On Monday may 9th 2016 I tried to upgrade with Carphone warehouse to a sony Z5 compact they said it would arrive on Tuesday 10th it never did. I received the texts below on 10th of my 7.54 and 7.56 from o2 upgrading my tariff. I NEVER GOT THIS PHONE OR A 4G SIM . On weds 11th I got this email from DPD saying they couldn’t deliver the hand set (see below)…. In the meantime o2 knocked off my emails etc. on my blackberry which lasted 3 days…o2 insisted I had the handset but promised a £10 credit for the hassle. This never arrived meanwhile I have made hours of calls to o2 and Carphone without success including an 1 hour 22 min online chat today. I am pushed between the two companies Carphone warehouse see my order was cancelled or deleted and the handset originally allocated to me didn’t leave their warehouse. They thought it unusual that O2 would implement a new tariff without a handset being issued. Eventually last week a Kelly Denton from Carphone warehouse spoke to O2 and enquired as to the IMMEI of the sony hand set I am supposed to have. The number is 354282071256883 this product was sold to a totally different person who activated it etc. and it has been allocated to my account. My phone is a blackberry bold IMMe********6006 So now we have a situation where I am paying for a 4 g service that I don’t have a phone for. O2 are accusing me of not returning a handset that I never had…why can’t you just check with DPD that it was never delivered???? I would like to eventually upgrade with o2 but the system says I cant for 2 years. Meanwhile I am paying for a service that I cant use but someone else is. I feel like crying with frustration as no one can help. The stock answer from O2 is Carphone warehouse needs to put the handset as returned. CPW say the whole order was cancelled and deleted the handset was never delivered…. They cant understand why 02 would put me on a tariff change when no upgrade had been issued. This is a MASSIVE software issue and I am in the middle of it all. Just confirm to 02 that I never received the handset and compensate me for the aggravation and confirm it is all done. O2 sent the following on May10th 2016 “O2 UK: Great news, your 4G service is ready. Just a few final steps before you get started: make sure your 4G sim is in your 4G phone. Switch your phone off then back on again. When you're in a 4G area, you'll see the 4G symbol on your phone screen. Enjoy your 4G experience on O2. O2: Good news, we've completed your tariff change to O2 Unlimited 24M 3GB.” Carphone ref 15501690590280 Dpp ref 356834550 I am pushed between the two companies with call centres in S Africa, India and sometimes in the UK. I now have a larger invoice from O2 without the £10 compensation they promised three people at CPW promised me an update but they NEVER call me back. The disconnection team at CPW want the new sim number. I have asked where am I supposed to find that as I the phone I ordered never came with the new 4g sim. Please help I have phoned 26.5 hours on the phone logged complaints with both companies spoken to the ombudsman. I just get the answer wait 3-5 days so sorry its a glitch.. I just want my old tariff back at O2 and acknowledgement that the new upgraded phone never arrived to me as DPP agree and just because CPW moved warehouses that weekend I must suffer. Because an upgrade has been registered I cannot leave or upgrade anywhere else. I welcome any help in advance.