Help and Support

How to track your order

How to track your order

iPhone 7 and 7 Plus orders

As you may know by now, there's been a market-wide delay in receiving iPhone stock this year.

We realise the disappointment and annoyance this has caused for the customers who have not received their phone on launch day. We are working with Apple and are doing everything we can to improve the situation.

We have been in touch with our customers affected and will keep them updated when more stock arrives.

Keep checking back here for regular updates.

Update as of 10:00 06/10/2016 - We've continued to work with Apple and are pleased to say our stock situation for iPhone is improving. We will continue to complete our outstanding orders in the order in which they were placed.
Any customers who have not received their order as planned will have received a text to inform them of the latest status. We've been in touch with customers who were given a delivery date of 23, 26, 27 or 30 September, and will keep them updated when more stock arrives.

Update as of 10:00 27/09/2016 - We’ve continued to work with Apple and are pleased to say our stock situation for iPhone is improving. We will continue to complete our pre-orders in the order in which they were placed.

We are still in shortage of the following models:

  • iPhone 7 JET Black 256GB
  • iPhone 7 Plus Black 128GB
  • iPhone 7 Plus Black 256GB

Our customers that have pre-ordered these models are guaranteed to receive the very first phones that hit our warehouse.

We are sorry to say that even though our pre-order iPhones are being received, we still have a shortage from Apple on our back orders. Any customers who will not be receiving their back order as planned will receive a text today to inform them of the latest status. We’ve been in touch with customers who were given a delivery date of 16, 23, 26 or 27 September, and will keep them updated when more stock arrives.

Update as of 14:45 23/09/2016 - We've continued to work with Apple and are pleased to say our stock situation for iPhone is improving. We will continue to complete our pre-orders in the order in which they were placed.

We are still in shortage of the following models:

  • iPhone 7 JET Black 256GB
  • iPhone 7 Plus Black 128GB
  • iPhone 7 Plus Black 256GB

Our customers that have pre-ordered these models are guaranteed to receive the very first phones that hit our warehouse.

We are sorry to say that even though our pre-order iPhones are being received, we still have a shortage from Apple on our back orders. Any customers who will not be receiving their back order as planned will receive a text today to inform them of the latest status. We've been in touch with customers who were given a delivery date of 16 September or 23 September, and will keep them updated when more stock arrives.

Update as of 10:00 21/09/2016 - Good news. We've received more stock from Apple on selected iPhone 7 models. If your iPhone is coming into our warehouse you'll get a text today.

Currently there's still a shortage of the following models:

  • iPhone 7 JET Black 256GB
  • iPhone 7 Plus Black 128GB
  • iPhone 7 Plus Black 256GB

Our customers that have pre-ordered these models are guaranteed to receive the very first phones that hit our warehouse.

Affected customers remain our priority and we'll continue to work with Apple to get them their new iPhones as soon as possible.

Update as of 10:00 20/09/2016 - We're yet to receive detail on the delivery of the outstanding stock required to complete all our pre-orders. Affected customers remain our priority and we'll continue to work with Apple to get customers their new iPhones as soon as possible.

Update as of 17:10 16/09/2016 – Apple have released a statement regarding stock issues which you can view here on Fortune, an independent source: http://fortune.com/2016/09/15/initial-stock-of-apples-iphone-7-plus-has-sold-out

Update as of 17:10 16/09/2016 – The remaining outstanding pre-orders are being processed in the order they were placed. We're working hard to get everyone their phones as soon as we can.

New customers – device orders

If you've ordered a device from us, it'll be delivered by courier. Once you've received an email telling you your device has been dispatched, you can track the delivery online at My O2 on the My Orders page.

New customers – sim only

If you've ordered a sim only deal, your sim will be delivered by Royal Mail, 1st Class post. It'll usually be delivered the next day, but please allow 5 working days.

Existing Pay Monthly customers – device orders

If you're an existing Pay Monthly customer expecting a replacement, or have upgraded to a new device, you can track your order at My O2.

If you're not sure about any techy terms, check out our jargon buster

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