I recently upgraded my phone online to a iPhone xs (or so I thought). That evening after logging into my 02 account I find I have 2 separate telephone numbers my own and a new one. I then realised that I hadn't upgraded but set up new contract under the same account. I tried their online chat service which was of no use despite it being advertised as best point of contact.In fact the screen shots of online chat can only be described as comedy gold and provided much entertainment to colleagues and friends. I then telephoned and was advised after insisting I wanted to cancel all my contracts with o2 that I would be offered a deal, considering how helpful the person was I agreed. I was advided all I had to do is reject the delivery of the new phone with the courier as well as upgrade which would mean another phone would be sent out (the same make) which I would accept. This all meant I would have the new contract cancelled and have an upgraded phone on my current contract. (confused? I was) With o2 it isn't that simple the courier DHL advised me I can't reject a delivery and o2 does this all the time. I had to arrange redelivery through the post office at my own expense as their free delivery does not cover the phone if its lost. Lets be honest 02 track record strong possibility of something going wrong. So I was advised wrong I have emailed DHL asking for clarification it seems like 02 adviser give the wrong information. I have now telephoned to cancel my upgrade. As soon as both phones have been returned I will cancel any dealings with 02 after 11 years and shop around providers. I have also advised family and friends to do similar. I had a previous issue whereby I tried to pay of a device with 02 on the telephone only for my payment of approx 700 pound to go towards my airtime plan!!!!! Go figure why would I pay 700 pound in advance for airtime plan. That was just two of many dramas with o2. I may be small fries to them but every penny counts other providers are offering better deals and similar...