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Level 1: Joiner
Posts: 1
Registered: ‎05-09-2018
Accepted Solution

UK Mail Problem

Hi everyone,


I placed an order on Thursday to upgrade my iPhone 8 plus to an iPhone XS Max and paid off the remaining device plan of £680 to do this. I paid for the same day delivery, however the device never arrived and UK Mail shows as delayed - arrived at sortation centre. I've been in touch with o2 and UK Mail - UK Mail advised they've never had any order arrive from o2 to send me, whereas everytime I speak with o2 they're telling me I'll get the order before 10pm. I don't really know what to do in this situation, I'm pretty concerned due to the amount of money I paid off for the upgrade. Is there anyway I'm able to cancel the upgrade and just continue using my iPhone 8 so I can get a refund?


Any advice would be greatly appreciated,

Many Thanks


Posts: 90,025
Topics: 539
Solutions: 11,751
Registered: ‎04-04-2012

Re: UK Mail Problem

Hi @Elizabeth2018 I'm afraid you will need to persevere with customer services.

It is O2's responsibility to ensure your item is delivered but if you do wish to cancel, you will have to speak to them about that too http://www.o2.co.uk/contactus

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 64: Magistrate
Posts: 13,031
Registered: ‎31-03-2010

Re: UK Mail Problem

@Elizabeth2018 UK Mail are a terrible mail service. There are hundreds of complaints about them if you search the forum, but it's O2's responsibility in the end to get the phone to you. We are all customers here, so you're just going to have to persevere with speaking to customer service. https://www.o2.co.uk/contactus


Community Manager
Posts: 6,225
Registered: ‎23-07-2014

Re: UK Mail Problem

Hi @Elizabeth2018, how are you getting on with this, did you get any updates or make any progress yet with your order since you last posted?

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Level 1: Joiner
Posts: 8
Registered: ‎14-07-2017

Re: UK Mail Problem

Good aren't they UK Mail part of the DHL family. Text says parcel on its way. Didn't turn up and when O2 contacted them it appears they lied to one of us. They really are crap. If they can't deliver communication is key people don't get p*ssed off if they know what's going on. I would have been a tad annoyed if I had taken time off work keep the complaints coming. They might begin to realise they are providing a service to us not the other way round. T*savers. I'd be embarrassed to work for, be a manager for or owner of UK Mail part of the DHL family