Sim only to handset

[Lauraabdn]

Hi I have a sim only plan it says on my 02 I can upgrade after 3 months to a handset but every time I speak to someone on live chat they keep telling me it’s 6 can anyone help me out with this please

[MI5 · Accepted solution]

I'd advise you call 202 to speak to someone as usually they know what they are talking about better.
Check you meet the requirements here too https://www.o2.co.uk/termsandconditions/rewards/sim-only-upgrade-to-refresh-after-3-months-terms-and...

[Lauraabdn]

Hi thanks for reply, I have had my sim only plan since June paid bills either early or on time but they have tried telling me I am not an exsisting customer! I should be allowed to upgrade on the 4th if it is the 3 months will see what that brings I have saved the terms and conditions so will quote these thank you

[MI5]

Best of luck

[Lauraabdn]

Spoke to some one on Facebook today there saying am not classed as a exsisting customer v

[MI5]

What reason was given?

[Cleoriff]

@LauraabdnI wouldn't bother with FB or live chat. You need to ring customer services, as advised above and speak to someone who knows what they are talking about.

[Lauraabdn]

What do I say when I phone any idea x

[MI5]

Quote what I posted above.
Why are they saying you aren't a customer?

[Lauraabdn]

They said I am only a exsisting customer if my sim was a upgrade to start x