Confusing information regarding upgrades and contract on app

[Anonymous]

Hi,

My o2 app is telling me the following information.

"£0 left to pay on your existing contract

Upgrade to o2 refresh today and we'll pay off the rest of your existing contract for you".

This doesn't make any sense. If there is £0 to pay on a contract, there's nothing left to pay. I have been into an o2 store where a disinterested staff member agreed that if it says £0 all I have left to pay is the airtime.

However I have been on the Live Chat today and the operator stated that I still have to pay until December.

Which is it? There is so much conflicting information I don't know where to start.

I just want to know if there is anything left to pay and if not, how I can cancel my account as quite unhappy with this service. In the past its typically 30 days notice.

Thanks for looking.

[MI5 · Accepted solution]

How to cancel here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...
Basically, if your MyO2 says £0 it's £0 so just give 30 days notice to end the airtime, which means one more payment.
Get your PAC https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-to-get-your-PAC-2017-Update/ba-p/1052278 and give it to your chosen new network.
If you want to use your current phone, it may need to be unlocked first.
https://community.o2.co.uk/t5/Other-Products-and-Services/Unlocking-an-O2-phone-to-use-a-different-S...

[Jeevster]

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@Anonymous wrote:

Hi,

My o2 app is telling me the following information.

"£0 left to pay on your existing contract

Upgrade to o2 refresh today and we'll pay off the rest of your existing contract for you".

This doesn't make any sense. If there is £0 to pay on a contract, there's nothing left to pay. I have been into an o2 store where a disinterested staff member agreed that if it says £0 all I have left to pay is the airtime.

However I have been on the Live Chat today and the operator stated that I still have to pay until December.

Which is it? There is so much conflicting information I don't know where to start.

I just want to know if there is anything left to pay and if not, how I can cancel my account as quite unhappy with this service. In the past its typically 30 days notice.

Thanks for looking.

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you pay one month in advance, so you will always have 1 month to pay regardless if your handset costs have been cleared - so in essence both are correct - you should be able to upgrade or get a PAC code if thats what you need