topic Re: Help required. O2 Switch up Mess! in Pay Monthly

Help required. O2 Switch up Mess!

j1234 — Mon, 08 Jan 2024 12:48:56 GMT

Can someone help!

I recently completed an O2 switch up, returned my old device and then received the notification that the device was returned successfully to O2, however my bill still shows this old device on my account and I am still being charged for it! O2 stated I need to go instore to amend but they can't do anything, billing, customer services, switch up team and the contracts team cannot do a thing about it (useless) I was on a call for 2 hours trying to resolve this and O2 hung up!

I am now getting desperate can anyone help?

Re: Help required. O2 Switch up Mess!

MI5 — Mon, 08 Jan 2024 12:54:51 GMT

@j1234

Nothing can be done from here, sorry.

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

Re: Help required. O2 Switch up Mess!

madasaf1sh — Mon, 08 Jan 2024 14:01:39 GMT

@j1234

I have had this as have a fair number of people when it comes to this problem..

The way I solved it was by calling the payment mangement team on 0800 902 0217 they can see it and can resolve it so don't take any rubbish from them.

They should be able to resolve it there and then, and close the old device plan down properly.

@Dave-O2 could you help the Op out here, same Issue I had with the device plan not been cleared down...

Re: Help required. O2 Switch up Mess!

Dave-O2 — Tue, 09 Jan 2024 09:41:01 GMT

Thanks for flagging @madasaf1sh

@j1234 Can you please drop me a PM with some more details on what's happened so far?

Re: Help required. O2 Switch up Mess!

j1234 — Tue, 09 Jan 2024 09:56:51 GMT

PM sent Dave, Thanks

Re: Help required. O2 Switch up Mess!

Mithun88g — Fri, 12 Jan 2024 10:53:18 GMT

Hi @j1234 , were you able to sort out your issue? I'm facing the exact same problem. Its been 2 months since I'm running around with this problem. I'm being kicked back and forth between customer service and O2 store and no where near getting this resolved.

Re: Help required. O2 Switch up Mess!

Oxonian — Sat, 13 Jan 2024 13:14:49 GMT

@Dave-O2

Can you help @Mithun88g too please ?

Re: Help required. O2 Switch up Mess!

Dave-O2 — Mon, 15 Jan 2024 10:29:19 GMT

Thanks @Oxonian

@Mithun88g Can you please drop me a PM with some more details on what's happened?

Re: Help required. O2 Switch up Mess!

Mithun88g — Mon, 15 Jan 2024 10:44:01 GMT

Thanks @Dave-O2 , sent you a PM.

Re: Help required. O2 Switch up Mess!

j1234 — Mon, 15 Jan 2024 14:52:55 GMT

Yes but not without hassle @Dave-O2 has been very helpful. I would also ask to talk to billing they eventually sorted my issue but it has taken about 2months in total. It really has put me off being a future customer.

Re: Help required. O2 Switch up Mess!

Sloan650 — Wed, 24 Jan 2024 16:32:50 GMT

@Dave-O2

hi Dave, exact same issue here hoping you can help?

I’ve been to the store 3 or 4 times and they have promised each time it was resolved. Promised to add a courtesy discount to my bill aswell that has never appeared…

This has been ongoing since October 2023, please save me from this madness…..

Re: Help required. O2 Switch up Mess!

Dave-O2 — Thu, 25 Jan 2024 12:43:35 GMT

Afternoon @Sloan650

Can you please drop me a PM with some further details on what's happened and i'll take a closer look 👍

Re: Help required. O2 Switch up Mess!

Ven_004 — Sat, 10 Feb 2024 15:03:19 GMT

@Dave-O2

Hi, i am also in the same situation with everyone.

I have sent you a message.

Re: Help required. O2 Switch up Mess!

Dave-O2 — Mon, 12 Feb 2024 11:01:06 GMT

Thanks @Ven_004

I can confirm that i have your PM and i'll be back in touch as soon as i can 👍

Re: Help required. O2 Switch up Mess!

Ven_004 — Mon, 19 Feb 2024 13:04:22 GMT

Dave has been a great help and helped me fox the problem!

Re: Help required. O2 Switch up Mess!

richllew — Thu, 14 Aug 2025 17:50:56 GMT

Hi Dave. I'm really hoping you can help. I have had major issues with my switch up. First of all the handset was returned to me as apparently it was the wrong model (it wasn't). Then when I finally returned it again, my device plan wasn't cleared. I've had numerous telephone conversations and chats through the app. The last time I was told it would be cleared but it still hasn't. Every time I speak to someone I have to explain everything again and I'm going slightly mad here and still paying for 2 handsets! Apparently I was supposed to be contacted by someone 'higher up' but that was a few days ago now.

Re: Help required. O2 Switch up Mess!

Oxonian — Thu, 14 Aug 2025 18:02:49 GMT

@richllew

You need to tag @Dave-O2 so that he sees your message, but bear in mind that he will not be around until next Monday. 😀

Re: Help required. O2 Switch up Mess!

richllew — Fri, 15 Aug 2025 09:12:30 GMT

@Dave-O2 I don't think I tagged you in the above message. Thanks for the heads up @Oxonian

Re: Help required. O2 Switch up Mess!

Enlli — Fri, 15 Aug 2025 09:34:00 GMT

@richllew Just to say he won't be around until Monday.

Re: Help required. O2 Switch up Mess!

Dave-O2 — Mon, 18 Aug 2025 12:03:40 GMT

Afternoon @richllew

Can you please drop me a PM with your details and i'll take a look at this one 😊