cancel
Showing results for 
Search instead for 
Did you mean: 

O2 now credit checking for upgrades?

jamieleewv1
Level 1: Joiner
  • 29 Posts
  • 13 Topics
  • 0 Solutions
Registered:

I went to upgrade my phone last night everything went as I normally does until I had a message saying 

 

"We need to process your application this could take up to 24 hours" 

 

I also had an email saying the same thing. 

 

I thought this was an error so went back to my basket to which it now says 

 

"Your order is awaiting credit check results
You can no longer add items or make changes to you basket as this will affect your credit history.

If you have been asked to provide additional information and haven't, please do so.

Otherwise, please wait for our credit team to get in touch with you."
 
It's been almost 24 hours I've had nothing. I spoke to live chat who told me its still under the credit check process. 
 
I have 4 lines with O2 and never had this issue before, is this a new thing after the merger with virgin? 
 
Very disappointed. 

 

Message 1 of 4
322 Views
3 REPLIES 3

MI5
Level 94: Supreme
  • 147433 Posts
  • 637 Topics
  • 28316 Solutions
Registered:

@jamieleewv1 

Yes, it was introduced with the merger.

Everyone now gets credit checked and there's some anti fraud stuff they do too.

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.
Message 2 of 4
317 Views

jamieleewv1
  • 29 Posts
  • 13 Topics
  • 0 Solutions
Registered:

I see. 

 

Are the checks done automatically or is there anything I need to do? They haven't asked for any additional information on the email 

Message 3 of 4
316 Views

MI5
Level 94: Supreme
  • 147433 Posts
  • 637 Topics
  • 28316 Solutions
Registered:

@jamieleewv1 

Sometimes they will contact customers for an ID check but you will be emailed if that is required.

It has been known for orders to get stuck so a nudge to O2 is required.

Either call sales or message on social media.

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)
Or you can call them on 0800 081 0255
Thanks

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.
Message 4 of 4
312 Views