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.!

[Zog]

I know this is kind of an old thread now, but we're you able to upgrade with O2 in the end? 

I'm having the same issue. I placed my order on the 29th Apr, with a delivery date of the 30th & haven't had my device yet. I contacted O2 on the 3rd may to be told it would be with me soon. Contacted them again on the 9th, that person escalated the issue (don't know who to!), which could take 5 - 10 working days. Tomorrow is day 10 so I contacted them again yesterday, that person tried to cancel the order & I guess contract, but got an error that the contract couldn't be cancelled as it wasn't active, or something. So heavens knows what I'm meant to do now!

They did give me a good will gesture of £10 off my bill, which is nice, but I just want my phone. The issue I have is that I ordered it while it was on offer & the same tariff is now £8 more expensive a month. I have a horrible feeling they won't honour the original monthly price!

[Oxonian]

@Zog 

Welcome to the O2 customer community. 

If you are asking that question of @TraceyB1, you will need to tag her thus. However, as the thread dates from last year, I have no idea if you will get a response. 

You have probably realised that this is a customer to customer community with no direct O2 involvement. I suggest that you contact the sales team as they will be able to help with your problem. It will probably be best to message them on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team might take a couple of days to engage with you, particularly as it is a Bank Holiday weekend - please send them an occasional reminder so that they know that you are still waiting. 

Other ways to contact O2 are in :-

Guide: How to find help & contact O2 

If you do not use social media, this might help :-

Guide: A Guide to Skype