I’m honestly at my wits’ end with O2 and wondering if anyone else has dealt with something like this.
I ordered a handset on 28th September with next-day delivery, but the order immediately got stuck in the “processing” stage. For an entire week I received the same daily text at 11am:
> “O2: Your recent order has taken us a little longer to process, sorry about that. Your order should be with you in the next few days. Our carrier will text you with updates. Thanks.”
After seven days of that, I went into an O2 store, they had no idea what was happening. I called customer services, spoke to people on social media, used online chat; they raised Helix tickets, other types of tickets… nothing changed. The order just sat there.
After a month of no progress, I cancelled the order (as O2 recommended). The annoying part was that cancelling meant I lost the Chromebook offer that was available at the time. But it got worse... the cancellation itself seems to be stuck too. It’s now been another three weeks, and I’m no further forward.
Because the order is frozen in the system, I can’t reorder a new handset, and I can’t leave O2 either because my PAC code is tied to this stalled order. I’ve had this number for 15 years, so loads of two-factor authentication is linked to it. Losing the number isn’t an option.
It sounds ridiculous, but all I want is to buy a new phone from a phone company. Yet no one seems to understand what’s happened or how to fix it, and every morning I still get that same “your order will be with you in a few days” text.
At this point I feel completely stuck, and the whole mess could’ve been avoided if I hadn’t ordered online in the first place.
Has anyone been through something similar, or know how to actually get this resolved?
