My Phone Order

[Montyyy]

So i ordered a phone at around 8am on Wednesday, been waiting all wednesday and most of thursday for some sort of corespondence regarding my order, heard nothing so i called in and get advised that it's been passed through to a referral team, the customer service person advised me they would be in contact with me within 48 hours of my order date, it's now been 48 hours and i'm not sure what to do at this point, i'm currently on hold with o2 and awaiting response from them, if i go into store and make this order would it be the same 2-3 days im waiting to hear for nothing or would it be instant ? Also since i ordered on wednesday, can it possibly be delivered over the weekend or am i stuck until tuesday waiting on this.

[Cleoriff · Accepted solution]

Hi @Montyyy 

You need to call customer service.

Call 202 from your mobile or 0344 809 0202

If you have no access to a phone then use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Montyyy]

Just spoke to them again and they have advised me exactly the same as yesterday, they will call me back later which wasn't done yesterday, what would my best option be from here since i do really need the phone, my current phones screen is pretty much hanging off

[Cleoriff]

@Montyyy  Do NOT rely on O2 to call you back as they rarely do, if ever. Leave it for another 30 mins and call again. Just remember, until you receive this phone, it's O2's responsibility.

[madasaf1sh]

It can take upto 7 working days for the referral team to run checks and accept you if your are indeed accepted. Bare in mind this is not guaranteed that you will be accepted for a contract with o2.

[wintons]

@madasaf1sh I have a similar issue, I got an mail with all the legal documents regarding the contract and an order confirmation saying they will process as quick as they can. does that mean I haven't been accepted? they said I would receive the phone today both times I called but ive not even had a dispatch email yet?

[madasaf1sh]

@wintons 

If you got all the legal documents then 99.9999% of the time its all go. 

However their is a lot of strain on the DHL network at the moment thanks to the pingdemic and drivers self isolating etc, but you should hopefully get the phone...

[wintons]

Thank you! do you have any idea when ill get the dispatch email? is it definitely next day delivery?