Phone undelivered, approaching 2 weeks

[Allan5]

I purchased a phone on a contract a couple weeks ago, and I have not received it yet, due to the DHL driver not making sufficient attempt to contact me. I live in a flat, we have an intercom, even if he doesn't have my mobile number, and every time I've been in to receive the package, I have rushed down stairs to catch him before he drives off, but as I live on the 4th floor, that's not possible it seems. So I'm cancelling my contract, I've had nothing but bad experiences with this so far and don't feel confident putting my money with them.

However, I'm unable to cancel my contract without returning my device - there's the rub. I can't receive my device, and I can't cancel my contract. I'm not able to contact DHL as they only provide tracking , and the staff in store won't help me, despite DHL express informing me the sender needs to contact them. I contact the O2 customer service line on Friday, who told me there would be a delivery on Monday and then if that failed, we could action the cancellation, however after receiving an update this morning from DHL to say the phone is in their depot, I cannot see the updated delivery date anymore, it shows Friday 17th as estimated delivery date. 

I'm growing very concerned that I'm going to be stuck with a contract for a phone I've never received, given that we're approaching the end of the 14 day cooldown period. 

I'm at a complete loss as to what to do, I need the new phone as my current one is unsuitable for work I'm undertaking. 

[madasaf1sh]

Your 14 day doesnt start until you have the phone in your hands @Allan5 

And with this mornings AWS issues, it could be that DHL have been affected and deliveries have been delayed as a precaution.. 
You need to contact o2 and ask them to cancel the order and the delivery, and then once it has been received back at o2 everything will be cancelled off..

[pgn · Accepted solution]

Your interaction with the courier should be simply to accept the phone and sign for it if required.

Any other follow-up should be between O2 and the courier.

Contact O2 via Social Media, links in the middle of this Guide: How to find help & contact O2 and see if they can help resolve as you require, @Allan5 - good luck!

[Allan5]

Thanks for your response, I would have assumed as such however every interaction with O2, both in store and through customer service lead me to believe I had to do the work of getting the order returned, even when I insisted this was not the case. 

I will again attempt to contact O2 to engage this cancellation, since it is currently in their depot so not out for delivery. I want to confirm that cancellation is in process anyway, I can't see any record of this on my account nor have I received any conformations. 

Thanks for your help,

Allan5