Order Stuck on Processing- Next Steps

[Starkers1997]

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?

[MI5]

Good luck 👍

[Starkers1997]

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.

[MI5]

Good news @Starkers1997 

[rjcook94]

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 

[Starkers1997]

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.

[rjcook94]

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.

[empressmittens]

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?