topic Re: Order stuck in processing! in Other Products and Services

Order stuck in processing!

CharlieSmith_27 — Fri, 11 Oct 2024 03:11:22 GMT

I've had my order stuck in processing for over a month now and still no end in sight. I was told it'd he resolved in a couple of days, then a week, then a month. Now it's been more than a month and the support team are no help at all!

Was meant to be a 90 day upgrade to a pixel 9 pro, i cancelled the order after a couple of days as I wanted an xl instead, now I'm here. Stuck with no way to actually upgrade to the phone I want and even after being told "it's been raised to Ao2, please wait 5-10 days" then I had to wait ANOTHER 5-10 days and guess what, still nothing. No update from anyone and still in processing, what's anyone meant to do?

Re: Order stuck in processing!

pgn — Fri, 11 Oct 2024 05:46:34 GMT

@CharlieSmith_27 - Persist with the sales team as they can help with that – message them on Social Media

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255. Good luck!

Re: Order stuck in processing!

Emily28 — Fri, 11 Oct 2024 09:21:32 GMT

I'm having the same issue and getting nowhere. They say it's a supply issue, but every local store has the device in stock. It's infuriating and nobody I've spoken to has a clue what they're doing.

Re: Order stuck in processing!

pgn — Fri, 11 Oct 2024 14:08:07 GMT

@Emily28 wrote:
I'm having the same issue and getting nowhere. They say it's a supply issue, but every local store has the device in stock. It's infuriating and nobody I've spoken to has a clue what they're doing.

A lot of issues with on-line sale vs in-store sales, as can be seen here for the new Pixel phones, @Emily28

https://community.o2.co.uk/t5/Pay-Monthly/When-am-I-going-to-receive-my-Pixel-9-Pro-XL/m-p/1741766/highlight/true#M281085

Re: Order stuck in processing!

Emily28 — Tue, 22 Oct 2024 11:04:24 GMT

@CharlieSmith_27 any luck getting an update/response?

Re: Order stuck in processing!

CharlieSmith_27 — Mon, 04 Nov 2024 04:44:33 GMT

@Emily28 I have JUST got my upgrade, it finally updated and gave me the £10 I paid to order the phone back. It was basically just waiting until someone actually managed to do something. I did bother them almost every other day so maybe that pushed it along but otherwise it seems they either just go at their own pace or the company is really that much of a mess. I hope you get yours sorted soon!

Re: Order stuck in processing!

LesMets — Wed, 27 Nov 2024 12:15:44 GMT

I am now having this same problem since September 18th been communicating foe 6 weeks now and still no further forward

Re: Order stuck in processing!

Oxonian — Thu, 28 Nov 2024 17:45:31 GMT

A warm welcome @LesMets to this O2 customer to customer community. Please note that we cannot access accounts or provide other direct help.

In the first reply (above), @pgn has provided contact details for O2. I suggest that you use the social media route, as that team are based in the UK and have a good reputation for solving customer problems.

Re: Order stuck in processing!

Shaun105 — Wed, 14 May 2025 21:25:37 GMT

Having similar issues... Appalling customer service... Keep getting told something different depending on who you talk to. They even cut you off if you ask to speak to a supervisor or ask a tricky question.... Absolutely had enough..

Re: Order stuck in processing!

Oxonian — Thu, 15 May 2025 18:35:23 GMT

Have you @Shaun105 tried to contact O2 on social media ?

The social media team are based in the UK and have a good reputation for solving problems :-

Facebook : https://o2uk.co/O2CFB

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

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

Re: Order stuck in processing!

pgn — Thu, 15 May 2025 21:07:49 GMT

Ya gotta know when to cut bait and run, @Oxonian - https://community.o2.co.uk/t5/Discussions-Feedback/Google-Pixel-9-Pro/m-p/1794076/highlight/true#M138474