Impossible upgrade

[AW82_82]

I have been trying to upgrade my SIM only deal to a new device plan for a pixel 6. 

Unfortunately O2 have updated their systems and moved many SIM only customers to their new 360 system, which means I cannot upgrade online or in store.

If I try and upgrade via 202 they can't access the same deals I can online or in-store.

TLDR; no £100 discount from anything you pay upfront and stock options are limited (no pixel 6 other than in coral).

Has anyone else had the same issue? 

[MI5]

@O2Emma 

Is this a new "improvement" we haven't heard of?

Can you help @AW82_82 please.

[AW82_82]

Thanks. I initially tried online, which says error - contact via 202 to upgrade, then went in store who can't access my account, so I should speak to 202. I didn't have time to do a call in store which they did kindly offer

[O2Emma]

Hi @MI5  I will pick this up thanks.

[O2Emma]

Hi @AW82_82 I will send you a private message .

[AW82_82]

If anyone else comes across this issue, the answer is they can't help you. It's via 202 or nothing, and they won't match the offers online or in store as they physically can't if you're on the new 02 360 system

[jonsie]

O2 360 system?

That's new....

[MI5]

I'm sure Vodafone or EE would be happy to help you @AW82_82 

[Lindsey0209]

The exact same situation happened to me last week, had been a customer of 02 network for 15 yrs. Basically told I could no longer upgrade instore or online due to my number being 'migrated' to their new 360 system, customer service were useless and offered no resolution.

[MI5]

@Martin-O2 @Breanna @RafaC 

What is this new system that penalises customers and how do you get out of it?