Cancel O2 Refresh Upgrade... What now?

[Carterland68]

Hi all,

I hope you are well.

To cut a very long story short I am currently on my 3rd huawei mate 20 Pro device and unfortunately it's also the 3rd faulty one (green screen issue).

I've decided I can't face another one so I want to change to a pixel 3 Xl.

I've just got off the phone to O2 who have confirmed that they can't swap devices due to the credit agreement however they have accepted the phone is faulty and have agreed to cancel my upgrade so I can swap to a new device.

The guy I spoke to has sent me some packaging in the post and he's told me to post the phone and then call 4 days later to cancel the upgrade. He also told me I'd be refunded any money paid for the device plan.

Now, after I got of the phone despite him assuring me that I will simply be able to re upgrade the line to the pixel 3 xl, I'm concerned that by cancelling the upgrade I will also be cancelling my line and will have to re apply as a new customer?

I have had some credit issues since I became a customer almost 10 years ago and I'd be concerned that I wouldn't be accepted if I had to take out a totally new line.

It's making me think maybe I should just try yet another mate 20 Pro despite totally losing confidence in the brand.

Does anyone have any ideas about this, any help would be greatly appreciated.

Thanks in advance

[gmarkj · Accepted solution]

You won't cancel the line (contract) just the upgrade and device part.
Not sure if you stay on the new allowance/tariff or go back to your old one.
If you got accepted for this you should be fine to go for the Pixel.

[adamtemp64]

Make sure @Carterland68 you send back by a tracked method so you can prove receipt at o2

[EmilieT]

Hi @Carterland68, I hope you found the advice above helpful, and please do let us know how you get on with this

Thanks @gmarkj and @adamtemp64 for helping out!

[Carterland68]

Hi all,

Very much appreciate the advice, hopefully I manage to get it sorted although the Xmas postal delays aren't going to help me much.

I will update the thread once I'm all sorted

Thanks again

[adamtemp64]

@Carterland68 Hope it all goes ok but do pay the extra postage just to be sure you cover any eventually