Doorstep swap

[Amexyg]

Hi,

I ordered an iPhone 11 Pro last week and it is faulty. Went into apple today and they confirmed it needs replacing. Have spoken to o2 on live chat and they say they have arranged a doorstep swap but I have no confirmation of this and am unable to call customer service due to COVID. Anybody else had this issue?

[MI5 · Accepted solution]

@Amexyg 

You should receive an email with the details on what to do and when.

If not receiced, you'll need to try and call'

Numbers to try here Guide: Coronavirus Community Help and Support 

Or advice from an O2 Guru regarding a way to get through:
If you call 202, 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.

[Amexyg]

Wow thank you, straight through and sorted, even got to pick the delivery day for when I’ll be in! Cheers

[MI5]

Good news and you're welcome @Amexyg