Maximum lines issue when upgrading

[Duckman]

Hi, very much aware this is a customer led community and not staffed by O2 but just wanted to explain an issue I have and see if anyone else has had it or has had it rectified.

I have 8 lines on my account (mine plus various family member phones, 2 tablets and a watch) and this appears to be the maximum number of pay monthly contracts you can have (or at least my personal limit). I never miss a bill or anything like that and I have had 8 lines for at least four or so years now and have never had any issues upgrading but have never been able to get any additional lines which seams reasonable since I already have probably upwards of £8,000 combined across the CCAs. However, now when I wish to upgrade via Switch Up (or any upgrade in general) I am met with the following -

"When we looked at your application we noticed you've reached the maximum number of Pay Monthly contracts we can allow at any one time, so at the moment we're not able to let you have any more mobiles. Sorry."

This doesn't make any sense to me as I am adding no additional lines, just upgrading an existing one so I have 8 lines now and would have 8 lines after the upgrade. I have had this issue in store, online and over the phone. Webchat were unable to assist as they are unable to do Switch Up. I have tried to explain over the phone, webchat, Facebook and in store and no one seems to know what I could do other than the standard "wait three months and try again" message that accompanies the maximum line message, but the manager of the store did say he had seen a few people with this issue. I feel like I am now stuck with the phones I have and will simply never be able to upgrade again.

Any ideas or similar experiences from anyone?

(I am aware of the Complaint Review Service but have been advised there is a long turnaround currently and I'd ideally like the new Pixel while I can get the larger storage for cheaper)

[GIBXO]

I’m facing the same issue now!.

did you get it resolved in the end?

[pgn]

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@GIBXO wrote:

I’m facing the same issue now!.

did you get it resolved in the end?

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Take @Enlli's advice above and make the change in an O2 store - remember to take photo id with you, along with any other items needed for Switch Up (if that is what you are trying to do, @GIBXO) 

https://www.o2.co.uk/o2-switch-up

[GIBXO]

Thanks, will try that!.

[Steve1982c]

Did you try

[Oxonian]

If that question @Steve1982c is aimed at @GIBXO, you need to tag him thus ! 👍 

[Duckman]

Just a quick update from me. I’ve managed to pay off all the contracts except my own and have had confirmation that all other lines are now closed. After this, I attempted to upgrade using SwitchUp but was still rejected due to the same “maximum lines” message. I then visited a store, only to be told again that I’d reached the maximum number of lines. Out of curiosity, I tried upgrading without using SwitchUp, and that went through without any issue at all.

Outstanding from O2. I can’t use SwitchUp due to “maximum lines,” but if I want to pay off and upgrade the old-fashioned way, no problem. They've just stopped being a decent company since the Virgin merger, O2 used to be a company I recommended and I loved my time working in stores but I'll be telling everyone to stay clear from now on - I suggest you do the same (I would if it wasn't the only network with signal where I live).

[Thaduck1]

@Duckman I'm having the same issue now when trying to switch up. It will let me upgrade if I pay the outstanding amount but won't if I switch up. Which is ridiculous, because if that's the case what's the point in having switch up... Did you ever get anywhere with it or get any further info from o2?

[pgn]

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@Thaduck1 wrote:

@Duckman I'm having the same issue now when trying to switch up. It will let me upgrade if I pay the outstanding amount but won't if I switch up. Which is ridiculous, because if that's the case what's the point in having switch up... Did you ever get anywhere with it or get any further info from o2?

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Take @Enlli's advice above and make the change in an O2 store - remember to take photo id with you, along with any other items needed for SwitchUp @Thaduck1  

https://www.o2.co.uk/o2-switch-up

Also means your existing handset is valued there and then, no wriggle room for O2 to say your phone was in poor condition, as a result of damage in transit... as happens so often!

[Thaduck1]

I did try in store and had the exact same issue and they couldn't tell me why or what to do. 

[pgn]

Bad luck, @Thaduck1 - try a different store, if you can: https://stores.o2.co.uk/