How long does it take for an upgrade to be cancelled and account to be reverted to old tariff

[may345]

Hi, does anyone know how long it takes for an upgrade to be cancelled (if done within 14 days of ordering) and to be reverted to your old tariff? I was told I’d receive a confirmation by email but nothing has come through yet.

[Glory1]

Hi @may345. I understand it generally takes 24/48 hours for an upgrade cancellation to be processed.

However, if it has been more than 2 days since you cancelled the upgrade you may want to give Customer Services a call just to check the current status http://www.o2.co.uk/contactus.

[MI5]

Once it has been received by o2 and scanned back in it can take upto a week for the system to process the return. It can also get delayed waiting to be scanned in.
Generally it’s around 2 weeks from start to finish of process.

[may345]

It’s a sim only tariff.

[MI5]

Should be almost instant then.
Call customer services to hurry them along.
http://www.o2.co.uk/contactus

[may345]

Called them and they’re telling me they have no record of the cancellation. They put it in the system again and now they’re saying I won’t receive any email confirmations and that it will just happen automatically on my next bill date. This sounds wrong. That means I have no written record of the cancellation and if it fails, I won’t have any evidence to say I tried cancelling twice during the 14 day change of mind period.

[MI5]

I’d press them for an email confirmation, or in this instance, use live chat and save the transcript.

[may345]

Now they are saying there is no cancellation request on the account. This is getting ridiculous.

[MI5]

Hence the reason for my suggestions above.

[Marjo]

Hi @may345! Sorry to hear about the trouble you've been having with this. 😞 How are you doing at the moment, any progress??