Cannot upgrade with o2 - Upfront Payment verification fail with multiple cards

[eleanor_nnnnn]

For the past week ive been trying to upgrade my o2 contract via my account online and over the phone.

I get all the way to the end, then i'm asked to enter credit card details to pay £1 for an upfront payment verification check. This fails every single time, across multiple credit cards. I tried this over the phone with their customer service team and again this failed. I've contacted my bank and they have put no restriction on my account.

o2 advised me that the only way to resolve this was to drop into the nearest store to upgrade there. I cannot easily access a store right now based on my location, so the situation is highly frustrating when clearly the issue is on their side with their payment system putting some erroneous block on my account.

I'm now at the point where i want to switch and upgrade with another provider who can handle this switch on my behalf (currently im on a rolling monthly tariff)

Before i approach this as a last resort, does anyone have any tips/guidance on how i could possibly resolve this with o2 without having to make a 2 hour trip to the nearest store.

Thanks

E

[MI5]

@eleanor_nnnnn 

Nothing we can do or suggest i'm afraid.

You're not the first and won't be the last to suffer from O2 system failures.

Jump ship whilst you can.

[Wolflikeme]

Same issue here. No problem with my card/bank or the details that I’m entering. Problem is at their end. 

[Oxonian]

A warm welcome @Wolflikeme to this O2 customer to customer community. Unfortunately, the nature of the forum means that we cannot access your account or provide other direct help.

I suggest that you message the O2 sales' team on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a track-record of solving customer problems. 👍