on 01-04-2024 17:43
I am posting on here because I feel I need to reach out to others.
I am shocked at the level of poor systems that O2 have facilitated for customers who need to complain and your policy surrounding Switch Up. I decided to Switch Up my account because this service is advertised as a benefit for O2 customers. In reality, it is appalling and it is a costly alternative for your customers. I had to reduce my available data to 30gig to keep the contract near what I was paying previously.
on 01-04-2024 17:48
Sadly, nothing we can do here. There are no O2 staff and nobody from O2 will read your post.
We can only refer you back to O2.
Guide: How to find help & contact O2
01-04-2024 18:56 - edited 01-04-2024 18:57
01-04-2024 18:56 - edited 01-04-2024 18:57
Something doesnt sound right here..
How did you do the Switch Up??
Did you already have a plan with Switch Up?, as when I have done mine, I get an email within minutes saying that the outstanding balance has been paid off. and on the receipt from the store it shows as Switch Up, does your receipt or emails show anything similar to the below:
As I have a feeling you weren't on Switch Up to start with and you have done a trade in.. as you also state you had to change to a 30GB Plan, and the only Plus Plans are either 30GB / 150GB or Unlimited Plus...
And to be honest I have done 6 or 7 switch ups and only had one problem, and this community is not really indicative to the wider o2 customer base, and many people do switch ups with no issues...
Also has been pointed out, this is not o2 customer services, and no one on here will do anything about your issues.
on 01-04-2024 20:13
on 01-04-2024 20:13
Yes, I have a contract with Switch up and it was sold to me as Switch Up in the store. I had an email saying phone received for the Switch Up and then another one saying it did not meet the criteria.
01-04-2024 20:32 - edited 01-04-2024 20:37
01-04-2024 20:32 - edited 01-04-2024 20:37
So this was all done online then and not in store, that is where your problem is, as the store could and should have ordered you the phone in as at that point there is no issue.
The store manager can only appraise what he saw in store, and not on the condition it was received in, and we only have your word, so unless you have it in writing of what the store told you, then you are in a you said they said situation, and as per the the terms of Switch Up, the phone now belongs to o2 and not you.... So you can return the iPhone under the 14day change of mind policy.
Also as it was all done online the store in Keighley can do nothing about you returning the phone, it will all need to be done via customer services, and you better have proof..