Upgrade Issues

[TraceyB1]

Anybody else having upgrade issues ..?

I upgraded my contract on Tuesday and everything went through fine. All pre contract documents received and email confirmation of my order and delivery date for the next day. However no phone arrived on the delivery date. After numerous calls to the sales team and customer services nobody could give me a reason why my order was stuck at the processing stage. The following morning I checked my o2 and noticed that my order had been cancelled...no explanation...no text...no email...no call..!

I phoned o2 and re ordered my new phone. After going through the whole process again my second order is again stuck at the processing stage. Nobody at o2 can give me any answers and have advised that the technical team have 7 days to respond to the issue and I just have to wait.!

I have been with o2 for many years and have never received such poor service.!

[Oxonian]

@TraceyB1 

There have been a few posts on here about orders sticking at the processing stage. 

You could consider making a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

This issue will probably be resolved before your complaint is dealt with, but at least your complaint will let O2 know how they are inconveniencing loyal customers   

[MI5]

@TraceyB1 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

[TraceyB1]

Thank you for your response @Oxonian 

I have sent an email today to the complaint review service detailing my issues. 

Do you know if anyone else on here experiencing the same issue has had their issue resolved.? I'm curious to know if I am wasting my time waiting for O2 to sort out this upgrade issue.

[TraceyB1]

@MI5 

I have made several calls to both the customer service department and sales. Neither department could give me any answers. They all said they have never come across this issue before and I just have to wait until the technical team have responded which can take up to 5 days.!

[MI5]

There has been quite a few technical issues of late @TraceyB1 

Let's hope they get to the bottom of them soon.

[Oxonian]

@TraceyB1 

Not sure about that one. I think that one or two folks have had it resolved but although we always ask for feedback, most posters don't report the outcome. So we don't know if they have moved to another network provider or if their issue was sorted.

I agree that there's not much point in you contacting sales until after the weekend. 

Have you considered buying your upgraded hardware direct from the manufacturer - Samsung, Apple or whoever - and going SIM only with O2. I always buy direct for a hassle-free experience. There are some good trade-in offers available from the likes of Samsung currently !

Please keep us updated on developments.      

[TraceyB1]

Just a quick update.....

I have now had my second order cancelled by O2. No explanation...nothing..!

[Oxonian]

@TraceyB1 

Ouch, that's not good. 

I note that you have contacted complaints, but have you tried Resolver ? they are mentioned on here :- 

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

They have a reputation for facilitating satisfactory outcomes. 

[Enlli]

---

@TraceyB1 wrote:

Just a quick update.....

I have now had my second order cancelled by O2. No explanation...nothing..!

---

Then go. Don't waste your time with O2. You can see their standards and they are not getting any better.