O2 360 and switchup

[Benwiddowson82]

Hi guys

im sure this has been asked already but I can’t seem to locate anything using the search. Went into one of my local o2 stores 6 weeks ago to perform a switchup only to be told I’m on 360. They stated couldn’t access my account for now and to try again in 2 weeks or another o2 branch outside of the city. Fast forward to 3 weeks ago and again I was given the same answer. I gave them a call yesterday to again be told nope we can’t do anything. First off, how do I switchup at present? Secondly, if I can’t I’m assuming I’d be entitled to some kind of refund on the switchup add on (I pay the £3.99). I’m not a lawyer but the TCs state I’m entitled to switchup at any time, could this even constitute a mild breach of contract on o2s part? I fully appreciate that system upgrades need to take place but to not have some form of contingency plan seems a little short sighted and for it to go in for this amount of time is crazy. Thanks for any suggestions. Oh and just to clarify, I’ve tired almost all of the o2 stores in a commutable distance to me. 

[MI5]

@Benwiddowson82 

I'll ask @ColinO2 to explain.

If he doesn't see the tag, I'll ask @Breanna to chase it up for you.

[pgn]

Ah yes, the non-intrusive move to 360: https://community.o2.co.uk/t5/Welcome-News/O2-System-Updates-360/m-p/1598402/highlight/true#M39424

And Guide: Introducing O2 Switch Up. Swap phones whenever you want! 

Typically O2, @Benwiddowson82 - I wonder if @Chris_K or @ColinO2 from O2 would care to offer an opinion and a way forward?

@Martin-O2 is there any guidance you can share?

[Benwiddowson82]

Thanks both. 

[Benwiddowson82]

If Colin does respond, could you please clarify exactly what support is available as per the guidance.

• I can’t upgrade in a store as I’m now on a ‘new system’

We have taken a phased approach and we are working towards all our stores having the ability to handle new system queries. In the meantime, there are processes in place to support our customers so regardless of which store you visit, you’ll receive the support you need.

my local o2 store told me to ring customer services who told me to go into the store. The store even spoke to CS and between them they couldn’t resolve it. 

[Cleoriff]

I have to add @Benwiddowson82, there are multiple changes going on with O2 currently and I see NO contingency plans in place.

We have guides written by community members, most will need changing, we have no idea which guides. Oh just a word of advice. Don't request a new sim. O2 will turn your old one off before they have posted the new sim to you, leaving you with no service at all. Pretty clever really !!!

[Benwiddowson82]

Thanks for the advice mate. 

[Breanna]

Hi @Benwiddowson82 The team have got back and let us know that there is a process in place for stores to get in touch with the 360 team to complete the Switch Up process. 

I know it's not ideal since you've been to multiple stores already, but persisting with them will be the best way to get it done. 

[pgn]

So who/how does the Customer tell the guy/gal behind the desk in the O2 Shop to call on the internal phone system, @Breanna?  "Please contact the 360 Helpdesk and ask for 'Switch Up Procedure'"?

I can see that being handled well by the store staff, tbh.