topic Re: Plus Plan Switch Up Query in Pay Monthly

Plus Plan Switch Up Query

jimigills — Tue, 12 Sep 2023 13:11:21 GMT

Hi all,

Does anyone have any clarity on what the following means;

"If you got O2 Switch Up as part of a Plus Plan tariff before 3 August 2023 and have stayed on a Plus Plan since then, you can continue to swap your phone whenever you like."

Is it that if I've used o2 switch up plus plan after the 3rd August but have continued with a plus plan I can continue to swap phones whenever I like or does the new Plus Plan tariff (continued plus plan customer) mean I can only swap after 90 days?

Thanks

Re: Plus Plan Switch Up Query

MI5 — Tue, 12 Sep 2023 13:37:35 GMT

@jimigills

You stay on your original terms so change whenever you like.

Re: Plus Plan Switch Up Query

jimigills — Wed, 13 Sep 2023 12:00:25 GMT

Thanks for this, I read it the same way too...

However; just come back from an O2 store and was told that it's a blanket apply and everyone has moved to 90 days if a Plus plan was taken out in August - my account though says I have switch up and to pop into a store to switch so not sure what's going on.

I'll try again at the weekend and see if they can log into my account and check!

Re: Plus Plan Switch Up Query

MI5 — Wed, 13 Sep 2023 12:38:27 GMT

@jimigills

See updates in this thread https://community.o2.co.uk/t5/Welcome-News/O2-Switch-Up-Everything-you-need-to-know/m-p/1566636#M38534

Unsure which customer scenario you fit into?

No problem, we'll help clear this up for you:

If you currently have O2 Switch Up as part of a Plus Plan, and have continuously done so since before 3 August 2023, you can continue to swap to a new phone whenever you like. When you Switch Up, you'll be kept on our anytime Switch Up T&Cs (if you choose a Plus Plan)
If you currently have O2 Switch Up as part of a Plus Plan, but have not continuously done so since before 3 August 2023, you can swap to a new phone every 90 days. When you Switch Up, you'll be put on our 90 day Switch Up T&Cs (if you choose a Plus Plan)
If you currently have the O2 Switch Up Bolt On via a Custom Plan, you can swap to a new phone whenever you like, one last time. When you do Switch Up, you will have to take out a Plus Plan if you still want access to O2 Switch Up and you will then be put on our 90 day Switch Up T&Cs

Re: Plus Plan Switch Up Query

jimigills — Wed, 13 Sep 2023 12:54:28 GMT

Thank you for this.

Reading that I think I'd be option 1 - had a plus plan prior to 3rd August, Switched up on the 19th August (to another plus plan) and therefore should have been kept on anytime T&Cs?

Re: Plus Plan Switch Up Query

MI5 — Wed, 13 Sep 2023 13:02:01 GMT

Yes @jimigills

However, we know shops don't understand the changes so print and take the guide with you.

In reality, your account should allow or disallow based on the changes so if the shop try it and it's accepted, then all is good.

Re: Plus Plan Switch Up Query

jimigills — Wed, 13 Sep 2023 13:06:26 GMT

Yep, assume the trick will be to get the store to just try! Will definitely bring the print out next time I give it a go. My own fault really, shouldn't have tried a folding phone, although in all fairness I like it I'm just terrified I'm going to break it!!! Thank you for all your help.

Re: Plus Plan Switch Up Query

jimigills — Thu, 14 Sep 2023 10:25:22 GMT

Just checked my contract summary since swiching up post August 3rd and it has this;

Q3 22 O2 Switch Up FOC

Wonder if this is maintaining the anytime switch up t&cs?

Re: Plus Plan Switch Up Query

MI5 — Thu, 14 Sep 2023 11:30:55 GMT

@jimigills wrote:
Just checked my contract summary since swiching up post August 3rd and it has this;

Q3 22 O2 Switch Up FOC

Wonder if this is maintaining the anytime switch up t&cs?

I honestly wouldn't know @jimigills

@Chris_K is the chap to ask.

Re: Plus Plan Switch Up Query

madasaf1sh — Thu, 14 Sep 2023 13:20:23 GMT

@jimigills

From looking at mine , I think that means you are on the old T&C's as the wife who did switch up has a link to the new t&c's she is on here first switch up contract., where as mine after doing a few has the same as yours.

Re: Plus Plan Switch Up Query

JonnyTea — Thu, 14 Sep 2023 21:53:24 GMT

Hi guys. In anticipation for pre orders tomorrow I sought clarity to avoid disappointment.

