O2 Switch Up

[Ta25c]

Hi, 

I just wanted to know if anyone else has experienced issues with O2 Switch Up?  

Today I went to my local O2 store to conduct a ‘Switch Up’ to the iPhone 15 Pro and when I sat down with the colleague, we went through the process on screen, checked my phone and said in perfect condition… followed until the end but then it wouldn’t allow us to submit the process.   The store manager explained there’s an ‘issue’ with the computers and this started yesterday, resulting in customers being turned away… (we tried our luck with my Switch Up anyways).   After being unable to submit, the colleague took my details, told me he’ll reserve the iPhone I selected and be in touch.  

Out of curiosity I then decided earlier to contact the O2 live chat on the O2 app to see if it were a local store issue or an O2 far and wide issue.  Turns out when the chat operator replied to me, and said my local store manager left notes on my account to say my current device is damaged and therefore declined the Switch Up.  

This is not the case, my phone is perfect - anyone else had this issue?! 

[Oxonian]

@Ta25c 

If you search this forum, you will find lots of issues around the condition - perceived or otherwise - of trade-ins. 

[MI5]

@Ta25c 

Much discussion here Guide: Introducing O2 Switch Up. Swap phones whenever you want! 

[Cat14]

Just been on the phone for approximately 4 hours,  to be told on 1st call after 1 hour on the phone "the system crashed,  we'll call you back " - no call back, 2nd call "cut off", 3rd call 1 hour and 15 minutes,  "Oh there's nobody there " - rang off my hubby's phone to see what's going on,  4th call 1 hour "you're not entitled to a switch up", 5th call 1 hour "you're entitled but you need to go in store " - the reason I rang in the first place was because I was handed a hard write note with the contract number I need to ring for switch up, in the O2 shop. 

Absolutely disrespectful to a customer of 14 years. I will take this to court!

[Oxonian]

@Cat14 

We can not do anything to help you here ; this is a customer to customer community with no access to customer accounts.  

O2 have a complaints procedure :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

However, it is currently taking O2 some eight weeks to investigate and respond to complaints. In your position, I would not file a complaint as it will simply take too long. Instead, I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[madasaf1sh]

@Cat14 

Try a different o2 store, as the best way to do a switchup is in store, or if you really need to it can all be done online, not that I would trust it... rather than over the phone , or call the sales team on 0808 002 0202