topic Re: Order Stuck on Processing- Next Steps in Discussions & Feedback

Order Stuck on Processing- Next Steps

Starkers1997 — Tue, 03 Dec 2024 20:09:19 GMT

Last night I ordered a Samsung Galaxy S24 Ultra and it has been stuck in processing for nearly 24 hours since the time of posting. I have just been made aware that a lot of O2 customers are having this issue when ordering online. Is it worth cancelling the order online or calling customer services ASAP (when they can be reached) and then head to my local O2 shop when it has the phone in stock according to the website?

Worth noting that I did already receive my contract by email when I placed the order but not my new phone.

What would be the best thing to do @MI5?

Re: Order Stuck on Processing- Next Steps

jonsie — Tue, 03 Dec 2024 20:09:49 GMT

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

Click Here For Social Media Support Links VirginmediaO2

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

Re: Order Stuck on Processing- Next Steps

MI5 — Tue, 03 Dec 2024 20:19:38 GMT

Not a lot you can do @Starkers1997

You'll just have to wait and see if it progresses or gets cancelled.

You can't change anything until then.

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Tue, 03 Dec 2024 20:29:37 GMT

@MI5 wrote:
Not a lot you can do @Starkers1997
You'll just have to wait and see if it progresses or gets cancelled.
You can't change anything until then.

I guess that the only thing I can do is call Sales as the lines open and see what I can find @MI5. But if I don't get a clear answer, how long should I be willing to wait?

Re: Order Stuck on Processing- Next Steps

MI5 — Tue, 03 Dec 2024 21:22:04 GMT

Sales will just tell you to wait 5 to 7 days to see what happens @Starkers1997

There's nothing they can do to override the system either as the system is not really fit for purpose.

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Tue, 03 Dec 2024 22:24:33 GMT

Any idea what would happen if I cancelled the order on my end on MyO2 @MI5?

Re: Order Stuck on Processing- Next Steps

MI5 — Tue, 03 Dec 2024 22:26:17 GMT

Probably send the system into meltdown @Starkers1997

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Tue, 03 Dec 2024 22:26:44 GMT

As in?

Re: Order Stuck on Processing- Next Steps

MI5 — Tue, 03 Dec 2024 22:37:06 GMT

Honestly I've no idea @Starkers1997 but I can only imagine that more confusion would result.

I guess it's an option to try if you don't want to wait.

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Tue, 03 Dec 2024 22:39:31 GMT

I don't want to lose this Black Friday Deal, so I might take this option as a last resort and head to the local O2 store tomorrow after calling Sales, explaining my case and potentially then cancelling the order after the call.

Re: Order Stuck on Processing- Next Steps

MI5 — Tue, 03 Dec 2024 22:43:12 GMT

Good luck 👍

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Wed, 04 Dec 2024 08:15:57 GMT

An Update:

O2 were able to cancel my order and I will be refunded the upfront cost. I am now able to complete the upgrade in store today.

Thank you for your help @MI5.

Re: Order Stuck on Processing- Next Steps

MI5 — Wed, 04 Dec 2024 08:19:08 GMT

Good news @Starkers1997

Re: Order Stuck on Processing- Next Steps

rjcook94 — Wed, 04 Dec 2024 11:40:31 GMT

I am currently experiencing the same problem, how did you manage to cancel your order as they have said to me they can not do anything whilst it is stuck in processing. Any advice would be appreciated @Starkers1997

Re: Order Stuck on Processing- Next Steps

Starkers1997 — Wed, 04 Dec 2024 13:01:35 GMT

I had placed the original order on Monday night (it may depend on how long it has been since you placed the order). But this morning (Wednesday), I contacted the Sales Department on 0808 002 0202 as the lines opened.

You might be too far down the 'processing' route to cancel as far as I am aware.

Re: Order Stuck on Processing- Next Steps

rjcook94 — Thu, 05 Dec 2024 13:17:38 GMT

I finally managed to cancel the upgrade last night, how long did the cancellation take to come through @Starkers1997. Just because i want to go in and upgrade tomorrow.

Re: Order Stuck on Processing- Next Steps

empressmittens — Wed, 18 Dec 2024 11:21:17 GMT

I've been in the same situation since 5/12. Rang o2 7/12, requested order be cancelled so I could upgrade in store, was told a 'helix ticket' had been raised and the order would be cancelled within 5 working days. Order still not cancelled, I've spoken to both customer services and sales today and both are refusing point blank to cancel the order. No idea when I will actually be getting the order. WTF to do now?