topic Re: Cancelled orders in Orders

Cancelled orders

Sarahbrown1710 — Wed, 25 Jun 2025 08:36:39 GMT

I have tried to upgrade my phone 3 times since February. I get a confirmation of the order, all documents signed etc and then nothing turns up. When I go back on the app and check my order status it says it's timed out.

My app also is telling me to 'upgrade now' like it doesn't recognise that I have upgraded.

I tried to call but can never get through and the line cuts off after about 20 minutes!

I upgraded to a SIM only plan and that worked fine but each time I try and get a new phone it confirms the order and then nothing?

Help!

Re: Cancelled orders

Ali_A — Wed, 25 Jun 2025 11:58:30 GMT

Hi @Sarahbrown1710

It certainly doesn't seem normal for your upgrade order to be cancelled 3 times. Have you checked your email Junk/Spam for any messages letting you know order cancelled and the reason why?

There should be no reason why you're unable to call the upgrades team. I'd recommend giving them another call on 150 from your handset who can manually place the order for you. They are usually quieter during late mornings.

Alternatively, select the options for general queries and a guide will be able to check the order number and find the glitch causing the order process to fail.

Ali

Re: Cancelled orders

joffer27 — Tue, 01 Jul 2025 16:17:56 GMT

I've had the same issue? No explanation

Re: Cancelled orders

Ali_A — Wed, 02 Jul 2025 10:07:37 GMT

Hi @joffer27

You should have received an email giving the reason why order was cancelled. It may be worth checking your junk/spam folder for the email

If it doesn't show, please give our Customer Service team a call where a guide can check the order details for you.

Ali