Solved: Upgrade - Page 6

Paul112 · ‎16-08-2016

I've just attempted an early upgrade for the note 7, everything went OK until confirming order then a something went wrong error popped up, payment has been taken. Upgrade customer service said the orders still live and all I need to do is click the link to confirm but I keep getting the same error

MI5 · ‎17-08-2016

Sorry you've had a bad experience mate and I'll tag @Toby so he can feedback on the issue.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Toby · ‎17-08-2016

Hi @Anonymous,

Sorry to hear about this! We had a small issue yesterday with Note 7 upgrades. Feel free to PM me if you'd like some help with this if you still have accounts with O2. (I know you have also looked at 3)

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Toby · ‎17-08-2016

Hi @Paul112,

We had a small issue yesterday with a few customers trying to upgrade to the Note 7. Have you tried again today? It should be all fixed

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jonsie · ‎17-08-2016

With respect @Toby not such a small issue when customers feel the need to leave and get the phone elsewhere. Hope indeed it is fixed now

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Toby · ‎17-08-2016

Hi @jonsie,

By small I mean the percentage of affected upgrade orders compared the whole number. The frustration such an issue may cause is separate from the size of the issue. I understand your point

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Paul112 · ‎17-08-2016

Hi @Toby it's still not working, I have links sent via Text and Email and they both direct me to the error page, I spoke to the upgrade team today was told there wasn't much they can do (not good enough really) and that I still need to pay the fees, they were surprised to hear the fees have already been taken from my account

jonsie · ‎17-08-2016

I don't know why customer service are surprised. ..no one on here is!

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Toby · ‎17-08-2016

Hi @Paul112, I'll talk to the rest of the team about this. Can you clear your browser's cookies and cache and try one more time? It will us to to fix it. Thanks!

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Paul112 · ‎17-08-2016

@Toby I've cleared cookies cache etc and get this https://checkout.o2.co.uk/error/orderSubmissionFailed tried on stock Samsung browser, Chrome, Opera and Firefox same error on all unfortunately.

jonsie · ‎17-08-2016

@Paul112 wrote:
@Toby I've cleared cookies cache etc and get this https://checkout.o2.co.uk/error/orderSubmissionFailed tried on stock Samsung browser, Chrome, Opera and Firefox same error on all unfortunately.

Have you checked your bank?

If the system gives an error I hope it's not done a credit check multiple times....

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