topic Re: o2 Switch up nightmare in Pay Monthly

o2 Switch up nightmare

James131 — Thu, 15 May 2025 13:03:19 GMT

I've seen posts on this forum and was wondering if someone could help me? o2 have been charging me for a Pixel fold that I switched up and sent back in September. I got the confirmation that they'd recieved the phone and yet I'm still being charged for it. They've had around £300 from me now. I've made an official complaint (got nowhere with that), I've been in my local branch, called o2 direct and contacted the company that oversees the switch up process (Micro Ingram?) and they keep passing the buck with no one admitting fault. I've spent hours on the phone with them and I'm still being charged.

Any suggestions?

thanks

Re: o2 Switch up nightmare

MI5 — Thu, 15 May 2025 13:08:30 GMT

The only person here with any chance of helping is @Dave-O2

Re: o2 Switch up nightmare

Dave-O2 — Thu, 15 May 2025 14:52:28 GMT

Thanks for the tag @MI5

@James131 I have your PM and i'll be back in touch shortly.

Re: o2 Switch up nightmare

CorGre — Thu, 05 Jun 2025 09:45:05 GMT

Same with me, did a switch up for 2 phones few weeks apart from each other, weren’t marked as returned, went through the motions same as you, raised an executive level complaint, got phone call to confirm the phones were returned and no processed correctly, email confirmed the phones would be removed from my account t within 10 working days from 2nd of April, nothing, raised to Financial Services Ombudsmand (as it’s a credit agreement ofcom won’t deal) then mysteriously 2 days ago the outstanding balance was cleared and status was Completed with switch up, but the two phones are still not removed from my account, which when trying to do a switch up it results in the too many contracts screen.

Re: o2 Switch up nightmare

madasaf1sh — Thu, 05 Jun 2025 09:50:25 GMT

I do all my switchups in Store, as its so much cleaner and easier, and hence I always advise to do all switch ups in Store...

I still have 4 uncoupled devices on my account and 2 old devices still there which send me a bill for £0 which no in o2 can fix.

360 was promised as a better UX for the customer but it causes more issues..

Re: o2 Switch up nightmare

CorGre — Thu, 05 Jun 2025 10:29:16 GMT

Yeah thats the issue with me, two devices still sitting with Status Completed by Switchup but because still attached to my account it says I cant upgrade with the red screen of too many contracts.

Re: o2 Switch up nightmare

David-Gilmour — Wed, 15 Oct 2025 21:33:12 GMT

I recently switched up to the iPhone 17 pro and returned my old device. Sent it off, and got an email saying it had been received and passed the checks, and that I’d receive a separate confirmation that the old device plan was settled.

to date I have not received any communication and after reading all the posts of people having hassle on this I am getting worried.

I upgraded to another Plus Plan. However, switch up is not showing on my account & just a little concerned something has gone wrong with the switch.

can somebody help?

thanks