topic Re: Upgrade issues in Discussions & Feedback

Upgrade issues

Andyd19 — Fri, 11 Oct 2024 20:02:38 GMT

Hi all

I’m having a nightmare with my iPhone 16 pro upgrade.

Ordered on 30 September, tracking says collected by DHL for next day delivery on 1 October, it never came. Tracking said delayed and stayed the same for over a week!
Phoned customer service and used the online chart to try and get a solution, only to be promised it would be investigated and someone would get back to me, they never did.

After many calls and chats a helpful guy on customer services ordered a replacement yesterday which arrived today, minus the mag case I had ordered originally.

I then find out they never cancelled the first order so I have two devices on my account.

more phone calls and chats to customer services and they say I will only pay for one and they will refund the money for the magcase, I have no faith either of these things will happen.

phones recycle value, but I haven’t been given anyway of redeeming this offer

Anyone know how the enhanced recycle offer worked on iPhone 16 pro’s?

The lack of help from various people at O2 has been appalling, lots of sympathy and promises with no result.

Andrew

Re: Upgrade issues

Pipstop78 — Fri, 11 Oct 2024 20:15:00 GMT

If it was me I would pop in to a 02 shop and ask them if your not getting any where customer services

Re: Upgrade issues

Cleoriff — Fri, 11 Oct 2024 20:42:04 GMT

@Andyd19

Sadly going instore isn't an option as they will just refer you back to Customer Services.

Your best bet is to speak to the social media team who are UK based.

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

Re: Upgrade issues

esdnd1987 — Mon, 11 Nov 2024 11:22:18 GMT

@Andyd19 Hi just wondering if you're referring to the extra £100 offer when you take out an Iphone 16 and then use o2 recycle? I've found it impossible to find out how I get the £100 off my device plan now that I've got my new phone, and recycled my old one. I've probably spoken to 9 or 10 different advisors and been put through to 4 different departments with no luck

Re: Upgrade issues

Andyd19 — Mon, 11 Nov 2024 12:36:31 GMT

@esdnd1987 Yes I tried and had no luck, just sent me to the recycle section of the website. I read that if you use your order number in the promo code section it worked, but didn't for me.

My issues got worse. My original order never arrived, DHL say O2 never despatched it and it sits in their system saying delayed. Eventually o2 sent a replacement, which did arrive. The only problem is they are now charging me for 2 iPhones, even though my account only lists the replacement! Numerous contact with o2 and many promises my bill still shows charges for 2 iPhones.

Re: Upgrade issues

Oxonian — Mon, 11 Nov 2024 20:58:58 GMT

@Andyd19

Did you contact the O2 social media team as suggested by @Cleoriff above ?

They are based in the UK and have a strong reputation for solving customer problems. 👍