04-10-2024 11:08
If you do it online or over the phone, obviously there are a few risks of devices getting lost in transit etc.
So my situation was, I did a switch up online for an iPhone 16 pro.
I wasn't able to receive the pin code so the courier couldn't deliver and after 3 attempts it was sent back to o2. They have received it back and it has now been taken off my account.
However the old device (iPhone 15 pro max) which I was switching up from has been un-linked from its number on my account and o2 say there is no way for them to link it back together again. So basically I'm left with an unlinked account that I'm not able to use switch up again with and they said the only way to upgrade now is to go into store and use o2 recycle which means I would then have to add around £500 to it just to upgrade or obviously wait until the end of my contract. That's just ridiculous, I can't be the only one who was unable to receive the switch up delivery even the courier said others have had this problem, So they will obviously be in the same situation as me then. Surely they must have something in place for when this happens! I have told them I want to complain so just waiting for a "manager" to call me back though I got an email already saying complaint resolved! Well no it hasn't been. Any advice on what to do next if they can't/won't sort it for me?
04-10-2024 11:40
04-10-2024 11:40
They cant reattach it, its a known issue and happened to a lot of people when they migrated to the new billing platform... (me included)
You are going to have to go the complaints route via the details there https://o2.co.uk/how-to-complain
That is all you can do sorry to say..
04-10-2024 13:29
04-10-2024 13:29
Thanks for your reply.
I have emailed their complaints department. Hopefully they will find some sort of resolution over this.
15-10-2024 11:57
So I’ve spent the past week or so on the phone to them trying to sort my account out. They tell me now they can’t relink the plans and my o2 switch up is gone for good! Not good at all o2! So basically the only option I have now is to wait and upgrade the conventional way in another 2 years time! Joke!