Contract Renewal

[Charlie17]

Hello.

I recently, on January 4th I paid off my device plan in order to upgrade onto a new contract and get a different phone.

The collection date was 6th January, however it wasn't available to collect in store. The store was in the lion yard in cambridge. Since they hadn't received a delivery on that day. So I went in on the Monday 8th of January in the evening and was able to pick the phone up, it had my name on it and was the correct phone I ordered, which was the Samsung galaxy s23 128gb 5G. However after receiving my order it didn't seem to show up as an active new contract on my O2 account and only showed my previous remaining airtime part of my contract.

According to the track my order section on the O2 app my order: NC29540724 is in processing and my click and collect is still in transit. I've gone back in store to figure out the situation and was told they could only raise my case and investigate the situation and I wait for a phone call. I have now waited a week twice for that last two weeks and recieved no calls, on the 22nd January I went in and was told to call a helpline number and that was also not helpful and I was told to ultimately wait for my order to process, however I don't think this situation will be resolved if I already have the phone.

The reason I want to figure out this situation is because I want to start my new contract and use the cooling off period in order to change phones. 

So any help to actually figure out what's going on would help please.

Charlie

[madasaf1sh]

@Charlie17 

I would speak to the Sales Team on 0808 002 0202 and they can advise, it could be the phone is out of stock...

So you have ordered a phone to then change it to another phone?? why not just ask the Sales team to cancel the order placed and then just order the phone you want....

[MI5]

@Charlie17 

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

Guide: How to find help & contact O2 

[Oxonian]

@madasaf1sh 

But @Charlie17 has the 'phone :-

"....in the evening and was able to pick the phone up....."

[Charlie17]

I do but I want to change it to another phone as part of the cooling down period, however since the system hasn't acknowledged my order has been delivered and completed, I can't do that. Since I have the phone it should've updated on the system. Furthermore being the reason why I've posted on here because the store and person I called didn't help me.

[Charlie17]

Hello. 

I can certainly do that. Well I ordered a click and collect order, the date to collect was the 6th, it wasn't in on that day, bit on the 8th I eventually picked it up and it was the correct order, however it just hasn't shown up and completed, and I originally wanted the pixel 8 but didn't think I could afford it. But I was looking at the wrong pixel, being the pixel pro, which was the unnafordable option. 

[MI5]

@Charlie17 

This is a customer to customer community, not O2, so we cannot access your account, sorry.
You need to contact O2.