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Joining O2 - Orders

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Help with orders

Orders

We have lots of info to help you order. Or track the progress of your order through My O2. Read our popular questions below and then visit our online shop to see our offers

  • How do I track my order?

    New customers - device orders


    If you've ordered a device from us then this will be delivered to you by courier. We've sent you some emails to tell you about the progress of your order. Once you've got your email to tell you that your device has been dispatched, you can track the delivery online at My O2.


    You'll need the username and password that you created when you set up your account. Don't worry if you've forgotten these, we can send you a reminder here too.


    New customers - Sim Only order


    If you've ordered a sim only deal, our sims are delivered by Royal Mail, First Class Post. These will normally be delivered the next day, but please allow 2 - 3 working days for delivery.


    Existing Pay Monthly customers - device orders


    If you're an existing Pay Monthly customer and you're expecting a replacement or have upgraded to a new device, you can now track the progress of your order at My O2.


    Sign in with your username and password. If you've forgotten these, don't worry, we can send you a reminder here. Once you've signed in, go to My Orders and then follow the instructions.


  • I can't find the mobile I want to order

    We are sorry that you have been unable to find the mobile that you want. O2 are constantly updating the range of products that we are able to offer both online and offline. Please keep checking the online shop, or high street for new offers.
  • Paying a deposit when buying a mobile

    Some customers are asked to pay a deposit before the mobile is connected to the O2 network. This would usually be because of the credit rating given at the time of application for a Pay Monthly mobile.

    These deposits are held for 3 months and then returned providing your bills have been paid in full.
  • Payment methods we accept online

    If you are purchasing a product from the O2 website you can use all major credit/debit cards except Diners and Electron.
  • Placing an order

    In order to buy any of our O2 products please try one of the following:

     

    • Click on the 'O2 Shop' link below and purchase online

    • For a Pay Monthly mobile call our dedicated sales line on 08442 020202

    • For a Pay & Go mobile please call 0844 809 0222

    • Visit your local O2 store - click on the 'Store Locator' link below for details of your nearest O2 Shop
  • Purchasing an additional mobile for my account

    If you would like to add another mobile to your account please call or email us and be sure to include the following information:

     

    • Alternative contact number

    • Preferred upgrade mobile
  • I'm having problems using the online shop

    I cannot find the right mobile/tariff

    We are constantly changing the choice of products. Please keep checking the online shop, or high street for new offers.


    My payment was declined

    O2 assesses applications for credit by taking into account your personal circumstances to establish the level of credit to grant you. Applications are assessed using a process called credit scoring. This works by allocating points for each piece of relevant information supplied to us by yourself and Equifax.

    Equifax provides information which relates to your identity, your address and your credit history. The points are added together to produce an overall score. This score must reach a certain level in order for O2 to agree your application for service.

    Credit scoring produces consistant decisions and is designed to ensure all applicants are treated fairly. In addition to this we may apply policy rules to determine whether an application is fully acceptable. These rules reflect our commercial experience and requirements.


    I could not print out my order accepted confirmation

    If you need to confirm details of your order please click on the 'Call Us' or 'Email Us' link below and be sure to include the following information:
    • Order description

    • Date and time of order

    • Order number

    • Username

    • Alternative contact number
  • I can't view the online shop

    You may be experiencing problems viewing our online shop for a number of reasons. Here are some of the most common error messages:
    • Error 500 - The site you are trying to connect to is offline. Please check your internet connections.

    • Page not found - The site may be temporarily unavailable, try again later

    • 404cl - Server error code - There may be congestion on the local cell site/transmitter. Try to connect again later.

    • Unknown URL - The site you are trying to access may be down or the address entered incorrectly. Check the URL you are using is www.o2.co.uk/shop
    You may also need to try the following to resolve Internet connection problems:


    Clear your cache

    It may be for some reason, that your computer has stored a corrupt or old page in your temporary internet files that is not allowing you to view a page.
    To resolve this you need to clear all your temporary internet files, by clicking on Tools > Internet Options > Temporary Internet Files > Delete Files.


