O2 Refresh - was I ever on it - and what are the upgrade options?

[Anonymous]

Hi everyone,

Hopefully someone can clear this up for me, as I've had a different response from two chat agents, and over the phone to customer services.

In August, I took out a pay monthly contract via the O2 website - as my previous credit history hasn't been perfect I decided I'd pay in full for the handset when placing the order - hopefully increasing my chance of being accepted and also lowering my monthly bills. So here I am, two months later, up and running nicely.

When I log into MyO2, it says I can upgrade now (there are no upgrade options listed) - I've read as much as I can about Refresh and it seems that as long as your device plan is paid up, you can upgrade... not according to customer services. I've had the following responses:

1) Chat agent - I can upgrade only after 6 months of my current contract - there will be no termination fees

2) Chat agent - I can upgrade now but I'd need to pay the remaining 22 months of my airtime plan

3) Phone agent - I cannot upgrade until the remaining 22 months of my airtime plan are completed, but I could pay a termination fee on the plan and apply for a brand new contract.

It clearly states on the O2 website that once a device plan is paid off, the airtime plan is waived. information here

Now, when I log into MyO2, it says I'm on a Sim-Only 24 month plan. Does this mean that because I didn't pay monthly for the device I was never actually on a Refresh tariff because I completed full payment in advance?

I am interested in upgrading to alternative handset and passing mine onto a family member that's all. However if it's not possible, that's fine, I'd just like to understand what the rules are, as it's confusing me.

Thanks

Simon

[Glory1]

Hello @Anonymous.

Please check out the link listed below which should answer any questions you have:

http://www.o2.co.uk/help/upgrades/o2-refresh-explained

Hope the above link provides all the information you need but please let us know if we can be of any further help.

Welcome to the forum .

[MI5 · Accepted solution]

If you are on a SIMO it means that you never had a refresh contract to start with, so forget anything to do with upgrading paying off etc, but, you can upgrade to a refresh contract now (after 3 months actually, so November).
T&C's here https://www.o2.co.uk/termsandconditions/rewards/sim-only-upgrade-to-refresh-after-3-months-terms-and...

[Anonymous]

Thanks for that - I should have checked with the team in the store really at the time. I assumed that by paying for the device in full would give me all the benefits of O2 Refresh, showing that I'd paid the device plan - but I think that's the thing - there never was a 'plan'. I guess if I'd have walked away with the phone 'free of charge' at the time, then paid it off in full a few days after, it would be different.

It's essentially a SIMO and a PAYG handset it seems.

That clears it up for me though, thank you.

[MI5]

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@Anonymous wrote:

I guess if I'd have walked away with the phone 'free of charge' at the time, then paid it off in full a few days after, it would be different.

It's essentially a SIMO and a PAYG handset it seems.

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Yes and yes.