Trying to upgrade

[Anonymous]

Three days ago 27th May I was due an upgrade being an o2 customer for many many years I searched the net for a good deal and found a better deal elsewhere. As my mobile is broken, I decided to upgrade through chat. I eventually got through to the right section who were organising the deal after I provided them with the link for better deal,  needed to change to an o2 refresh account, I was fine with that....then got cut off 😞  Next chat conversation I get a little futher 6 chat clients down the line. I was sent an email detailing the legal side of the contract and then a second email to confirm that I understood the contract.... there was then a "technical issue" so the chat client Debbie said "I will send you a third email that you will need to attend to so that you can receive your phone. You will need to do this as the link is only valid for 72 hrs if this time lapses you will have to start again.  Each time I click the link I receive an on screen message stating "order cannot be completed" Now trying to get through to someone to help is disgraceful, you would think that as I am tied into a 72 hour link that my account would have notes of some sort on it. I get through to a sales advisor on chat no problem however they cannot wait to place you to another department leaving me hanging on for hours on end. I have tried the phone lines also this is just as bad the only time I got a reply is on facebook the minute I complained live the conversations stopped....my o2 now states I am due an upgrade from today the 29th May and when I click on the button to proceed it now states "order cannot be completed"  I have tried to communicate to get my PAC Code and I have been on line being told not to disconnect someone will be with me shortly this was an hour ago. Am I wrong for being frustrated and wanting to leave

[Anonymous · Accepted solution]

You would be much better off calling customer services live chat is known to be useless

[Anonymous]

Thanks I have never got through to them either I was on hold forever the other day also whilst on chat I have to wait until someone with an o2 phone comes to my house. As I am not paying through the nose for a phone call. I call an O2 shop and they wanted to charge me 169.00 for a handset???? I am so angry  and frustrated.

[Anonymous]

Have you thought about going thro Carphone Warehouse.

Some don't like them but they do offer more choices of handsets and occasionally better tariff deals !

[Charlieboyoo]

I can understand how you feel,Ive had problems myself trying to upgrade.The lines are always busy,the chat is useless sometimes.They changed my sim without my knowledge so i couldnt use the phone for a day,then the next day my data was turned off.The advisor said i changed the tariff its my fault.I said why would i change my tariff from unlimited txts and mins +1gb of data for £21 to pay £47 for 800 mins and no txts?She couldnt answer.Then when i thought it was resolved i was getting charged for using data!Had to be compensated.Ive been waiting 3 days for the phone i upgraded to.Told me they would call,still waiting

[Anonymous]

Hi, I have had this exact thing happen to me tonight, but its too late to talk or chat to any O2 support. I will try them first thing. Can you tell me, did you get this sorted? did your order go through?

Thanks

[Anonymous]

I know where you are coming from... sorry for the long winded reply but this is what happened to me and its still ongoing

On Monday may 9th 2016 I tried to upgrade with Carphone warehouse to a sony Z5 compact they said it would arrive on Tuesday 10th it never did. I received the texts below on 10th of my 7.54 and 7.56 from o2 upgrading my tariff. I NEVER GOT THIS PHONE OR A 4G SIM . On weds 11th I got this email from DPD saying they couldn’t deliver the hand set (see below)…. In the meantime o2 knocked off my emails etc. on my blackberry which lasted 3 days…o2 insisted I had the handset but promised a £10 credit for the hassle this never arrived meanwhile I have made hours of calls to o2 and Carphone without success including an 1 hour 22 min online chat today. I am pushed between the two companies Carphone warehouse see my order was cancelled or deleted and the handset originally allocated to me didn’t leave their warehouse. They thought it unusual that O2 would implement a new tariff without a handset being issued. Eventually last week a Kelly Denton from Carphone warehouse spoke to O2 and enquired as to the IMMEI of the sony hand set I am supposed to have. The number is 354282071256883 this product was sold to a totally different person who activated it etc. and it has been allocated to my account

. My phone is a blackberry bold IMMe********6006 So now we have a situation where I am paying for a 4 g service that I don’t have a phone for. O2 are accusing me of not returning a handset that I never had…why can’t you just check with DPD that it was never delivered???? I would like to eventually upgrade with o2 but the system says I cant for 2 years. Meanwhile I am paying for a service that I cant use but someone else is. I feel like crying with frustration as no one can help. The stock answer from O2 is Carphone warehouse needs to put the handset as returned. cpw say the whole order was cancelled and deleted the handset was never delivered…. They cant understand why 02 would put me on a tariff change when no upgrade had been issued.

