Denied 02 switch up
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on 31-08-2024 17:42
Hi, I am looking for advice. I have just tried to switch up in store and got an error stating "you have reached the maximum number of pay monthly contracts allowed at any one time". I have seven lines on my account, have been with o2 for a very long time and have never failed to pay a bill. My query is that I am not adding a new contract line, but rather upgrading. Any
advice?
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on 31-08-2024 17:48
Same thing happened to someone else with no resolution as yet.
It will need a system override if you can find someone capable or raise a complaint.
Note that complaints are taking a long time to get a response from, due to the amount they are having to deal with.
Guide: How to find help & contact O2
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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on 31-08-2024 17:55
Further clarification: I have a phone, tablet and watch. My wife has a phone and watch (device paid so just airtime)and our three children have tablets.
I am switching up from a s23 ultra 256gb with £919 outstanding and to be covered by switch up, and tried for a pixel 9 pro fold. I do not believe this is credit check issue as I passed the affordability check and did not get to the credit check session. The message read "as well as credit checks, we use business policies to make decisions" and went on to say I had reached the limit for pay monthly contracts. The store raised a complaint via helix/four letters I forget, but I do not expect to hear anything. Why am I paying for a switch up I cannot use?! Why was I not warned when I took out my last contract?! I wouldn't have taken out my last contract (Sons ipad) if I knew it would stop me switching up. It's ridiculous!
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on 01-09-2024 08:19
I have had exactly the same issue and it seems that O2 cannot resolve it. Very frustrating and disappointing
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on 01-09-2024 08:53
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on 01-09-2024 08:53
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on 01-09-2024 08:58
I have just rang O2 again and it will not even let them try and place the order now. It must be something to do with the recent errors.
They advised to go to an O2 store.
I am going to raise a complaint.
If I raise enough enthusiasm to visit the store I’ll post the outcome - doubt they’ll be able to resolve the issue.
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on 01-09-2024 09:02
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on 01-09-2024 09:02
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on 01-09-2024 09:33
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on 01-09-2024 09:33
Thank you
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01-09-2024 09:42 - edited 01-09-2024 09:43
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01-09-2024 09:42 - edited 01-09-2024 09:43
To be honest there is nothing the stores can do when Switch Up is broken, it needs to be fixed by the back end teams, and as I have said in other threads it needs to be done via a complaint, with as much information on the email as possible..
This seems to be the only way to get anything to do with SwitchUp fixed, from personal experience...
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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on 01-09-2024 10:39
I’ve sent the below through to the complaints department. We update when/if I get a response.
Dear O2,

