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Hello,



I ordered a new My-Handy and SIM package (Galaxy S9 Blue + o2 Free M) online, to be delivered to my residence.



The SIM card arrived via post, but because my name is not yet on the doorbell, the mobile phone was not delivered and was returned to o2 after the first attempt.



I called in to the o2 service line and asked to have the order shipped again. The representative submitted the order again and I received a confirmation, but shortly after this I received an automatic email saying my order could not be processed and was cancelled. The My-Handy order has now disappeared from my account, although I have already paid some initial costs to order the phone.



Appreciate any advice on how to have the phone shipped again, or if I can pick up directly at an o2 store.



Moin Moin,



i think you have activate the fraud dection... 



To have not the name on your name plate is not a good idea!



The pace will returned ad "unknown receiver" at this address. Would you send a phone to an unknown receiver that is worth about 400€?



We could ask @o2_Jelena‌ if she has any solutions for this problem.



Sure, it's a brand new residence that I've just moved into and although my name is on the mailbox, the landlord had not yet put it on the doorbell. Obviously I have now put the name on the name plate.



Understandable why it would not be delivered the first time, but I need a way to have my order redelivered, since I already paid for it.



@o2_Jelena‌ look forward to your advice.



Hi @overtb,



first of all, welcome to our community ☺️



The order was send back, because the receiver couldn't be found. The order will be cancelled automatically and you will get the first installment back. At this point there are no additionally orders possible, as you mentioned. Let me check with my colleagues, if i can make a new order for you. I will get back to you, as soon as i got feedback 😉



Kind regards, Jelena



Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones



Thank you, Jelena! Appreciate your assistance.



Since it now appears my SIM has been unbundled from the mobile phone order, it would be great to either have the phone included again under the same offer, or to buy in-person at a store.



If it is possible to have the mobile phone ordered again, let me know how I can provide updated address details to make sure it arrives safely.



Thank you,



Benjamin



Since it now appears my SIM has been unbundled from the mobile phone order, it would be great to either have the phone included again under the same offer







That's the plan 😉



Kind regards, Jelena



Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones



Hi @overtb,



you got a private message from me✅



Kind regards, Jelena



Jetzt endlos surfen mit dem o2 Free! | Lesenswerte Tipps, Apps und mehr | Teste neue Smartphones



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