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Level 2: Apprentice
Posts: 25
Registered: ‎08-01-2021
Accepted Solution

Courier n losing phone

So I sent the first phone back through the courier that 02 sent to my house to pick up the faulty phone, they sent me another one which I sent back cause didn't want to be with that phone so now when I get through to someone they are telling me that I didn't send the phone back which I no I did through the courier but don't have any proof from them help
Posts: 116,554
Topics: 573
Solutions: 16,140
Registered: ‎04-04-2012

Re: Courier n losing phone

@Pipstop78 

The courier would have given you a tracking number which you can check, but it can take up to 2 weeks for O2 to scan it back in and process the return.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 2: Apprentice
Posts: 25
Registered: ‎08-01-2021

Re: Courier n losing phone

Never received a tracking number from the courier
Level 41: Prodigal
Posts: 2,388
Registered: ‎04-04-2012

Re: Courier n losing phone

@Pipstop78

Im afraid to say if the courier didn't leave you a tracking number or receipt, its your word against the couriers.

I would recommend contacting the courier company who picked up the package and see if they have any record of the collection.
Current Phone: Motorola Razr 5g
I also have a Planet Computers Gemini

I work in IT as an Enterprise Messaging and Collaboration Tools Administrator (Office 365, Slack and much much more) and manage hardware both Mobile and Desktop / laptop, my desk is a bit like PC World

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We are all customers and dont have access to any o2 accounts
Posts: 116,554
Topics: 573
Solutions: 16,140
Registered: ‎04-04-2012

Re: Courier n losing phone

@Pipstop78 

No collection note, receipt or anything at all from the courier?

Which one was it?

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 2: Apprentice
Posts: 25
Registered: ‎08-01-2021

Re: Courier n losing phone

Think it was DPD
Posts: 116,554
Topics: 573
Solutions: 16,140
Registered: ‎04-04-2012

Re: Courier n losing phone

@Pipstop78 

The DPD website indicates how to get a tracking number. 

https://www.dpdlocal-online.co.uk/help-centre/parcels/question/delivery/how-do-i-track-my-parcel#:~:....

I guess O2 need to do this though as they initiated the order.

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 2: Apprentice
Posts: 25
Registered: ‎08-01-2021

Re: Courier n losing phone

Thank you everyone everything is now been sorted spoke to someone from customers services
Posts: 116,554
Topics: 573
Solutions: 16,140
Registered: ‎04-04-2012

Re: Courier n losing phone

You're welcome Smiley Happy
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)