topic Re: Switch Up Changes in Pay Monthly

Switch Up Changes

madasaf1sh — Mon, 27 Oct 2025 14:07:38 GMT

Can we get some confirmation on the changes to Switch Up that we have seen from emails that some have received.

As Im confused, as many others are...

Scenario 1

I switch up on the 1st November 2025, which means I am bound by the 90days rules as is advertised, so can switch up again on the 1st February 2026, after which it is changed to 11 months (which to be honest is poop)

or is it

Scenario 2

I switch up on the 1st November, but then cant switch up again till the 1st October 2026 as this is the 11 month change,

This might help us all get our heads around this very poor customer change... and although we understand some customer abuse it, why not just get rid of it and call it a 12 month contract...

Re: Switch Up Changes

jonsie — Mon, 27 Oct 2025 15:25:53 GMT

Another change to the detriment of O2 customers and 11 months is simply no benefit to those who normally go for the latest flagship phones every 12 months

It just makes it a nonsense and pointless to choose a switch up tariff when you can get a phone from the manufacturer and go sim only

Re: Switch Up Changes

Dave-O2 — Mon, 27 Oct 2025 16:11:02 GMT

Afternoon @madasaf1sh

Thanks for your message and a good question.

Let me get this point clarified and i'll be back when i have the answer 👍

Re: Switch Up Changes

garetc — Tue, 28 Oct 2025 13:34:32 GMT

Just to add to this I spoke with CS / Complaints, posted on another thread but will re-post here:

Lady I spoke to said they're making the change to benefit customers, apparently 11 months gives the customer a chance to see if they really like the phone and the price increase is to fund network improvements. I had a few questions that she wasn't able to answer, just kept saying the same thing over and over. In the end I asked for a deadlock letter which resulted in her crapping herself and asking if I wanted her manager to call me back.

A manager called me back within 30 minutes to explain the above (again) but added in the changes are to make Switch Up sustainable, which is fair enough. I asked why they're still advertising Switch Up as 90 days as it's mis-selling if they know the terms have changed. He said customers signing up now would be able to change their handset, but when I pointed out there's 86 days between now and the 22nd, he didn't really know how to answer. He babbled a bit and said customers signing up now would have an exception, which I doubt is true.

He then kept asking me to close the complaint as he'd explained everything. When I asked for the deadlock letter on the basis they're misleading customers, he said he would make a note on the account to give me a Switch Up exception (that absolutely won't be honoured when the time comes).

I asked for assurances they wouldn't do the same in 12 months' time and change the terms of the contract with a higher annual price increase, but he couldn't help me.

They're all desperate to avoid escalated complaints and are just reading from an FAQ sheet.

Re: Switch Up Changes

Willhub — Thu, 30 Oct 2025 08:47:57 GMT

ive been told I'll be able to upgrade in Jan just before the change and if I do it before 22nd then I'll have one more time of 3 monthly switch up.

Re: Switch Up Changes

garetc — Thu, 30 Oct 2025 09:04:57 GMT

They are not being fully honest with you.

The changes are effective on the 22nd. If you don't switch up before that date, you'll have to wait 11 months. Anyone taking out a plan with Switch-up between now and then is still subject to the same 11-month rule. I've complained to O2 about it; the website is misleading and selling customers a product that's no longer available. I asked about being able to switch up now and then, getting 3 months, as it could be a loophole, and they said newer customers would be informed of the new T&Cs shortly.

The problem is, unless they inform newbies of the changed T&Cs within 14 days, they won't be able to return the handset and cancel the contract. The most they can do is cancel the airtime plan within 30 days of getting the email and pay off the handset either monthly or in one hit. Handsets devalue the minute they're delivered, and selling them to pay off the handset loan won't cover the total cost.

I was told the website will be updated (as will the T&Cs) at the start of November.

Re: Switch Up Changes

madasaf1sh — Thu, 30 Oct 2025 09:16:57 GMT

I am waiting for a response from @Dave-O2

As I have been told that its option 1, but it seems to be they tell everyone something different depending on who you speak to..

Hence I want an official answer

Re: Switch Up Changes

garetc — Thu, 30 Oct 2025 09:29:14 GMT

Yeh, I asked for the response in writing and now I will get a reply in 28 days which feels really convenient.

If I switch up now will I get the opportunity to do it in another 90-days which will hopefully bring me close to the S26U launch or are they going to write to me in December and say it's changed meaning there will be no chance of me upgrading until July next year as there's less than 90 day between now and then.

@Dave-O2 any chance of getting a response before end of day tomorrow?

