I cannot upgrade my phone in branch or on the app?

[hollian_miyuki]

Hi, I've had the same iPhone XR with o2 since 2018 and am long overdue for an upgrade. A few days ago I dropped my phone damaging it beyond repair, so visited the store to upgrade. I was told after giving my details that they couldn't access my account details due to the 'old system updating to a new one' and that by coincidence, I'd gone in on the one day that my account couldn't be accessed. They said it would take 24 hours to resolve itself and to keep checking the 'upgrades' section on the app. When I do, it simply appears a message with a storm cloud saying ' Oops, something went wrong. We are not able to get your upgrade information at the moment.' Nothing is changing.

This is driving me mad as they seem to be saying just to wait, but I'm without a phone and unsure what to do as nothing seems to be changing. Has anyone else had this or have ideas on how to solve?

[MI5]

@hollian_miyuki 

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

Guide: How to find help & contact O2 

[Oxonian]

@hollian_miyuki 

If at the end of this you still own your damaged iPhone XR, you can avoid it going to landfill by selling it "for spares or repair" on eBay. A quick glance suggests that even damaged XR's have some realisable value.

If you do trade it in or sell it, please remember to delete all personal data therefrom.