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)
