Been sent a faulty device, returned it and no new device sent?

[JessSloanes96]

Hello all,

I recently ordered a phone from O2 on a pay monthly contract and returned it 21 days later due to it being faulty. Once I returned the device, I tried to put the old SIM card in my phone, that now didn’t work. I contacted O2 customer service who told me I can’t use the number as it’s associated with the device I returned so until I get my replacement device I won’t have airtime. All to do with these new eSIMs.

I was promised that the device would be dispatched the day they received the return. A week has now gone by, they confirmed they have the faulty device, I also have the tracking to confirm it but no replacement device has been sent, I can’t use the number/data I’m paying for and I’ve been in touch with customer services 8 times, no one can tell me when I’ll receive a replacement and I just have to ‘keep waiting’ as it’s ‘processing’. No manager is available to speak to, my complaints email has not been responded to but I’ve been promised calls ‘very soon’ the past 5 days. I was promised a call back from a manager yesterday and didn’t receive it. They keep trying to offer compensation in return of closing the complaint. I don’t care, I just want the device and have been asking them for days to send it.

I have now asked to cancel the order and the contract as I have not got the services I’m paying for. They are asking for a £500+ cancellation fee/the cost of the device.

I currently have a poorly newborn at home and am without a working device (my current phone is 7 years old and unreliable, that’s why I replaced it).

They were refusing to cancel the contract on the phone yesterday saying ‘you must wait for these things’, they told me a manager would call so they could get me off the phone instead of letting me cancel. Genuinely feel like I’ve been scammed haha.

Where do I stand with cancellation and how do I actually cancel? Since no one can tell me when they’ll dispatch the phone I’ve ordered from elsewhere as I don’t have the useable phone or airtime that I’m paying for with O2. 

[Enlli]

Sounds like the usual incompetence we expect from Customer Services these days.

Nothing we can do here as we are just customers and have no access to accounts.

Seems you have done all that can be expected of a customer.

I think the best now you can expect from the complaint is them closing the account, no charge. And moving to your new supplier

[TallTrees]

Hi @JessSloanes96 

Very sorry to hear your distress. 

It is unforgivable really and time is precious. 

The esim does make it more difficult and it is generally thought stick to a physical sim if possible much more manageable. 

This does need to move on for you it is obvious.

If you have raised an official complaint this could delay matters.

It seems that 21 days went by so Cancellation without penalty may not be possible as this is 14 days, so you are in contract and waiting for a replacement of a faulty phone.

Have you tried social media? 

Leave them a message and enquire when you are to expect a replacement phone.

All ways to contact here..

Guide: How to find help & contact O2 

Social media 

Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG) 

You can call them on 0800 081 0255

Bye and best of luck

[MI5]

@JessSloanes96 

Pop into your local O2 store with photo ID and they will give you a plastic sim with your number and calls, data etc,, so you can at least use your contract in your old phone.

Keep hold of the plastic sim to use when your new phone finally arrives and avoid using an esim as it causes the kind of issues you've had.