    Change your connection

    Your Service Provider may be experiencing technical problems that are not allowing you to view the O2 website. Try connecting to the Internet using a different Internet connection or from another computer, possibly at work, a library or an internet cafe.


    Check your security settings

    When using the O2 Shop your personal information is protected using 128-bit encryption. Encryption is a way of encoding information so that it cannot be read as it travels across the Internet.

    In order to check whether you already have this level of encryption:
    1. Connect to the Internet, using your preferred ISP

    2. Click on the 'Help' menu, and select 'About Internet Explorer'. This will launch a small window that will contain the Version of Internet Explorer you are using, the Cipher Strength, and the Product ID.

    3. The Cipher Strength should read 128-bit
    If you are still having problems please click on the 'Call Us' or 'Email Us' link below and be sure to include the following information:
    • Error message given or problem encountered

    • Page you were trying to display

    • Time & date of error message
  • I'm having problems with my online shop/account security code

    Your shop security code is created when either registering on the O2 website, or when you purchase an online order from us.

    You can change this code at any time, within your personal details section.

    If you have forgotten your security code we can reset this for you. Please click on the 'Call Us’ or 'Email Us' link below and provide a brief description of your query.
  • I've failed the credit check

    If you place an order for a Pay Monthly mobile, O2 will use a Credit Reference Agency (in this case Equifax) to obtain information relating to your address, identity and personal credit history. The information returned to O2 is assessed using a process called 'Credit Scoring.'

     

    Credit scoring is a system where all the information provided by Equifax is scored against a set criteria, and your order will be accepted provided the total score is above our minimum threshold.

    Due to the credit scoring process, if your order is declined because of a failed credit check, it is unlikely you have failed for any one reason. However, if any of the following apply to you it is likely that your application will fail automatically:

     

    • Poor credit history at your address

    • Not registered on the electoral role for your address

    • Poor payment record on other credit agreements

    • County Court Judgements

     

    Click here for advice on obtaining and correcting your credit file.

     

  • How do I cancel, return or exchange my order?

    If you're not happy with your purchase you can return it within 7 working days. However, we are unable to accept any return or request for a replacement after 7 working days from your date of purchase should you be unhappy with your choice of purchase.

    Please read the information below and follow the instructions depending on where you purchased your mobile from.


    Purchased from a store...

    You should return your mobile to your point of sale with your proof of purchase.


    Purchased via telesales or online...

    Please ring our returns team and they shall advise you on what to do next on:

    Pay Monthly returns – 0844 809 0222

    Pay & Go returns - 0844 809 0202

    Please have the following information ready when you call:

    • Order number
    • Full name
    • Full address


  • How do I track my repair online?

    Go to www.o2.co.uk/repairs and enter your postcode along with the unique reference number that you received when arranging the repair. If you don’t have your reference number you can get it from the following places,

    If you booked your repair in-store – the reference number will be printed as ‘Repair No’ on your receipt or you can obtain it directly from that store

    If you booked your repair through Customer Service – the reference number will have been given to you when you booked your repair in. Don’t worry if you don’t have it as you can call Customer Service to hear it again

    Once logged in you’ll be able to see the current status of the repair and further details on its return.

    We aim to repair your handset within 48 hours of receiving it into our dedicated Repair Centre. There are some exceptions to this timescale however,

    - sometimes we need to order the replacement parts to fix your phone, this could take up to 5 days
    - if we require payment for the repair, the quote is valid for 30 days. If no response to the quote is received, the unit will be returned unrepaired.

    Platinum customers – If you booked your repair via your Platinum Account Manager go to www.repairbooking.com/O2/TrackRepair and enter your last name along with your job reference number that you received when arranging the repair. Don’t worry if you don’t have your reference number you can contact your Account Manager to hear it again.

    If you booked your repair in store visit www.o2.co.uk/repairs and enter your postcode along with the unique reference number that you received when arranging the repair. The reference number will be printed as ‘Repair No’ on your receipt or you can obtain it directly from that store.

    Once logged on you will be able to see the current status of your repair and further details on its return.