Additional Line

[Gordon1]

I ordered an additional line Friday evening before 8pm and paid £6.99 for Saturday delivery, received my new number, confirmation email/plan documents via email, but I cannot track my order, the new number is not on my o2 and no further communication, tried live chat and calling and just cannot get through. They've also taken the upfront cost as well. Any ideas what I can do? Thanks.

[seewhatyoucando]

I had the same issue last week, DHL just appeared at the door... it then showed up in Myo2 after delivery BUT it still says in my account it’s out for deliver LOL


Raise a complaints live chat, they seem to be really clued up compared to most the other contact means

You’ve exhausted your options so a complaint is the only viable option (or leave).

The complaint live chat is available on & off throughout the day, when they are busy it goes offline (which being regular offline and o2 care on this forum shows Houston we have a Capita problem)

https://www.o2.co.uk/how-to-complain

[Gordon1]

Unfortunately leaving isnt an option as I have 2 devices already with them, just strange how I've got the new number and all the documents etc but can't track it, on the other orders my number went onto my o2 and I was able to track it but not this time

[seewhatyoucando]

@Gordon1

Strange indeed but what I’ve learnt in a week and a half as a new customer is the ‘care’ and IT are both shockingly bad.

[Gordon1]

It is just so frustrating that there is absolutely no communication and not knowing if the device is going to come or not🤬

[seewhatyoucando]

@Gordon1

I know, the simplistic things you can’t even get done or enquire without major staff nonsense.


Further I’ve just checked Myo2 after last night showing not delivered - my delivery on the 13th has today sometime overnight moved to “complete” - it only took 5 days, eyeroll, shockingly bad.

I’m still within my 14 days and at this rate..well...

[MI5]

@Gordon1 

There are some numbers on this link you can try to call on Guide: Coronavirus Community Help and Support 

Say you are calling about an upgrade and you will be put through..

We can help further on here if necessary but not if you raise an official complaint.

[seewhatyoucando]

@MI5 Gordon has said he has tried all the options of calling & live chat to no avail, he can’t get any sense out of Capita care staff, that’s why I said he should raise a complaint because that’s his only avenue left.

[MI5]

No it isn't @seewhatyoucando 

There is more help we can offer. 

People who have been on here for years know much more than someone who has been here a week. 

[seewhatyoucando]

@MI5

“We can help further on here if necessary but not if you raise an official complaint”

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion.

That’s hardly appropriate, either you are or aren’t o2/Capita staff ? Which is it?

As a ‘customer’ you can’t help him if @Gordon1 raises a complaint.

Implies you are o2 staff.