topic Re: New phone not delivered/lost in Pay Monthly

New phone not delivered/lost

Lyndsay_82 — Thu, 16 Nov 2023 10:00:17 GMT

My Upgrade was due for delivery on monday, DPD can't find it anywhere, had 4 days of getting passed round departments on the phone by DPD and O2, nobody can tell me anything and I still have no phone 😞

Re: New phone not delivered/lost

Enlli — Thu, 16 Nov 2023 10:07:16 GMT

The only people who can help are Sales.

Good Luck

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

Or Message them

Facebook (https://o2uk.co/O2CFB)

X (Twitter) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) ,

they should be able to help you

Re: New phone not delivered/lost

Lyndsay_82 — Wed, 22 Nov 2023 15:58:46 GMT

Have spoken to sales on the phone several times (also spent hours on hold and been cut off a few times), they have said they need to have a trace on the parcel and give DPD 6 days to reply, today is the 6th day and not heard back from them. Almost 2 weeks and i'm still without a phone. ready to cancel it and go to another network 😞

Re: New phone not delivered/lost

jonsie — Wed, 22 Nov 2023 16:06:26 GMT

@Lyndsay_82 wrote:
Have spoken to sales on the phone several times (also spent hours on hold and been cut off a few times), they have said they need to have a trace on the parcel and give DPD 6 days to reply, today is the 6th day and not heard back from them. Almost 2 weeks and i'm still without a phone. ready to cancel it and go to another network 😞

That would be my choice

Problem is keeping O2 investigating otherwise it will just be added to your account

Re: New phone not delivered/lost

Lyndsay_82 — Mon, 27 Nov 2023 15:18:02 GMT

Has anyone every managed to get an answer from O2? i've spent 2 weeks on hold getting passed round departments without anyone being able to help me, now been 3 weeks without the phone i ordered, nobody on phones can help me and they can't cancel my contract, so stuck paying for a phone i never received. I'm losing the plot 😞

Re: New phone not delivered/lost

Bambino — Mon, 27 Nov 2023 15:30:06 GMT

@Lyndsay_82 We no longer have the ability to ask O2's online advisors to assist other customers. Sorry to say you'll have to persevere with trying to get through to someone in customer service who will take responsibility and help you resolve this issue.

Re: New phone not delivered/lost

Oxonian — Sat, 02 Dec 2023 09:42:57 GMT

@Lyndsay_82

Has this been resolved as yet ?

Re: New phone not delivered/lost

Lyndsay_82 — Sat, 02 Dec 2023 10:28:21 GMT

Nope. Still no replacement handset ordered after 3 weeks

Re: New phone not delivered/lost

Oxonian — Sat, 02 Dec 2023 10:47:25 GMT

@Lyndsay_82

If you are still waiting for your replacement after three weeks, you might want to 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

However, complaints typically take eight weeks to resolve and Customer Services are unlikely to want to interact with you whilst your complain is under consideration. Hence, I suggest that you continue to press Customer Services for a few more days and regard the complaints' route as a last resort.

If you do decide to complain, please see Resolver in the first link. They have a reputation for facilitating satisfactory outcomes.

Please keep us updated on developments.