My 02 showing both old and upgraded phone

[Anonymous]

I upgraded my phone on the app last week, had my new phone delivered, got a new number and all it groovy, however, I've checked the 02 app and it's still showing both phones and I've been billed for the both? Is this because of my cooling off period with my new phone and the old one drops off once it ends? Or do I have to pay for both phones until the original contract ends in March?

[MI5 · Accepted solution]

It sounds like you haven't actually upgraded, but you have taken an additional contract.
You can either continue to pay monthly for your old contract or cancel it and pay off what you owe now.
How to cancel here https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/Cancelling-Your-Contract-A-Guide/m-p/566774/hig...
If you decide to keep both accounts, you can apply for a discount on the new one.
https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/O2-Family-Plan-Additional-Line-Discount-is-Evol...

[jonsie]

Presumably you will need to speak to customer service about transferring the number even if you have just changed the sim card over as it will still be using the original account.