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]

I have managed to get the phone marked as returned even though it never left the Carphone Warehouse Depot as the courier will confirm. Because I managed to find out that a imme number which wasn't mine was allocated to my account even though I was using my blackberry with a totally different number. I then found the sim ,tel number and the name of the person using this phone both parties agreed I didn't have the Sony z compact.mthis other person happened to order it on the same day.

Continuously 02 promised once CWH marked the phone as returned I could get back on my old tariff. For ages and endless calls to various departments in the UK and South Africa NO BODY has achieved this. I keep getting told we need to put the blackberry bolt on to the tariff...wait 24-48 hours!! Then I get my emails back for a few hours then texts and emails from 02 saying welcome to your new Tariff. All my emails stop... I have to start the whole saga of phone calls again . Everyone I speak to say they can't understand it the change is made and then the "SYSTEM" changes it back. 

As far as I can see it is 02 that are trying to put me back to where I was as stated in the 14 day rule.

I now have a phone I can't use properly, a tariff that is more expensive and limited data when I had unlimited before. Everyone seems to be passing the buck and not helping me. This has been going on since May 8th. 2016 so far 25.5 hours on phone calls

[PhoneDoc]

If I were in your position I would be taking this up with CPW, rather than O2 @Anonymous . As you purchased your contract from CPW, O2 purely have an administrative role in this. O2 sets up a tariff based on CPWs instructions; CPW supply the handset. In this case, CPW have neither supplied the handset nor informed O2 that the tariff should be cancelled.
CPW should be the ones that investigate this and communicate with O2, rather than you having to spend your own valuable time as an intermediary.