topic Re: Upgrades to note 7 in Discussions & Feedback

Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 14:47:13 GMT

Tried yesterday to upgrade to to preorder Samsung Note 7, after talking to upgrade staff for 30 mins, completed online order including credit card details, placed order and told phone could be picked up on the 30th, recieved further email stating click on link to complete order today, click on it and it says phone 202, i have phoned 202 3 times spending over 90 mins on the phone and all I'm told is keep clicking on the link,
My credit card details are floating around somewhere, i don't know if I'm getting a phone or not, today I have had wifi charger and sd delivered that are useless without phone, sort it out or i cancel the whole order and get a phone from Samsung themselves and cease my contract in 4 months time.

Re: Upgrades to note 7

Toby — Wed, 17 Aug 2016 14:51:48 GMT

Hi @Anonymous,

Welcome to the community! We experienced an issue with a few upgrade orders yesterday. Have you tried again today?

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 15:04:27 GMT

Doesn't bode well for the iPhone launch if there are problems with Note7 pre orders

Re: Upgrades to note 7

MI5 — Wed, 17 Aug 2016 15:25:10 GMT

You're not alone.
Many have experienced difficulties with the online ordering process.

Re: Upgrades to note 7

jonsie — Wed, 17 Aug 2016 15:26:23 GMT

Supposed to be fixed now....

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 15:29:25 GMT

If you had read the email correctly you would already be aware the i have spoken to 202 three times today with no resolution.

Re: Upgrades to note 7

Cleoriff — Wed, 17 Aug 2016 15:47:26 GMT

If O2 don't get this fixed asap they will lose a lot of orders. Quite ridiculous really to put a flagship phone up for pre-order and have these sort of issues....

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 16:40:45 GMT

I've just received a text telling me it's fixed but still can't complete or cancel the partial upgrade I started yesterday....not happy

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 16:46:19 GMT

@Anonymous You might want the complaints link

http://www.o2.co.uk/how-to-complain

Re: Upgrades to note 7

MI5 — Wed, 17 Aug 2016 17:08:56 GMT

Tey clearing your cache and cookies.

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 17:10:58 GMT

@MI5 wrote:
Tey clearing your cache and cookies.

Trying on multiple devices so the cache be an issue

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 17:12:20 GMT

@Anonymous wrote:

@Anonymous You might want the complaints link

http://www.o2.co.uk/how-to-complain

@Anonymous contemplating it

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 17:37:17 GMT

Exact same issue here, should have wrote here as apposed to the other thread.

Is quite annoying. Phone is cheaper on 3 anyway and I don't see o2 matching prices for loyal customers. Not quite sure what the extra 10 or so quid a month is for. 3 are offering 8gb data, 40a/m 100up front.

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 17:51:04 GMT

Think the only way around our issue is to wait for the 72 hour timeout to take effect as service can't cancel an order which hasn't been placed

Re: Upgrades to note 7

Cleoriff — Wed, 17 Aug 2016 17:53:16 GMT

Have you checked with your banks? Some people having this problem have found that the money has already been taken ...which is even more of a pain. Bad enough as it is though...

Re: Upgrades to note 7

MI5 — Wed, 17 Aug 2016 18:14:35 GMT

The money may only be reserved but the bank will confirm that.

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 18:40:46 GMT

@Cleoriff wrote:

Have you checked with your banks? Some people having this problem have found that the money has already been taken ...which is even more of a pain. Bad enough as it is though...

It was an issue with O2 as they've cleared the pending checkout order. I can now proceed through the upgrade as normal but can't checkout as my bank has stopped the payments via my Debit card as a fraud prevention issue.

Re: Upgrades to note 7

Anonymous — Wed, 17 Aug 2016 18:41:36 GMT

@Anonymous you should be ok to process the upgrade now. My account has been reset to allow it.

Re: Upgrades to note 7

Paul112 — Wed, 17 Aug 2016 19:17:44 GMT

Mine must have reset too as I'm allowed to upgrade now but black onyx isn't available hope I can still get it plus my money back

Re: Upgrades to note 7

Toby — Thu, 18 Aug 2016 08:09:12 GMT

Hi @Anonymous,

I was asking if you had tried the online ordering process again today to see if you can obtain an update via the site on tour order. How are you getting on since you posted yesterday?