Apologies in advance - Has anyone else experience any of these issues I am going to outline below?
12th of September - I was on the o2 store page ay 11:55am early awaiting the new apple products - 12pm comes and I have two tabs open one for the Ultra 3 and one on the o2 Switch up page.
I was faced by constant issues for 4 hours whilst trying to check out both. The system would not let me check out both phone and watch together as when I would try and add the iPhone to the basket if the watch was already in the basket it would remove the watch. So I tried to check out the watch first and was presented with a age to pay off an existing apple watch ultra I already have (I called up 2 weeks prior to cancel the airtime plan and pay this watch off as I was selling in in preparation of the Ultra 3 release) I was happy to pay this off as I wasted that I would receive a bill in October to pay my original apple watch off. I was the presented with an 'error processing payment, please try again" to which I did 3 times but with no success. I then moved on and tried to place the iPhone order using switch up but was presented with a screen to pay off the settlement of my current iPhone 16 pro max. I proceeded with this as the page and frustrated I just wanted the secure the iPhone however the same payment processing error occurred. I tried another time and then received a text from my bank saying they had blocked the payment. I called my bank who then advised £1500 had been taken by o2 3 payments for the watch and 1 for my iPhone 16 pro max.
I then called o2 and was advised they had taken these payments however they would be refunded in 3-5 working days. The lady on the phone was adamant she would be able to process the order however she was presented by an error message on the payment page saying the bank had blocked the £1 payment (this is what it should have been using o2 switch up) so I asked her to give me ten minutes whilst I spoke to my bank and to call me back - my bank said they had not blocked the payment and o2 called me back and tried again but got the same error message.
13th of September - I went into my local o2 store to see if they could process the order for me (the guy was adamant he would be able to this time) but low and behold he ran into problems - this time it was saying I had failed eligibility checks and that I would need to call o2 - which I did and a ticket was raised to "white list" my account as - according to the lady at o2 I was failing due to how many attempts top place the order there was on my account.
16th of September - I call o2 to check on the status of the ticket to "white list" my account and the lady said she would try and process the order - she started off with the iPhone and was successful in placing the order I passed the eligibility and credit check. She then tried to place the Ultra 3 however was unable to as now the iPhone 17 Pro Max was in a processing status and I would have to wait until it was complete. I was obviously not to happy about this - she went and spoke to her manager and the said it was not because of the iPhone 17 Pro Max order but because my original apple watch umber was not fully cancelled and she raised an urgent deactivation of this number. We then got cut off and it was 17:55 so I did not try to call back.
17th of September - I call o2 and ask to speak to the lady who processed the iPhone order and was told she will give me a call later on. By late afternoon and not being called back I called o2 adn was told once again it was due to failing the eligibility criteria and I would have to wait 3 MONTHS!!!! until I would be able to try again - I asked to speak to a manager. I was advised by this manager that all other (excuses I will call them) were wrong it was nothing to do with failing eligibility or anything to do with orders processing and this was an internal o2 error that was preventing customers from placing orders and it was not just me affected. I was advised 3-5 business days for this to be resolved.
19th of September (Delivery day.....NOT) I called o2 this morning asking for an update on the original case that was submitted to have my account whitelisted as now today is day 5 so it should have been resolved and was told to call back in the afternoon which I did - No update on the case however the guy I spoke to was again saying it was due to the order processing. I then asked to speak to a manager and was told that they were not aware of an internal error with processing orders in o2 and that I will have to wait until the iPhone order is completed (which is stating "more than 4 weeks') and that even if they were able to process the order for the apple watch now and received it tomorrow it still wouldn't work as my telephone number is being processed.
I am at my wits end - every year when I try to switch up there is always issue after issue.
Is it bad luck that the iPhone order was placed first? As I would have possibly received the watch today.
I have no idea what the issue is eligibility checks, telephone number or orders processing and I it seems o2 have no clue either.
