Unable to upgrade 2nd device

[Beardy]

I have two devices linked to my account. My own phone and my son's phone. My son's phone is due for a free upgrade. But when I click the 'upgrade now' link in my O2 (or on the website when I'm signed in) the next page displays my own phone number, not my son's, and gives me the redemption amount I need to pay to upgrade early.

I want to update my son's phone, completely different phone number, but the upgrade page always defaults to my own phone number. My son's phone is the one that is selected in the app and on the website. The link to upgrade is directly on my son's account, it just keeps defaulting to my own phone number/account.

Any ideas?

[MI5]

@Beardy 

If you have combined the two accounts in to one MyO2, you need to click on the account you want to upgrade to select it.

If not combined, you will have a different login for the other account.

[Beardy]

Thanks for your help. I did combine them into one account. But even when my son's phone is selected the next page goes back to my phone. I've edited the original post to explain better. It's bizarre.

[Cleoriff]

@Beardy 

Then it looks as if you will have to call O2 to upgrade your sons phone.

All numbers in this guide Guide: Coronavirus Community Help and Support 

[MI5 · Accepted solution]

@Beardy 

You need to contact O2.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.