Hi, I’ve been trying to get this resolved since 29/11/2024 and it’s still ongoing. I entered into a handset + airtime contract, paid the upfront cost, but the handset was never supplied – only a phone cover was delivered.

I’ve raised this multiple times, including through the Ombudsman, but the issue hasn’t been fixed. This has now been dragging on for 9 months, which is completely unacceptable.

Under the Consumer Rights Act 2015, I am entitled to receive the goods as described and agreed under the contract. By failing to supply the handset, this contract has not been fulfilled.

I need this resolved urgently – either supply the handset as agreed under the contract, or confirm how you are going to put this right.