Order not arrived

[Ionut18]

Hi. I placed an order for a phone and sim, paid 500 upfront, 5min later received the confirmation e mail with order s details. The next day I got a call from them asking if I was able to finish and place the order, I said that I did, have them the order number, they said that everything was alright, even asked if I need any accessories. All good so far. Next day they called again, but I couldn t take the call as I was at work. I tried to call back later at the same phone number but no one answered the call. Neither that day nor the next one. The device should have arrived today, but it didn t. Has anyone else been in the same situation as me before? Any advices? Thank you

[MI5 · Accepted solution]

@Ionut18 

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

[MrDH]

Same problem with data dongle. Ordered online, set up DD and email received on 23/09/2023 with next day delivery due 25/09/2023. Dongle not received, checked tracking number which was supposed to be Royal Mail, the number does not exist. Called O2 and they could not track and claimed this was DHL and not next day and to wait 3 working days. Waited the 3 days called O2 again and told to chase Royal Mail who agreed that the tracking number is not theirs and also checked internationally and could not find it. Called O2 again and was told that the dongle is probably lost in post and would refund 1st month and would resend dongle with email to follow next day to confirm this. Next day no email. Called O2 again and now being told that the original dongle has not been returned. How can this be true if the tracking number does not exist. This is a complete status that O2 applied to the online order. I am still without the dongle and wanted to cancel the DD and was told by O2 this would affect my credit rating. The current status is that the matter has been escalated!!!!!