Solved: The Upgrade Dilema

MI5 · ‎08-02-2017

So my wife needed to upgrade as her old 16gb 5s was full, slow and generally playing up, so I went online to look at the options.

I noticed I could upgrade to a "Like New" 64gb 6 for £1 a month less than am paying now, same tariff etc so it was a no brainer.

Called local store and was told that it was available online only, so with much dread I proceeded to order off the website.

I started this at 14.20 yesterday.

Selected phone (showing in stock) and placed in basket.

Website told me there was a small balance to be paid off outstanding on device plan and that it would be added to basket. Clicked OK.

Page came up to confirm cost to upgrade, new tariff price and free next day delivery. Clicked OK

Enter card details - heart in mouth whilst I waited for "Oops, something went wrong" The message never arrived and the payment was taken successfully.

At 14.26 I received 4 emails with all my legal documents.

At 18.56 I received an email to say the tariff change had gone through successfully.

At 18.57 I received an email say my order was complete and MyO2 had updated with tracking details for DPD.

At 8.46 this morning the phone was received some 18.5 hours after starting the order process!

So all in all, a painless and satisfactory experience. Quicker than Amazon Prime as the case I ordered from them for it just after completing the phone order hasn't arrived yet

I may have to reconsider my responses in future as this was dead simple and easy - I know things can and do go wrong, but hopefully they are limited in numbers. In this case though, 10/10

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Toby · ‎09-02-2017

Great to hear that the process worked well @MI5 and I'll report this abck to the team

Fancy writing a great device review or O2 forum guide? Send me a message!

Get involved:
• New to the community? This is how you get help.
• Want to know who we are? Come and say hi to us.
• Want to have a chat? Drop me a direct message.

gmarkj · ‎08-02-2017

wow.
well done o2!

Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).

Link to our guide on how to contact them can be found here

Wa10 · ‎08-02-2017

Glad I'm not the only one who's managed to have a painless experience with the website.

I only became an O2 customer again last September when I started in my new job, and since that time I've placed 3 different orders online as my contracts elsewhere expired and I brought them over - all for Click and Collect, and all without issue.

As you say, I'm sure there are issues sometimes, but glad to see it working as it should.

I work for O2, however any advice or opinion given in this community should be considered my own and not necessarily representative of Telefónica UK Limited.

MI5 · ‎08-02-2017

Just sent the text "LOYALTY" to 21500 for the additional line discount to be applied (I was told it could be applied when you upgrade an existing account too).
Had text back saying I will hear back in 3 days - fingers crossed

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎08-02-2017

Well done you.... and O2.(Doubt they would have dared to get it wrong on this occasion)

A bit light hearted but hey....

Veritas Numquam Perit

MI5 · ‎08-02-2017

Amazon just delivered case

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎08-02-2017

@MI5 wrote:
Amazon just delivered case

Good for them....All sorted. Less than 24 hrs.

See things CAN be completed speedily if the effort is put in...

Veritas Numquam Perit

MI5 · ‎08-02-2017

Very little effort from me - just how I like it

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎08-02-2017

@MI5 wrote:
Very little effort from me - just how I like it

No answer to that...so I won't attempt one...

Veritas Numquam Perit

jonsie · ‎08-02-2017

@MI5 wrote:
So my wife needed to upgrade as her old 16gb 5s was full, slow and generally playing up, so I went online to look at the options.
I noticed I could upgrade to a "Like New" 64gb 6 for £1 a month less than am paying now, same tariff etc so it was a no brainer.
Called local store and was told that it was available online only, so with much dread I proceeded to order off the website.
I started this at 14.20 yesterday.
Selected phone (showing in stock) and placed in basket.
Website told me there was a small balance to be paid off outstanding on device plan and that it would be added to basket. Clicked OK.
Page came up to confirm cost to upgrade, new tariff price and free next day delivery. Clicked OK
Enter card details - heart in mouth whilst I waited for "Oops, something went wrong" The message never arrived and the payment was taken successfully.
At 14.26 I received 4 emails with all my legal documents.
At 18.56 I received an email to say the tariff change had gone through successfully.
At 18.57 I received an email say my order was complete and MyO2 had updated with tracking details for DPD.
At 8.46 this morning the phone was received some 18.5 hours after starting the order process!
So all in all, a painless and satisfactory experience. Quicker than Amazon Prime as the case I ordered from them for it just after completing the phone order hasn't arrived yet
I may have to reconsider my responses in future as this was dead simple and easy - I know things can and do go wrong, but hopefully they are limited in numbers. In this case though, 10/10

Just...wow

Official Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

O2

The Upgrade Dilema

Photos