topic Re: Upgrading account in My O2

Upgrading account

gmarkj — Sun, 08 Mar 2020 17:41:55 GMT

I have mentioned before that my contract is up (or nearly) and that there is nothing that really grabs me as a must have.

In the meantime I am trying to upgrade to a sim only plan, but something is not working.

I have tried to do it through the app on my phone, and the website. In both cases, I get to the review and pay section and click the buttons to agree but when I do it just refreshes the page without actually doing anything.

Anyone had issues doing this before or is something broken for me?

Re: Upgrading account

jonsie — Sun, 08 Mar 2020 17:48:19 GMT

Last time I upgraded my simo in January, it went through first time through the app. But you know the website is quite temperamental at times. Must be feminine.....

Re: Upgrading account

Cleoriff — Sun, 08 Mar 2020 17:56:37 GMT

I upgraded my simo via a very quick call to customer services. Although we usually say 8-8.30 am is the best time to call, I actually phoned at 2.15pm and got straight through.

Best of luck either way @gmarkj

Re: Upgrading account

gmarkj — Sun, 08 Mar 2020 18:12:08 GMT

Thanks both. Guess a call to customer services tomorrow is in order.
Although might be useful to provide some feedback @Martin-O2 @Marjo...

Re: Upgrading account

MI5 — Sun, 08 Mar 2020 18:20:14 GMT

I've done it many times through MyO2 and never had a problem, but I've not tried recently and not since the issues with MyO2 in the past weeks.

Re: Upgrading account

Marjo — Mon, 09 Mar 2020 16:12:50 GMT

Hey @gmarkj , let us know how it goes with customer service and if you manage to upgrade ok?

I haven't heard of any recent issues like that with My O2 but happy to pass on your feedback about it! What time of day did you try? Sometimes there's maintenance late at night.

Re: Upgrading account

gmarkj — Mon, 09 Mar 2020 17:18:24 GMT

Thanks @Marjo.
Tried a couple of times yesterday around 3 and 5pm.
Am about to try again on a different laptop...

Re: Upgrading account

gmarkj — Mon, 09 Mar 2020 17:22:19 GMT

So different laptop using chrome and still just goes round in circles...
Will have to call CS tomorrow to try for a 4th time!

Re: Upgrading account

gmarkj — Tue, 10 Mar 2020 10:44:14 GMT

So took my account in my hands this morning and used live chat to see if they could fix it (as I could do this while working on other things).
Got through to a very helpful lady who sorted things out for me - am now on an interim sim only deal while I decide if I want to get a new phone now or next year.

Re: Upgrading account

Cleoriff — Tue, 10 Mar 2020 11:05:31 GMT

Good news @gmarkj

Re: Upgrading account

Marjo — Tue, 10 Mar 2020 11:43:27 GMT

Great to hear it was sorted @gmarkj .

Did you find out also what that technical glitch was about when you had tried it yourself and it didn't work, or did that one remain a mystery?

Re: Upgrading account

gmarkj — Tue, 10 Mar 2020 13:11:28 GMT

Me too @Marjo!
No, the issue was not discussed during the chat just that I couldn't. She told me that she would pass on that I was having a problem and what it was but that was all.

Re: Upgrading account

jonsie — Tue, 10 Mar 2020 16:06:15 GMT

Gif news about the sim only being sorted. Let's hope that things go OK once you have made up your mind what to get.