I have seen all the info / updates that confirm how I read the Anytime TC vs 90 day TC. Whereby pre-August Plus Plan users weren’t restricted by the 90 days wait.

I used online chat to enquire but I didn’t get the hope I was looking for.

I then rang one of the local stores and they knew of the difference. In theory. So I think tomorrow my best chance is to go to that store to get confirmation they’ll do it and then to pre order.

Re: Plus Plan Switch Up Query

gmarkj — Fri, 15 Sep 2023 06:42:16 GMT

I think the crucial part is when you JOINED switch up.

If you started on that before the 3rd August (and have stayed on it) then you are on the anytime terms.

If you started after 3rd August (or changed to it) then you are on the 90 days terms.

Re: Plus Plan Switch Up Query

MI5 — Fri, 15 Sep 2023 06:59:26 GMT

@JonnyTea

If you had a PLUSPLAN prior to August then you stay on your original terms, ie switch up at anytime.

If you had it as a bolt on, you move to the new 90 day terms.

It's not difficult to understand, however, many stores don't get it.

Re: Plus Plan Switch Up Query

viridis — Fri, 15 Sep 2023 11:51:39 GMT

Ive always had it on a 30gb plus plan but the actual switch up has always shown as a bolt on for £0.00

Re: Plus Plan Switch Up Query

madasaf1sh — Fri, 15 Sep 2023 12:03:50 GMT

My account show it as this

The Wifes shows this is 360

Nothing anymore shows as £0.00 any more

Re: Plus Plan Switch Up Query

JonnyTea — Fri, 15 Sep 2023 19:16:35 GMT

Update: Today I went to the store I rang the previous day that knew of the difference between the terms. However when I got there they said “It’s 90 days; 90 days for everyone” “Even if I wanted to switch you up the system wouldn’t let me”. He went to the manager for clarity, came back to me “Yes it’s 90 days she said”

I was deflated in the change of reasoning and wanted to remain amicable so I did not push hard or become bitter so I left it there.

Keen not to be disappointed I drove 10mins to the next nearest store. Had a casual chat with the staff member who pulled out her phone and had a quick read on the “Facebook for O2 staff employees” as she described it to me. Clear as day explanation. And she happily processed my pre order for next Friday. Couldn’t be happier.

Would be nice if everyone was on the same page.

Re: Plus Plan Switch Up Query

jimigills — Sat, 16 Sep 2023 15:49:50 GMT

Despite having a message thread from O2 customer service confirming that I can switch anytime the store I went to refused outright and said it's 90 days for all and the system wouldnt let him. I then asked him to try the system which unsurprisingly let him process it which led him to change tact and tell me that the system let's all but they know they can't. Even tried pointing out the differences in the ts&C's and was told no. Incredibly bad customer service from O2 stores.

Will try another store tomorrow perhaps but I don't live that close to many.

This is getting ridiculous now.

Re: Plus Plan Switch Up Query

MI5 — Sat, 16 Sep 2023 16:18:21 GMT

@jimigills

Raise a complaint about that store as it's the only way to get the idiots to listen.

https://www.o2.co.uk/how-to-complain

Re: Plus Plan Switch Up Query

jimigills — Sat, 16 Sep 2023 17:01:58 GMT

That's the plan. Annoyingly where I live I'm quite far from the stores so am limited to trying different ones which seems to be the only way people are getting success

Re: Plus Plan Switch Up Query

jimigills — Sat, 16 Sep 2023 21:09:20 GMT

Well....I tried to complain and the saga just seems to get worse 🤣

Had O2 202 tell me that the store was wrong and that my account shows anytime switch up - great you may think but doesn't actually help me in the store based on my experience so asked for some evidence. Get put on hold. Then get told nope everyone is on 90 days 🤦‍♂️ back into the explanation of two different t&C's communication is clear point to various evidence. Get put on hold for 40 minutes (1hr and 40 in total) without being told to be put through to upgrades who was lovely but not able to help to get put back to customer support who at 8pm just wanted to go home.

They have sent me my t&C's apparently relating to switch up and it mentions nothing about 90 days (as expected) but fully expect the store to just tell me no again 🤣

I'm close to just giving up waiting the 90 days but it's the principle of it now. The T&C's advertised are very clear regarding 'legacy' plus plan customers. Will follow up with a written complaint fully referenced in the morning (I'm sad like that 😂)