topic Re: Calls keep automatically hanging up in Orders

Calls keep automatically hanging up

raveenaa23 — Sun, 17 Sep 2023 17:54:33 GMT

Hi, I'm trying to get through to the digital team as I have been told I need to confirm some details on my order of the iPhone 15 Pro Max, but every time I try to call them the line hangs up automatically! I've been trying consistently to get through since Friday evening. Any ideas on how to contact someone? There's not even any option for live chat anymore.

FRUSTRATED!!

Re: Calls keep automatically hanging up

89537k — Sun, 17 Sep 2023 18:49:12 GMT

I'm in the exact same boat. Ordered the 15 pro, told to phone in to confirm some details.

I managed to speak to someone yesterday, and friday, who told me the upgrade system was down and no one was able to upgrade. They said the order wasn't placed and stock wasn't allocated, and i'd need to keep phoning in to check when the system is back online and to get the order placed properly. Apparently it was something to do with the way the system figures out what phone you're trading in, etc.

I feel for the customer service reps, but this is a joke. New customers getting their phones but current ones suffering, it's been down since midday friday, so clearly no one in the technical team works over the weekend and as someone who works in IT, it's a total shambles.

Re: Calls keep automatically hanging up

Leanne_T — Mon, 18 Sep 2023 07:35:41 GMT

Morning @raveenaa23 @89537k

Thanks for coming to the community.

I'm sorry to hear there is a longer than usual to connect with our digital sales team.

It sounds like an additional security check is required to complete your order, please try calling us again when you get the chance and the team will be happy to help.

Leanne.

Re: Calls keep automatically hanging up

89537k — Mon, 18 Sep 2023 09:10:01 GMT

Or it sounds like the anytime upgrade system is down and has been since Friday like I keep getting told every time I phone in???

Re: Calls keep automatically hanging up

raveenaa23 — Mon, 18 Sep 2023 09:22:36 GMT

I am trying and have been since 8am and I keep getting disconnected just as someone answers the phone and then no-one calls me back??

Sent from my iPhone

Re: Calls keep automatically hanging up

Katie_B — Mon, 18 Sep 2023 11:13:25 GMT

Hello @raveenaa23.

Welcome to the community.

I am sorry to hear this is happening.

Have you tried calling from another device?

Are you able to make other calls OK?

Katie

Re: Calls keep automatically hanging up

Zak666UK — Mon, 18 Sep 2023 13:54:52 GMT

Same - been told to contact to confirm some details on anytime upgrade. Money taken out of the account but nobody answers the phone / get transferred to another team. Great service !