Having serious problems upgrading online.

[Anonymous]

From last Thursday I have been trying to upgrade online. I get to the verified by Visa screen and enter the details, it looks like it's about to take payment then all of a sudden the screen resets and it's says "please see errors for following payment"

I have tried numerous cards and even tried a Mastercard on advice from O2 and nothing works. Even tried different computers and even tried on my phone.

Can anyone help? Is anyone else having these issues? It's driving me crazy and O2 are completely useless at fixing the issue. They apparently can't take the upfront payment on the phone it can only be taken online. I was even sent to the store who said they could take the payment but my iPhone would be 6 weeks or more. I'm so angry, I had this phone pre orderd till o2 systems messed up.

[AJ1982]

You're not alone. I've lost count of the credit checks o2 have done on me over the last week. I've been accepted loads of times but then unable to complete the order. They've credit checked me that much that on my last try I was asked for £200 bond! These jokers have literally smashed my credit score by telling me to keep trying over and over. The online chat team couldn't run a stag night in a brewery. All I get is sorry for the trouble try again! What about my £&@€ing credit score? They don't give a damn. Complaining on here leads to no action whatsoever. You're best submitting a formal complaint to o2, in the vain hope you'll get someone who cares enough to do something which I highly doubt. I'm going to see if the FOS can do anything. 

[gmarkj]

This is a customer to customer forum - o2 "official" presence is very limited, so any queries directly related to an account/order would need to go through Customer Services (http://www.o2.co.uk/contactus).
Best time to call is normally 8-8:30am just after they open.
@DFlecth1976 There have been a number of reports of issues with the upgrades page. I am not sure why they can't take the payment over the phone as lots of others have done so.

[Cleoriff · Accepted solution]

Hi @Anonymous The upgrade system appears to be glitching for some this last week or so. If you want to try to upgrade via CS you need to contact them http://www.o2.co.uk/contactus

If you wish to complain follow this link http://www.o2.co.uk/how-to-complain

[Anonymous]

It really is an absolute joke, they have tried to do it on V screen (online system for signing agreement) and again it didnt work. They sent the link to my phone for me to finish the order and its valid for 72 hours. This is the 3rd time and nothing has worked. Worst service i have ever had from a company, literally no explanation for their complete ineptitude. No one has offered any solution other than go to the store. Well im sorry, but why should i? I'll only be told the same thing again.

Im going to log an executive complaint and see if that shakes someone.

[Anonymous]

I cant upgracde with them as they wont take the £59.99 upfront payment over the phone, apparently this is something they can no longer do, so just making it harder and harder for customers to find a solution to this sort of issue. Though i dont think i should be the one searching for solutions, O2 should be if they want my money.

[Anonymous]

So, i have sent tweets and i have emailed Ceo, still no response. Getting so tired of this company now.