls to the sales team and customer services nobody could give me a reason why my order was stuck at the processing stage. The following morning I checked my o2 and noticed that my order had been cancelled...no explanation...no text...no email...no call..!

I phoned o2 and re ordered my new phone. After going through the whole process again my second order is again stuck at the processing stage. Nobody at o2 can give me any answers and have advised that the technical team have 7 days to respond to the issue and I just have to wait.!

I have been with o2 for many years and have never received such poor service.!

Re: Upgrade Issues

Oxonian — Fri, 17 Nov 2023 21:09:53 GMT

@TraceyB1

There have been a few posts on here about orders sticking at the processing stage.

You could consider making a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

This issue will probably be resolved before your complaint is dealt with, but at least your complaint will let O2 know how they are inconveniencing loyal customers

Re: Upgrade Issues

MI5 — Fri, 17 Nov 2023 21:15:37 GMT

@TraceyB1

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

Re: Upgrade Issues

TraceyB1 — Fri, 17 Nov 2023 21:20:46 GMT

Thank you for your response @Oxonian

I have sent an email today to the complaint review service detailing my issues.

Do you know if anyone else on here experiencing the same issue has had their issue resolved.? I'm curious to know if I am wasting my time waiting for O2 to sort out this upgrade issue.

Re: Upgrade Issues

TraceyB1 — Fri, 17 Nov 2023 21:23:28 GMT

@MI5

I have made several calls to both the customer service department and sales. Neither department could give me any answers. They all said they have never come across this issue before and I just have to wait until the technical team have responded which can take up to 5 days.!

Re: Upgrade Issues

MI5 — Fri, 17 Nov 2023 21:30:35 GMT

There has been quite a few technical issues of late @TraceyB1

Let's hope they get to the bottom of them soon.

Re: Upgrade Issues

Oxonian — Fri, 17 Nov 2023 21:37:54 GMT

@TraceyB1

Not sure about that one. I think that one or two folks have had it resolved but although we always ask for feedback, most posters don't report the outcome. So we don't know if they have moved to another network provider or if their issue was sorted.

I agree that there's not much point in you contacting sales until after the weekend.

Have you considered buying your upgraded hardware direct from the manufacturer - Samsung, Apple or whoever - and going SIM only with O2. I always buy direct for a hassle-free experience. There are some good trade-in offers available from the likes of Samsung currently !

Please keep us updated on developments.

Re: Upgrade Issues

TraceyB1 — Mon, 20 Nov 2023 07:02:33 GMT

Just a quick update.....

I have now had my second order cancelled by O2. No explanation...nothing..!

Re: Upgrade Issues

Oxonian — Mon, 20 Nov 2023 18:52:00 GMT

@TraceyB1

Ouch, that's not good.

I note that you have contacted complaints, but have you tried Resolver ? they are mentioned on here :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

They have a reputation for facilitating satisfactory outcomes.

Re: Upgrade Issues

Enlli — Mon, 20 Nov 2023 19:05:18 GMT

@TraceyB1 wrote:
Just a quick update.....
I have now had my second order cancelled by O2. No explanation...nothing..!

Then go. Don't waste your time with O2. You can see their standards and they are not getting any better.

Re: Upgrade Issues

Zog — Thu, 23 May 2024 22:13:13 GMT

I know this is kind of an old thread now, but we're you able to upgrade with O2 in the end?

I'm having the same issue. I placed my order on the 29th Apr, with a delivery date of the 30th & haven't had my device yet. I contacted O2 on the 3rd may to be told it would be with me soon. Contacted them again on the 9th, that person escalated the issue (don't know who to!), which could take 5 - 10 working days. Tomorrow is day 10 so I contacted them again yesterday, that person tried to cancel the order & I guess contract, but got an error that the contract couldn't be cancelled as it wasn't active, or something. So heavens knows what I'm meant to do now!

They did give me a good will gesture of £10 off my bill, which is nice, but I just want my phone. The issue I have is that I ordered it while it was on offer & the same tariff is now £8 more expensive a month. I have a horrible feeling they won't honour the original monthly price!

Re: Upgrade Issues

Oxonian — Sat, 25 May 2024 11:00:05 GMT

@Zog

Welcome to the O2 customer community.

If you are asking that question of @TraceyB1, you will need to tag her thus. However, as the thread dates from last year, I have no idea if you will get a response.

You have probably realised that this is a customer to customer community with no direct O2 involvement. I suggest that you contact the sales team as they will be able to help with your problem. It will probably be best to message them on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team might take a couple of days to engage with you, particularly as it is a Bank Holiday weekend - please send them an occasional reminder so that they know that you are still waiting.

Other ways to contact O2 are in :-

If you do not use social media, this might help :-