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I cant seem to upgrade online

salhie03
Level 1: Joiner
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on ‎04-09-2022 12:32

on ‎04-09-2022 12:32

 

Get in touch to continue your purchase

We need some more details to be able to continue.

Please call us on 202 from your O2 phone or 0344 8090202 from a landline.

 

This is the message I'm receiving when im trying to upgrade online. I called up o2 and did the contract over the phone but when I try to proceed to the last step I get this message. Has anyone seen this before?

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jonsie
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on ‎04-09-2022 12:52

on ‎04-09-2022 12:52

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you

See links below

Or you can call them from 8am to 8pm on 0808 002 0202 or 0800 081 0255

Official Support Links VirginmediaO2
THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS
2020-Awards-jonsie


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salhie03
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on ‎04-09-2022 12:57

on ‎04-09-2022 12:57

I have already contacted them and they do not know what is going on. 

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MI5
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on ‎04-09-2022 13:13

on ‎04-09-2022 13:13

@salhie03 

Sounds like you are failing an identity check.

Does your address with O2 match the address with your bank, for example?

If it continues to be an issue, you will need to go in store to upgrade and take some ID with you to prove who you are.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
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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salhie03
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on ‎04-09-2022 13:16

on ‎04-09-2022 13:16

yes my banking all matches up.

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madasaf1sh
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on ‎04-09-2022 17:23

on ‎04-09-2022 17:23

@salhie03 

 

It could be you are failing one of the checks done by o2, such as credit or affordabilty or o2's own internal scoring.

 

Unfortunately the only people who can help are o2 sales team..

This is not customer services and we dont have access to your account
I do not work for o2 or any VMo2 /Telefonica/Liberty Global Company
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