Contacting O2

[scotleag]

Hi, hoping someone can help me. I need to cancel my O2 order. I've tried four different ways without success. Local shop was no good. I tried online assistance but the screen just keeps saying 'looking to see if an assistant is available' and never alters. I'v tried two numbers from the O2 website 0845 6576798 & 0344 809 0222, both of which are unavailable. Can anyone help please?

Thanks

[jonsie]

They are working fine for me,  just called myself to query a charge. ...

[EmilieT]

Hi @scotleag and welcome to the forum  Did you manage to contact Customer Service in the end? Let us know if you're still stuck!

[scotleag]

Hi,

Thanks for getting back to me. Just seen your email after my latest attempt to resolve the issue. It appears the online help problem is a browser issue. On Opera the online option is greyed out which is why it remains static. Using Safari I got through to the helpdesk. The person there tried her best but it remains unresolved. I was advised to phone a number which I got through to but which ended with an automated message saying a text would be sent to the number on the order. This number is not connected. The SIM is one of the issues so I am incapable of receiving texts on it. 

The only other alternative I was given was to take two forms of identity to the nearest shop. It strikes me as odd as O2 didn't need any ID likes this to accept the order in the first place. But the other issue is that the reason I feel compelled to cancel this order was my experience with one of the staff in the nearest shop who loudly, repeatedly and within earshot of everyone else in the shop point blank accused me of damaging the SIM slot on my phone.

There is no way I am setting foot in that shop ever again.

I have just spent another hour on this. To me it should be a simple issue. I was able to order by phone so why can't I cancel by phone?

[Cleoriff · Accepted solution]

@scotleagYou can cancel by phone. Have a look at this guide

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

[MI5]

What exactly was the order you wish to cancel?
If it's a phone contract, you can't cancel until you receive the phone, then you need to cancel under the 14 day, change of mind policy.
https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

[scotleag]

Thanks for this. I've tried several times by phone but either I get cut off or receive an automated message saying a code has been texted to a number that isn't working,. I've modified the form letter from the link you sent & will use that instead.

Thanks again

[scotleag]

It's a SIM only contract. I've written as per instructions on the link provided by Cleoriff.

Thank you to all who have responded here.

[Cleoriff]

Good luck with it @scotleag I hope it's soon sorted