topic O2 Switch Up and Cooling Off Period in Pay Monthly

O2 Switch Up and Cooling Off Period

Coupec — Wed, 04 Oct 2023 22:00:11 GMT

Hi,

just wanted some clarification on the cooling off period for switch up. Legally speaking, it’s a new contract so does that mean we have 14 days to cancel after we receive our new phone after trade in? Cheers!

Re: O2 Switch Up and Cooling Off Period

Cleoriff — Wed, 04 Oct 2023 22:15:17 GMT

@Coupec

According to these terms and conditions, yes you are able to change your mind within 14 days

https://www.o2.co.uk/termsandconditions/mobile/o2-switch-up

Re: O2 Switch Up and Cooling Off Period

Coupec — Wed, 04 Oct 2023 22:50:49 GMT

Messed up response, see later post.

Re: O2 Switch Up and Cooling Off Period

Coupec — Wed, 04 Oct 2023 22:38:04 GMT

Thanks for replying!

I’ve seen these but they say change handset which isn’t what I’m aiming for. After having a very bad experience with customer service, which is something I moved to O2 to avoid after dealing with Three for many years, I’ve decided I want to leave. Now I can’t find an answer for the costs for that. Legally speaking I’m sure I should be able to leave without having to pay a fee due to the fact in all the legal documents and T&Cs the wording is very specific that this is a “new” contract and that your old one is paid off when your old handset is handed back. So legally speaking that would also mean I could walk away without an early termination fee? As would be my legal right under consumer law. I feel like this might be a huge loophole that maybe hasn’t come to light yet? I mean contracts are all about wording and here I'm not sure the wording holds up when challenged in this regard. Anyway I’ve asked here because I’m obviously not completely sure and need clarification or if this is legally correct.

Re: O2 Switch Up and Cooling Off Period

MI5 — Thu, 05 Oct 2023 07:04:00 GMT

@Coupec

Simple answer is yes, you can.

Re: O2 Switch Up and Cooling Off Period

nikc0069 — Fri, 08 Dec 2023 12:31:40 GMT

I've been told by the shop it reverts to the old contract, but have been told by 202 you can do it.

Re: O2 Switch Up and Cooling Off Period

Cleoriff — Fri, 08 Dec 2023 12:59:37 GMT

@nikc0069

The shop staff need a lot of training sadly.

All you need to know is here

Re: O2 Switch Up and Cooling Off Period

nikc0069 — Fri, 08 Dec 2023 13:15:35 GMT

I guess that won't help me if the staff in the shop refuse to do it though! Maybe I'll call another store.

Re: O2 Switch Up and Cooling Off Period

Cleoriff — Fri, 08 Dec 2023 13:42:50 GMT

@nikc0069You could refer them to the guide I linked to.

Although a different shop sounds a better idea.

Re: O2 Switch Up and Cooling Off Period

nikc0069 — Fri, 08 Dec 2023 14:12:35 GMT

Spoke to another fairly local shop and they confirmed I can do this. So it looks like it is just a case of my normal shop not knowing the ims and outs. Must say seems a bit of a loophole that you can use switch up to get out of a contract but I suppose they at least get some months out of you and then resell the handset.

Re: O2 Switch Up and Cooling Off Period

Cleoriff — Fri, 08 Dec 2023 19:29:28 GMT

Hi @nikc0069

Just goes to prove that some sales staff have had the training and others are still waiting.

As for the loophole, O2 closed it when they brought in this (as seen in the guide)

"This sounds different to what I’m used to. What’s changing?

From 3 August 2023 we’re changing the O2 Switch Up T&Cs, so customers will be able to swap their current phone for a new one every 90 days. Customers will still get O2 Switch Up at no extra cost when they take out or upgrade to a Plus Plan.

If you got O2 Switch Up before 3 August 2023 as part of a Plus Plan tariff you can continue to swap your phone whenever you like."

Re: O2 Switch Up and Cooling Off Period

Jordz94 — Mon, 20 May 2024 14:45:59 GMT

Just had a conversation via O2 app live chat and they've told me you can't, you would have to pay the full device plan cost to leave even though it's a new contract I'm so confused

Re: O2 Switch Up and Cooling Off Period

garetc — Mon, 20 May 2024 16:04:55 GMT

I asked about this at my local store recently and they said they have no idea how it would work.

If you switch up you can't revert back to the previous deal because your handset is gone unless your airtime reverts only. @Dave-O2 do you know?

Re: O2 Switch Up and Cooling Off Period

Dave-O2 — Tue, 21 May 2024 15:12:58 GMT

Thanks for the tag @garetc

You can still return the device within 14 days, we'll then need to arrange for you to be moved onto a SIM only deal.