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on 21-07-2018 13:21
The very first time I tried I got through to the final checkout stage. However, reviewing everything, I noticed I'd made a small error in my email address, so went back to the first checkout stage to correct it.
I then went to th 2nd stage, where I had to then put in all my payment details again. My payment was denied because the error stated "your address must match the one held by your bank."
I have tried multiple emails, multiple payment cards, and even the library computer in case it was my phone. I have also waited over 24 hours in case o2 had locked me out from th multiple attempts I'd made.
Today, the error I get is that I haven't entered an address at all. It almost seems a technical error but it's also suspicious that it worked the very first time I tried. O2 don't know what the problem is and can't help me other than to place the order over the phone (but they can't do th click and collect I was after).
Browsing the forums I seem to find the same issue brought up by many people, but the threads die without any resolution.
If anyone has any advice it would be much appreciated.
P.S. If I purchase the phone in store, I have to put a minimum of £15 top up on the SIM you get (can't buy a phone sim free), and also I use topcashback which would give me an extra £11. So IDEALLY I would love to be able to do it via the Internet.
Thanks for your time!
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on 21-07-2018 17:17
I will definitely take your advice, thank you. It is such a shame that as an o2 customer since, well, before they were even o2 I am forced in to purchasing a sim if I want to buy a new phone! You don't need to add money to a sim if you purchase online but apparently in store it's for security purposes so they can register who you are. It's an awful policy.
After 3 days and speaking to over 20 staff online/ chat/ phone etc one lovely lady told me to buy the phone in store and she will credit my account with £15 to come off my next bill.
Not only is that good customer service it's polite common sense that could have been sorted days ago!
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on 21-07-2018 13:35
Have you looked if carphone warehouse sell the same phone sim free ?
It might be cheaper there and you could still order online too?
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 21-07-2018 15:25
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on 21-07-2018 15:25
@pugrockprincess Although it might cost you more, going in store to buy your phone is probably the best option. O2's online stock reporting isn't live, and there's every chance that the phone your looking to buy is out of stock. If you search the forum you'll see that many people have had this problem. You'll get it cheaper online for sure, but you could wait weeks for it to be delivered if it's not in stock. As it's a Pay & Go phone, buying it from O2 won't get you a great discount, so shop around as suggested.
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on 21-07-2018 17:17
I will definitely take your advice, thank you. It is such a shame that as an o2 customer since, well, before they were even o2 I am forced in to purchasing a sim if I want to buy a new phone! You don't need to add money to a sim if you purchase online but apparently in store it's for security purposes so they can register who you are. It's an awful policy.
After 3 days and speaking to over 20 staff online/ chat/ phone etc one lovely lady told me to buy the phone in store and she will credit my account with £15 to come off my next bill.
Not only is that good customer service it's polite common sense that could have been sorted days ago!
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on 21-07-2018 17:28
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on 21-07-2018 17:28

Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

