Getting in Contact to Change my Order

[Hattie123]

Hi,

I ordered an upgrade to my phone on Saturday. I didn't see an option to select a colour in the process and didn't realise until the end that I ordered the phone in white (the only colour I really didn't want and as phones cost so much I kind of want the choice).

I tried to find a way to change it online or get in contact yesterday. In the end I rang customer services even though the only option to get through was saying it was an emergency. They cancelled the order but says it takes 24-48 hours. However, today I got through several messages about delievery time and other contract details. I am keen to get through to someone to double check if it has been cancelled or if there is an easier way to just change the colour. I messaged 'start a conversation' or agent thing on the 02 app but once I get write the problem it kind of freezes. 

So my questions are:

- Does anyone know how I can talk to someone at 02 without having to lie and say its an emergency?

-Has anyone been able to change the colour when the contract is still being processed? Or do you have to cancel, send the phone back and get a new one? This seems like a massive faff.

- Does anyone know how to get the online chat thing to work?

I am feeling pretty let down by 'customer service' I know it is only the colour of a phone but I feel like I pay a lot of money for a contract with 02 but there is no support from them.

[MI5 · Accepted solution]

@Hattie123 

Usually you would need to return it for exchange https://www.o2.co.uk/help/device-and-sim-support/our-change-of-mind-policy

You'll can try to call customer service and yes, you need to lie about the reason..
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

[Hattie123]

@MI5 

That is all really helpful. Thank you!

[MI5]

You're welcome

[Hattie123]

I have been on the 202 number with them (I didn't see that number when i actually wanted to talk to someone about choosing a phone). I still have to put in a lot of effort myself to sort it out. I doubt I will use 02 again when this contact is up, but do any of them have good customer service?  There is not even a way to complain to them so I am stuck to ranting on here! 

[MI5]

Hi @Hattie123 

I can ask @O2Georgina to discuss your concerns with you......

[O2Georgina]

Morning @MI5  Thanks for the tag, @Hattie123  I will send you a private message now to discuss your query

[Steviepo67]

I just ordered a new phone. Bout after ordering realised wrong colour. Any help appreciated

[MI5]

@Steviepo67 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

Thanks