This is a MASSIVE software issue and I am in the middle of it all. Just confirm to 02 that I never received the handset and compensate me for the aggravation and confirm it is all done. O2 sent the following on May10th 2016 “O2 UK: Great news, your 4G service is ready. Just a few final steps before you get started: make sure your 4G sim is in your 4G phone. Switch your phone off then back on again. When you're in a 4G area, you'll see the 4G symbol on your phone screen. Enjoy your 4G experience on O2. O2: Good news, we've completed your tariff change to O2 Unlimited 24M 3GB.” Carphone ref 15501690590280 Dpp ref 356834550
I am pushed between the two companies with call centres in S Africa, India and sometimes in the UK. I now have a larger invoice from O2 without the £10 compensation they promised three people at CPW promised me an update but they NEVER call me back. The disconnection team at CPW want the new sim number. I have asked where am I supposed to find that as I the phone I ordered never came with the new 4g sim. Please help I have phoned 26.5 hours on the phone logged complaints with both companies spoken to the Ombudsman. I just get the answer wait 3-5 days so sorry its a glitch.. I just want my old tariff back at O2 and acknowledgement that the new upgraded phone never arrived to me as DPP agree and just because CPW moved warehouses that weekend I must suffer.

Because an upgrade has been registered I cannot leave or upgrade anywhere else. Nathan Richards in complaints doesnt call back as promised, Linsdsey momentaraly put me back on my old tariff but the system knocked it off 12 hours later, As of this morning Kim is using another tariff giving me a discount with blackberry bolt on should work in24 hours...I wont hold my breath. I welcome any help in advance.

[Cleoriff]

Hi @Anonymous. Whilst this situation must be extremely frustrating for you, it is extremely complicated...this is a customer to customer forum. We have no access to your account or personal details....

If you have an issue with O2 then you have to put in another complaint...http://www.o2.co.uk/how-to-complain

Or email the complaints review service.(address in the link).

Another option is to google the address of the CEO for O2 (Ronan Dunne).

[Anonymous]

I have registered a complaint Nathan Richards fails to solve it or call back when promised...it would be great if I could actually speak to someone in the technical dept. no customer services are at a loss why this is happening. I will write to Ronan Dunne ..hopefully someone from his office reads this !!! So far 33 hours on the phone 17 different people allegedly dealing with it!!! HELP

[PhoneDoc]

Sorry to hear about the issue's you've been experiencing @Anonymous . It's certainly not a nice situation to be in.
From what I can gather, you are paying the monthly tariff for the Z5 compact, without having ever received the phone. Just to double check first, have you contacted the courier to see if they have the handset at their depot, ready for you to collect?
Your tariff will have switched over shortly after taking your contract out through CPW, this can be independent of physically receiving the handset. The reason your Blackberry emails stopped working was likely because the new tariff had a standard data bolt on required for android phones (like your sony), replacing the Blackberry data bolt on from your old tariff, which is required for certain Blackberry applications to use the internet. Nothing seems out of the ordinary with this part.
I know this isn't what you intended to do, but the context of this procedure may help - usually, when someone wishes to cancel a contract and go back to their old one:

1. their tariff will be switched over to the new 2 year contract soon after taking out the contract
2. they'll receive their phone
3. they'll inform the seller they want to cancel
4. they'll return to the phone to the seller
5. the seller will process the returned handset and inform O2 that the contract has been cancelled. This can take from a couple of days to longer than a week, depending on the speed of the seller.
6. Once informed that the handset is returned, O2 will terminate the new contract and place the customer back on their previous tariff, before the upgrade

If the courier no longer has the phone, I can only imagine that it would be because they have misplaced the phone (which is plausible but unlikely), or that CPW have failed (or have yet) to process the return of the phone from the courier (which is more likely).

It could be that there has been a breakdown in communication and CPW do have the phone, but are yet to process its return, in which case this could be self-resolved in a couple of days. 

If they haven't received the phone, or have processed its return incorrectly, then that would be more complicated to resolve.

Either way, as your contract was taken out through CPW, the phone itself is their property and responsibility. O2 would be unable to terminate your new contract without CPWs approval. For this reason, I would really suggest escalating this with CPW, rather than O2. All O2 would be able to do is liase with CPW, and even then it may be just be relatively low level customer service advisors liasing with each other, without the power to do anything. It'll just make resolution all the more slower for yourself.

The Ombudsman is definitely a good resource if you can't get this resolved adequately with CPW. You could also try visiting a CPW store, to see if a manager is willing to escalate the issue through their own channels and help resolve things for you.

Hope this helps