O2 have messed up my order and not sent phone!

[Anonymous]

Have 2 contracts with O2 and both up for renewal so placed 2 orders. One for Iphone 6S and one for Iphone6. Problem is the Iphone6S has arrived as planned but the other phone has not. The tariff has been updated and now the orders page is telling me the order has been completed. Now my step daughters phone won't connect to her 3G because she still has her Iphone 4S.

[Bambino]

This is a customer forum. You need to speak to customer service. No doubt they will be very busy at this time of evening on the iPhone launch day, probably dealing with the same sort of problems you've had.

http://www.o2.co.uk/contactus

[Cleoriff]

Hi @Anonymous

Sadly the only people who can help with this situation are customer services. If your tariffs have switched over there is little anyone can do. CS may just tell you to wait for new phone though

http://www.o2.co.uk/contactus

[Anonymous]

best of luck with customer services

[MI5 · Accepted solution]

The old sim will probably have been turned off and transferred to the new sim which is likely on it's way to you so it will be working when it arrives.

[gindygoo]

Did you get this sorted out @Anonymous ?

[Anonymous]

Not yet. O2 insisting they have shipped so I have to wait and see. Got a number for the courier they use so going to try them today, but expecting them to tell me that they do not have this order in system and have nothing to deliver.

Not great from O2 as their repeated response is that it's been shipped by them so they have fulfilled their duty even though they cannot give me any tracking details for the order.

[PhoneChanger]

It is for O2 to prove that it has been delivered before they have completed their part. Legally the phone is O2's responsibility until you (or someone) signs for the delivery.

There is however a period of time O2 will need to wait for delivery to be attempted before they can chase it, and beware, this can take some time.

[jonsie]

The responsibility is with o2 to prove the phone has been delivered. If they can't provide your valid signature then insist they deliver a phone as per their contractual agreement. It's not down to you or the courier, it's up to O2 to deliver.

[Anonymous]

Phone finally arrived today but not with DPD as I was advised. UK mail delivered it. My daughter got a text this morning saying phone would be delivered between 13:00 and 16:00. It arrived at 09:30 but thankfully a neighbour took it for us.

Overall a shocking display of customer service from o2 but I got everything in the end so no harm done.