Re: Switch Up Changes

Dave-O2 — Thu, 30 Oct 2025 09:30:37 GMT

Morning @madasaf1sh, @garetc

I've also had confirmation from my end that Scenario 1 is correct 👍

Re: Switch Up Changes

madasaf1sh — Thu, 30 Oct 2025 09:43:09 GMT

Thanks @Dave-O2

So just to confirm its any switchup following the 22nd Jan 2026 that is subject to the 11month switchup change

Much appreciated as always

Re: Switch Up Changes

Dave-O2 — Thu, 30 Oct 2025 09:53:24 GMT

That's correct @madasaf1sh

Another reminder will be sent out around this date confirming the change 👍

Re: Switch Up Changes

madasaf1sh — Thu, 30 Oct 2025 10:24:02 GMT

Thanks for that much appreciated.

Re: Switch Up Changes

garetc — Thu, 30 Oct 2025 10:46:30 GMT

@Dave-O2 so to confirm

If I switch up today, I’ll have to wait 90 days before I can switch up again but will still be able to even if it’s after 22nd.

If I don’t then I only have until the 21st and then I move into the new T&Cs and 11-month switch up window?

Re: Switch Up Changes

Pipstop78 — Fri, 31 Oct 2025 23:35:14 GMT

I got a email today about this

Re: Switch Up Changes

Medalat — Sat, 01 Nov 2025 00:16:48 GMT

Am in a similar boat had planned to upgrade in Jan Feb for the s 26 ultra (guessing that's why they chose Jan 22 to implement changes). So to preserve the 90 day rule am going to have to upgrade to a phone I don't want until the s26 comes out possibly in February/March 26. Are we sure this is correct. Seems to defeat the purpose of the changes. Why didn't they just say all new switch up contracts after the 22 are moving to the 11 month cycle. Scenario 1 is exactly where all existing switch up customers are at isn't it?

Re: Switch Up Changes

madasaf1sh — Sat, 01 Nov 2025 07:07:40 GMT

@Medalat

As Dave has said it is only switchups after the 22nd Jan that take effect with the 90 day rule, so you can wait till the S26 comes out and then switch up, your switch ups after that will be the 11mth time frame..

Yes scenario 1 is where we all are, and it makes sense to be any switch ups after 22nd Jan to be moved to the 11month process

Re: Switch Up Changes

garetc — Sat, 01 Nov 2025 10:05:51 GMT

Could be me misunderstanding but I didn’t read it that way…

I read it as any new customer or a customer who switches up before the website changes and before the 22nd could switch up after 90 days. But after that final switch up, they would be moved to the 11-month term.

For existing customers, we will be moved to 11 months on the 22nd if we haven’t switched up as per the above.

—

Edit: reply from customer services.

Hi, it's lovely to hear from you. I hope you're having a great day so far. I'm here and happy to help with anything you need. We appreciate your patience waiting on queue.

Thank you for reaching out to us regarding with the new update for switch up. We know how important for you to know when it will apply and who's affected.

In line with the price rise update, the switch up will be updated from 90 days to 11 months starting 22nd of January next year. All O2 customers will be affected by these changes either new customer or existing customer.

Re: Switch Up Changes

madasaf1sh — Sat, 01 Nov 2025 13:07:03 GMT

Just to add more confusion..

Switched up the Z fold 7 to an iPhone Air (which is a gorgeous phone btw) and the guy in store confirmed the same as what Dave said..

Any switch up after the 22nd Jan will go to 11months, and one the terms and the documentation I have it still says 90 days..

Also got some more insight into why its been done, and I completely agree with it, as its the minority spoiling it for the majority...

Re: Switch Up Changes

garetc — Sat, 01 Nov 2025 13:38:58 GMT

I haven’t got a clue what’s going on with it all.

CS:

You have two lines on the account right now, both ends in XXX just to clarify the line ending XXX1 is still eligible for switch up after 90 days on or before the 21st of January 2026. Now, the other number ending XXX2 which your recent process a switch up for Apple iPhone 17 Pro Max started last 18/09/2025, it is still eligible for switch up after 90 days. Make sure to process the switch if you want, on or before 21st of January 2026.

Please let us know if this clarifies now about switch up or if you have more questions about it.

Me:

To clarify, if I switch up today On the XXX1 line, when would I next be able to switch up? Would it be in 11 months or January 30th?

CS:

If you process a switch up on the line XXX1, the next switch up will be affected by the new update. The next switch up of this line will be after 11 months if you process a switch today or on or before January 21st, 2026.

Please let us know fi you'd like to process a switch up, we will help you!

Re: Switch Up Changes

Wiselysilent — Sat, 08 Nov 2025 05:10:21 GMT

This is hands down the worse changez o2 have made as soon possible ill be leaving the switch up was changing point for me i now feel let down by the rip off changing from 90 days to 9 months