Who can help me?

[tommytucka]

Hi there everyone, I am attempting to cancel my iphone 7 upgrade but it seems nobody is taking notice of me, the handset upfront cost is showing on my account even thought i am yet to recieve it, and the tracking number is still showing an order, I have phoned numerous times and each time im told its cancelled, but all the information ive seen online is saying the opposite, can anyone help me?

[kids]

Once an order has been placed then unless it is cancelled within the first hour you will have to wait until the phone is delivered and you can then cancel it and return the phone.

As for the cost showing on your account, this is something that you need to contact Live Chat or call 191 about.

I have not seen any official announcement as what will happen in these circumstances but I assume that there is a set procedure in place.

[jfsebastien]

I was told that they won't remove the cost of the handset from your bill even if you haven't recieved it yet. 

[BandOfBrothers]

Hi @tommytucka

If the phone is on pre order, back order or on delay then you can cancel the upgrade. The frontline agent can't do this so ask for the cancellation department via 191. 

If the phone was in stock then after approximately the first hour has elapsed a person has to wait for the handset to be delivered. 

[Shakini]

That's useful Lee - thanks. 

So based on my handset being on back order, I could source an iPhone from elsewhere and cancel my upgrade (and ultimately the contract) if my patience runs out. 

[tommytucka]

After spending a while on the phone to 191 I managed to cancel my upgrade,give my 30 day notice, and get the amount removed for the upfront cost! Previously only spoken to foreign people who basically all lied to me, the people I spoke with today were English and I've had texts confirming everything that was agreed