Help - Passports renewal application stuck at Durham Passport Office and we are traveling this Friday

[wujo]

hi all,

I am desperate!!!

Passports sent via PO Check and Send on the 2nd July.
Called the IPS 0300 number over 60 times today - got through a dozen times.
Cant escalate - can't get transferred to Durham.
Cant talk to anyone.

I am crying and feeling sick as it will ruined the holidays for my twin girls, my son, my husband and my mum.

Can someone help or know someone from the Durham office help us!? We prepare to drive up from Bristol tomorrow to pick them up if need be :(

Help!!!

Hi tiredemma
Once I'd got through to the upgrade team they put your application to the top, check ok, then phone you back charge you £60 and courier out next day or you could pick it up. My due to arrive today I'll keep you posted. Good luck.

Hi LargeGlass of Red, My D's passport was printed on the Friday in Durham and given tracking number form Steve at Durham on Sat, infact he had to find it and rang me back 10 mins later which I put in on DX website on line and said would be delivered on the Monday and yes was delivered late Mon afternoon.I would ring just so you can relax. They really are very nice.

TIREDEMMA the priority team will call you back sooner or later depending on travel date, my application was put to them last thurs but didn't get my call back till tue as I don't travel until 13th I think at moment they are calling people within 5 days of travel, they would also call you if there were a problem with your application to advise you they would not be able to upgrade therefore given you a chance to get it corrected, it can all be done and dusted in 24hr so I'm sure you will be fine

Hi becias1234, I just googled MP's in my area and sent an email, nothing too sob story like but he was SO helpful. We have now been told the passport has been upgraded and we can collect tomorrow in Peerborough. We go on holiday on Saturday so it's been a very, very close shave!!
Good Luck to you x

I am now on the phone to the 0300 number for the first time as I am get jittery...........wish me luck :(

Been told I have to ring back on Tuesday as that will be three weeks from when they recieved it. It is "waiting to be examined"

On Tuesday, we will have 10 days until we travel

Does that sound like enough time going off other peoples experiences?

Am feeling puky nervy now :(

catgirl2012 I would phone on Tuesday and immediately ask for an upgrade - it will cost you £60 a real rip off but worth it.

Thanks kab

I mentioned the upgrade to the man on the 0300 number and he said he was not aware of it which was worrying......

Hopefully on Tuesday I will get someone who does know about it. If not will try the direct numbers

Will come back and update

Anyone got theirs? I like the happy ending stories - they give me hope and make me smile! :)

I wouldn't worry to much what the 0300 number tell you they havent got a clue. When you do speak to someone direct they are so helpful, i have just had a call back as i emailed them (through home office website) yesterday they have just sent a letter this morning to my second counter signatory but told me i can get them to fax it back to them. The 0300 number told me i can't do that so i'm not even bothering with them any more. Once they receive confirmation from countersignatory i am going to contact them again and try to get an upgrade don't care how much it costs it's got to be cheaper than losing all that holiday money. Good Luck again all and i love hearing happy endings too :D

Catgirl you will be fine, 10 days is plenty, once you have got past the 3 weeks you can ring Durham or wherever direct and get your upgrade. Once I had paid for my upgrade I had the passport within 24hrs which was on Tuesday and we fly on Saturday! Happy Days! Good luck to everyone still waiting...

Just wanted to let people know that if you need a counter signatory for your childs passport, they are checking them alot more now so just make sure that they will be available to respond x

When I sent the application I thought 2 months was more than enough to renew his passport as we travel on 21 Aug. I'm so stress right now.

My son renewal Application was sent via Post office on 25 June and received on 26 June.
After 3 weeks rang 0300 they siad under examination nothing to worry about call back next week. One week later call back same answer so I requested to speak to other department that could give me more answers . I've been tried countless calls to the progres Department. After I spoke to her she just said nothing they can do I need to contact Durham and I was put on the waiting list to call back.
I got the Durham number from Jul3kids , rang them and managed to speak to adviser she said the office have sent out letters on 12 Jul and 01 Aug to my countersignature to confirm the address detail. My friend who is the police officer has never received anything (he used the police station address). The letter has sent out again on Mon 6.

Today he texted me that he has not received their letter yet.

For the worst case, We plan to go up to Durham from London to submit again his application with another person (our MP) to countersign.
Such a stressful thing.
Any advices. Many thanks

How much to you think they've made by charging all these £60 upgrade fees?

4477 contact Durham direct again and ask if they can fax a letter to them and then get it faxed back. They send the letter out second class which can take for ever :(

Thanks Lulu

Great to hear you got yours - have a wonderful holiday!

@stargirl40 I've already asked it's no for an answer as they need to confirm his address.
I just called again today to let them know that the letter not here yet and also asked another solution by submitting another countersignature he said the same procedure will apply which means they need to contact that person again even I said the second one will be our local MP.

4477 I was at Durham yesterday collecting my passport and the guy next to me said he was awaiting his countersigned to fax the infor they had asked for , so faxing is possible, if you are coming up be prepared as you can imagine the place was manic

4477 is it the 0845 number you are ringing or 0300?

Catgirl, think you will be fine. From my experience they do nothing with it until they have had it three weeks, then they turn it round within 24 hours. Tues 7th was the three week mark for my Dd's passport. I rang Durham on Tues and they advised it has been printed that day and it arrived yesterday. Don't bother with the 0300 number, they are useless.

@Jul3kids thanks for your reply I was also told that only faxing back is ok but receiving from IPS office. I might need to bother you again about the direction if my husband has to go up there.
@stargirl40 I called 0845 the Durham office.

I means not receiving from the office.

I spoke to the durham office today and they have sent the letter to my second counter signatory this morning which I know wont get there until next week some time, but they said if i ring them tomorrow with a fax number for her they will fax it to her then she can fax back, so many mixed messages given. We had 7 weeks to renew sons thought it was plenty of time now have just over 2 weeks

@stargirl40 thanks for your info. We are in the same boat. I will try again tomorrow.
My case was worse as she asked my counter signatory to call her about this matter if not she would not send out another letter.
Like you said different officer different messages.

Hi I want to ask if u guys were able to upgrade you application over the phone, as I've been told that the only way I can to it is if I want to receive my passport before 24th is withdraw my application collect my documents from Peterborough and then arrange an appointment in one of the offices which are nearest to my house. Great I would do that way but the problem is when I rang appointment line this morning they've told me that they do not have any available appointments until 21st unless I want to travel to Glasgow or Belfast.

4477 when are you travelling?