Can't track my order

[Agniya]

Hi,

I'm new with O2. In the end of October I've ordered iPhone 12 Pro for pick up in the nearest store. My estimated pick up date is around 12th of November but due to COVID19 on Thursday everything is shutting down in London. (Maybe O2 as well?) I tried to contact O2 via customer service line several times and the robot responded, I can't track my order in app as it's not despatched (probably) and a lady from O2 shop told me to try to call them again or to wait till they contact me. Is anybody in the same situation at the moment?

[MI5]

@Agniya 

We haven't been told if O2 are closing stores again or not.

Maybe @Chris_K can update us?

[jonsie]

I think the stores will be classed as non-essential so call customer service for your options.

[Agniya]

Fascinating. Whenever I call customer service, the robot picks up, explains to me that I can see everything in my O2 and then cuts off. Email customer service is shut down. I should keep calling probably.

[Cleoriff]

@Agniya 

They are closed now. You need to call when they re-open at 8am tomorrow

Guide: Coronavirus Community Help and Support 

[Agniya]

Yeah I know they're closed, it's night time 😄 I was trying to reach out on 11am-12pm. Anyway, thank you!

[Chris_K · Accepted solution]

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@Agniya wrote:

Hi,

I'm new with O2. In the end of October I've ordered iPhone 12 Pro for pick up in the nearest store. My estimated pick up date is around 12th of November but due to COVID19 on Thursday everything is shutting down in London. (Maybe O2 as well?) I tried to contact O2 via customer service line several times and the robot responded, I can't track my order in app as it's not despatched (probably) and a lady from O2 shop told me to try to call them again or to wait till they contact me. Is anybody in the same situation at the moment?

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Sorry for the delay @Agniya. I've posted a new thread detailing our latest updates around Lockdown 2.0 and I've also answered a similar question to yours there too: https://community.o2.co.uk/t5/Welcome-News/Help-amp-Support-from-O2-during-Lockdown-2-0/m-p/1405472#...