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Original poster

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

999 replies

wujo · 18/07/2012 22:22

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!!!

OP posts:
LittleFriendSusan · 04/08/2012 08:36

bobblehat Peterborough are open today, don't wait till Monday! Will send you pm in a sec

Jul3kids · 04/08/2012 08:37

Yeah me too , you got to feel like your doing something it's the waiting that's killing me when it 3 days that's feeling
like a lifetime

4477 · 04/08/2012 09:16

Is the Durham office working today ? Already tried to call the number above which was ringing but no one picked up.
I also tried the help line more than 5 times since 9 am. The lines were cut off while they were on hold.
No luck for me at all !!!

Jul3kids · 04/08/2012 09:18

I have just spoke to Durham office unfortunately for me priority team don't work today

4477 · 04/08/2012 09:20

Jul3kids could you please pm me the Durham number. Many thanks

stargirl40 · 04/08/2012 09:23

Called 0300 number after hanging on got cut off rang back on hold for ages then message to say they are closed and to leave name and number. Thought they were open from 9 on Saturdays grrrrrrrr

Jul3kids · 04/08/2012 09:26

4477 check your pm

Jowhosreallystressed · 04/08/2012 09:40

got my old passport back this morning but want my new one now!!!! does anyone know how soon after the new one comes? need it for monday HELP!!!!!!!

sarah83872 · 04/08/2012 09:43

Hi any chance of the Peterborough number - going away next week - waiting on 2 passports and just cant get through to anyone or get them to call me back as promised so I can upgrade. help !!

stargirl40 · 04/08/2012 09:55

Jowhosreallystressed when I was waiting for my daughters passport her old one came in the post in the morning then her new one was delivered the same day maybe you should try to contact the courier who is delivering good luck x

Jowhosreallystressed · 04/08/2012 10:13

stargirl40 thank you, can't get through to the courier on a weekend so will just have to hope i can track it down on monday and even pick it up!!! have spoken to someone at durham who was really helpful but have since had a call from someone on the call back service who told me it was still waiting to be examined!!!!

needu · 04/08/2012 10:22

Hi
I'am waiting for a passport aswell-holiday is Thursday eek.
My stress levels are rocketing so I totally relate. Here's some stuff I know, hope it helps......
The durham direct line is open today, i'v just spoken to them. (Before I did eventually get through I got the "offices are closed" message then a "lines are out or order" message). So keep trying because IPS helpline rarely get through to Durham.
A friend told me that her old passport arrived., then in the very next post her new passport arrived-hope Jowhosreallystressed gets that passport in time!!!
Sorry don't know Peterborough number.
Going to email my MP........this is a nightmare. Good luck everyone.

stargirl40 · 04/08/2012 10:39

Is the Durham direct number the 0845 one as I haven't tried that yet? I just need to find out if I have to get another counter signer as the one they have contacted (just my luck) has gone on holiday herself :(

needu · 04/08/2012 10:48

yes it is the 0845 number, they are open today, good luck !!!

Jowhosreallystressed · 04/08/2012 10:48

yes 0845 is the direct number

sarah83872 · 04/08/2012 11:17

Please can I have the 0845 number to try, sat in tears, IPS helpline will try to put you through once only

weblette · 04/08/2012 11:18

Phew, passport arrived this morning. Thanks for the advice on here, good luck to everyone waiting.

4477 · 04/08/2012 11:29

sarah83872 check your pm. Got the number from Jul3kids.
Many thanks for her help.

verybusybear · 04/08/2012 11:46

Oh no! Wasn't too panicky until I read this thread. Dh renewal and ds first passport were sent by check and send on 13 July. I can't phone for my husband but I was told on Wednesday that they hadn't received my sons until 17th so I shouldn't expect it back until tue 7th at the earliest and nothing had been done with it anyway.
They advised me to call back next friday by which point it will have been 4 weeks since I sent it and at that point only 2 weeks until out holiday.

Given the problems everyone seems to be having I'm going to get back on the case on Monday. But at the mo I've no idea which passport office they are in.

Would any of you kind ladies mind pm ing me with any numbers that you have so when I find out which office they are at I can start phoning and nagging for an upgrade.

Thanks x.

And good luck to everyone.

stargirl40 · 04/08/2012 11:48

Got through using direct number was on hold forever though, Nice lady was very helpful i have to fill out a whole new form and send another picture with a different person to countersign (if i can find one who is not on holiday themselves), then she gave me the address to send to Durham direct. I am still in a panic even though I have 3 weeks until holiday but she seemed to think i have plenty of time, thanks to every one for your help would be still waiting call back if i didn't join this site. Good luck every one x

sarazack · 04/08/2012 12:38

sent on 9th july by post office check and send and received at durham 11th july. have been told this morning when rang the ips helpline that it is 'awaiting examination' they put me through to the progress department who said durham office 'may or may not' decide to contact the countersignatory within a few days if they do they will send a letter to them then wait for their response then process it. Advised we travel 14th aug.
They said they have contacted Durham by email (they typed it whilst I was on the phone) to request the application is upgraded and durham will call me back within 48 hours. Not looking hopeful i feel! Any advice or knowledge on this situation? What a nightmare! x

stargirl40 · 04/08/2012 12:47

I think you should be fine sarazack even if they contact the counter signer as long as they send it straight back, they contacted my counter signer but she is on holiday :( so i have just had to re fill a whole new form with another counter signer and send that off so hope mine wont be too long now x

Jul3kids · 04/08/2012 12:52

sarazack I requested my upgrade last week it was sent down to the team on thurs and they said I would receive a call back in 72 hours I travel 13th aug

babushka1 · 04/08/2012 12:54

Hi all,

So glad im not alone. Sent my passport applications 17/07/12 by special delivery was told by post office it would be a two week turn around. I rang Durham this morning (got the number from you lovely folks) only to be told my application is at peterborough. The 0300 told me it was at Durham bb angry face haz anyone got the peterborough number. We fly out on the 13th of aug, so anxious at the mo.
Thanx in advance

Izzy77 · 04/08/2012 12:56

Holidaynughtmare-I am really pleased that you managed to get things sorted. I know you will not relax till you have both passports in your hand, I didnt!!! I am away on holiday early Monday morning so I am keeping everything crossed that they come.
Have a lovely holiday!!!