Not allowed to view all upgrade options

[MichelleC4]

Hi I hope someone can help.

I currently have a samsung S8+, I have paid this device plan off and my o2 says I am eligable for an upgrade to a new phone, the only options shown are for the Samsung S20, PLUS and ULTRA and gives me the option to add these to my basket. I dont want another samsung and want an Iphone. When I click to view all upgrade options the page then says I can't upgrade until October 2020.

I've called o2 and they've advised I can only get a phone up to a certain amount, this does not make sense as the phone I want (iphone 11) is cheaper than what is being offered?

Can anyone offer me any assistance please as to what I should do I am a loyal customer but this has been a lot of hassle to upgrade.

Thanks in advanced!

[Cleoriff · Accepted solution]

@MichelleC4 

I would call O2 again and get someone who knows what they are talking about!

All numbers in this guide. Guide: Coronavirus Community Help and Support 

0800 587 4005 seems the best one to call.

[Marjo]

Hi there @MichelleC4 , how are you getting on with your upgrade this week? I just wanted to check if you managed to get in touch with customer service to get some more information about it or if you're still waiting?

[MichelleC4]

Hi Marjo, I ended up calling customer services again and after a 1 hour phone conversation managed to get my upgraded sorted! They were unsure as to why I couldn’t view them on myO2 also.

[Marjo]

Hey @MichelleC4 , good to hear you got it sorted finally (even though it took an hour!). Which new phone did you go for?