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)

[Duckman]

Sorry for the late response.

It is my understanding that if you trip the "wait three months and try again" online, it is possible that everything you do for 3 months that is classed as "an additional line" will result in the auto rejection, no matter if you are in stores or online. If you go into a store initially, it seems to work with no issues, but if you trip the rejection message online then I think you just have to wait it out. SwitchUp technically adds an additional CCA before wiping the other one (unlike a standard upgrade which is how it works in stores I am led to believe) as when you do it online you can fail the quality test or never send your old device back.

I do think this is something complaints should deal with as my friends within stores are seeing issues like this more and more. I honestly, can not be **bleep** going down that route myself. I was fortunate enough to be able to pay off and upgrade but I have found the storage I have on this new device far too low and so might be back in the same situation soon when I look at Switching Up to a Pixel 10.

Good luck buddy, they've had our pants down and no one seems to really care.

[madasaf1sh]

Just be careful when paying off as there seems to be a bug where any additional warranty such as the 3 year thing, will keep open the device plan even though it is paid off.. 

I am seeing this on 2 of mine, that have been paid off and no one in o2 seems to know how to remove it or fix it ( The 360 platform really is the biggest pile of **** ) so it looks like I have 2 additional lines which I dont have..