O2 Switch up online

[GemCla]

Hi,

I completed an O2 switch up order online, to collect the order later that day at a local shop. When attending the shop, the device was not in stock - despite the web shop saying it was (I chose a particular colour and storage to ensure it was in stock). They advised cancelling the order online and replacing it either in another shop or to collect from another shop. In the evening of that day I cancelled the order with someone on chat and they advised I can now go to a store that has the device in stock and complete the switch up in person. The following day I called another store, who had the device in stock, and went in the evening to complete the switch up. However, they advised that the order is not fully cancelled and I would need to wait till that is done before I could switch up. Travelled to 2 different O2 shops, still no O2 switch up - which is ridiculous considering this is off the back of incorrect information provided by advisors. I am paying for a plus tariff for the switch up option but unable to use it.
Does anyone know how long it will take for the order to fully cancel?
If it helps for the advice, there is 2 order numbers from the original switch up attempt in my orders screen on the account, then there is the same 2 numbers again with Rev 1 and Rev 2 after them.

Thanks, Gemma

[MI5]

@GemCla 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[madasaf1sh]

@GemCla 

You always have to wait for the text to be received before collecting, as between you ordering and going to collect it may have been sold in store

Usually it cancels within 24 hrs but it can take longer.. your best bet is to call o2 on 0800 081 0255 and speak to the sales guys

[GemCla]

Yes, I will give them another call. However, I often come off the the call less informed than I went on the call.
On the app it did say ready to be collected at store. 
When I was at the shop, they said they have not had one for weeks and not had a delivery for 2 weeks.

[Enlli]

Problem is that O2 don't have a live stock systems so they can never actually be certain the model and type you want is still in store