New phone

[Ashley108]

Trying to get a new phone sorted was told I had to call to confirm details sat on hold for nearly an hour and got cut off rang again to be on hold for an hour again eventually got through and got cut off again I give up I've paid a £30 upfront cost will this be refunded or do I have to sit on hold again for what seems like eternity 

[Schockwave]

Hello @Ashley108 ,

Welcome to the community,

If the wait seems a long time, hang up and try again later. You would still need to cancel getting the new phone and you would certainly get the refund, which can take up to 7-10 days once you cancelled the order.

[Peter_W]

Hey @Ashley108, thanks for stopping by!

I really appreciate your patience whilst trying to get in touch with our team.

Sometimes our specialist digital sales team will need to grab some extra details as part of an order, either for security or if there is any kind of mismatch in our system. 

I'd hate for this to be unclear though, so I'd definitely recommend giving them another try later like @Schockwave mentioned, and we should be able to clear up what exactly is happening.

Peter