topic How do I cancel an upgrade in My O2

How do I cancel an upgrade

AET — Fri, 01 May 2020 07:14:34 GMT

I have recently upgraded and now wish to cancel but I can't find a place to do this. Dies anyone know. Thanks in advance.

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 07:23:02 GMT

Hi @AET

How recent was this upgrade? If within the last 28 days you can return it under O2's change of mind policy. https://www.o2.co.uk/help/phones-sims-and-devices/our-change-of-mind-policy

If longer than that, then you will have to cancel.

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 07:25:28 GMT

Thanks, it was less than 2 weeks ago, but can't find a button to do it. I followed the above and it led me back to my O2 where there is no cancel button? Thanks

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 07:28:53 GMT

Hi, I can see that there is a policy for change of mind in upgrade, but can't find where to do it, and they won't let you ring up now. Any clues anyone? Thanks

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 07:31:28 GMT

@AET

You follow the advice in the first link. The Change Of Mind policy. You have 2 weeks remaining to return it. You need to read the guide in full as it will tell you exactly what needs to be done.

You are NOT cancelling.

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 07:36:06 GMT

@AET

In the change of mind policy there is a link in blue to the returns section. Please follow all the advice given. It needs reading properly.

It's an easy enough process. If you need to contact O2 to let them know you have changed your mind then all numbers are in this guide.

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 11:19:49 GMT

Hi I don't have a physical product to return, just don't want the upgrade ?

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 11:22:04 GMT

Ps it is my own phone, and existing SIM, I had applied for an upgrade to it that's all, no physical product to return

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 11:26:44 GMT

Oh Ok @AET

Then you do need to contact O2 and tell them you want to cancel the upgrade.

All the numbers are in this guide.

Re: How do I cancel an upgrade

gmarkj — Fri, 01 May 2020 11:27:09 GMT

You would need to call customer services then.
You might not be able to return to your old tariff if that is no longer available.

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 11:29:07 GMT

@AET

Apologies for the misunderstanding, I thought you had upgraded a device not a tariff. My bad.

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 11:34:39 GMT

Thanks so much, I know terminology can be tricky with people like me not well up on it 😄

Re: How do I cancel an upgrade

AET — Fri, 01 May 2020 11:36:20 GMT

I'm try and get through to them but they are not taking calls. Thanks

Re: How do I cancel an upgrade

gmarkj — Fri, 01 May 2020 11:43:49 GMT

They are, you might just need to be a little fast and loose with the option you press to get through.
Once you have a person on the other end they will put you through to the correct team.

Re: How do I cancel an upgrade

Cleoriff — Fri, 01 May 2020 11:47:31 GMT

@AET

Just some more advice about getting through to O2. In this guide there are numerous numbers for them. Use any or all. Press ANY option (even fraud) and you will get through eventually. As soon as you hear the music, that means you are in a queue. Don't hang up, just be prepared to wait.

Once you get through to any advisor they will take your call and deal with it.

Best of luck.

Re: How do I cancel an upgrade

jonsie — Fri, 01 May 2020 11:50:46 GMT

Select fraud or lost/stolen to speak to someone. They will transfer you to an adviser .