topic Re: Delivery Pin Code - Utter Shambles in Discussions & Feedback

Delivery Pin Code - Utter Shambles

DB94 — Wed, 19 Jun 2024 15:13:29 GMT

Why does customer service get away with sending a delivery PIN code to the phone I lost last week abroad knowing I have just bought a new contract and sim! Wasted yesterday and today trying to get a delivery PIN code sent to my email address associated with the account and no one has got a clue. Countless phone calls waste of time! Been with O2 for over 10 years and ready for sacking it. Utter joke!

Re: Delivery Pin Code - Utter Shambles

Enlli — Wed, 19 Jun 2024 15:58:19 GMT

They now do the same for Access to MyO2

A lot of people Access it because they have lost their phone or it isn't working etc

"Shambles" is a polite word.

Re: Delivery Pin Code - Utter Shambles

MI5 — Wed, 19 Jun 2024 15:58:27 GMT

@DB94

All we know here https://community.o2.co.uk/t5/Welcome-News/Introduction-of-DPD-PIN-Code-for-O2-Deliveries/m-p/1619025

Re: Delivery Pin Code - Utter Shambles

gmarkj — Thu, 20 Jun 2024 09:00:43 GMT

I thought the last update was that the delivery pin system had been stopped due to some issues @Dave-O2 ?

https://community.o2.co.uk/t5/Welcome-News/Introduction-of-DPD-PIN-Code-for-O2-Deliveries/m-p/1724297#M41847

Re: Delivery Pin Code - Utter Shambles

Dave-O2 — Thu, 20 Jun 2024 11:36:04 GMT

Thanks for the tag @gmarkj

This is something I'm currently getting checked out and when I have an update to share I'll be back in touch 👍

Re: Delivery Pin Code - Utter Shambles

gmarkj — Thu, 20 Jun 2024 16:13:36 GMT

No problem @Dave-O2 , although I am a little shocked it is going to take longer than a week to confirm if the delivery PIN system is off or not...

Re: Delivery Pin Code - Utter Shambles

Dave-O2 — Fri, 21 Jun 2024 10:41:28 GMT

Hey @gmarkj

I can confirm that this has been reintroduced and I'll follow up with some more information next week 👍

Re: Delivery Pin Code - Utter Shambles

Dave-O2 — Wed, 26 Jun 2024 13:01:36 GMT

Hey @gmarkj

Just following up with some more detail, this PIN code will help reduce fraud and additional contacts into service channels.

This PIN will be requested for DHL and DPD deliveries.

It's important that when placing an order customers/members check that their contact number is logged correctly, as this is where the PIN will be sent 👍

Re: Delivery Pin Code - Utter Shambles

Enlli — Wed, 26 Jun 2024 13:34:13 GMT

Not to mention the major problems with codes to get into MyO2. Must be dozens of posts a day about this where we have to tell customers to phone O2.

I guess customer services just wanted the extra business.

Re: Delivery Pin Code - Utter Shambles

gmarkj — Wed, 26 Jun 2024 13:42:23 GMT

It sounds like a great idea @Dave-O2 , but how many threads have been created recently where the customer has a driver at the door and no PIN to give them?

Re: Delivery Pin Code - Utter Shambles

Dave-O2 — Wed, 26 Jun 2024 13:49:57 GMT

@gmarkj If no code has been received, this will be due to the member's contact number not correctly entered at the point of order.

Re: Delivery Pin Code - Utter Shambles

MI5 — Wed, 26 Jun 2024 15:10:00 GMT

Or O2 sending it to a number that was replaced 20 years ago 🙄

Re: Delivery Pin Code - Utter Shambles

gmarkj — Thu, 27 Jun 2024 09:47:42 GMT

Does it not go to the number on the account? Or at least, defaults to that in the box to update.

That would make the most sense @Dave-O2

Re: Delivery Pin Code - Utter Shambles

MI5 — Thu, 27 Jun 2024 10:04:59 GMT

It was sending to my original number That O2 gave me some 25 years ago before I ported my current number in to O2.

In the same way they replaced my correct email address with the original O2 email allocated, again some 25 years ago.

Re: Delivery Pin Code - Utter Shambles

gmarkj — Thu, 27 Jun 2024 10:38:30 GMT

Good ol' o2 systems. Making things more complicated than they need to be!

Re: Delivery Pin Code - Utter Shambles

Dave-O2 — Thu, 27 Jun 2024 13:39:57 GMT

Hey @gmarkj

The contact number will need to be updated, this won't automatically be sent to the mobile number on the account.