New order been 1 week no handset or Sim received

[AlMubeen]

Hello,

I ordered a new handset and Sim card contract, on September 1st. 1 week has past and no dispatch email or delays notification.

Sony Xperia 1 iii z

I have contacted online customer services, they informed me to go to store as it should have been delivered by this time. I have been to the store today, Camden hight street and one of the workers have said they have not received any order or notification of order.

The store worker didn't resolve my order nor give any update on what to do. 

I'm not sure what to do, new customer to o2 received all contracts and signed. Upfront payment taken on 1 September £30 and passed credit check. 

[pgn · Accepted solution]

Hi @AlMubeen - the store worker should have helped you get through to Customer Services to talk with an advisor there, as you really need to talk to O2 Customer Services directly - contact details are here: Guide: Coronavirus Community Help and Support - call at around 08:10am UK time, and be prepared to wait while music is played at you for several minutes before getting to talk to someone.

This sequence works best for getting through to an advisor:

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

Good luck, @AlMubeen.

[Harsha]

Same case here, ordered SIM contract on Sep1 and still it shows on the way. Surprisingly the Royal Mail tracking number provided is a invalid one. Very poor start. 

[Blamelouis1]

Same here over two weeks o2 say they don't know if they will get stock.