Sim only upgrade changed from 3-6 months

[james_semaj]

I was due an upgrade from a sim only contract to a handset in 4 days 3/09/22 it's now been pushed back 3 months to 3/12/22 I've never missed a bill payment or anything. 

What's annoying is..if it is another 3 months, I've just bought an Apple watch-when that money could have gone towards something else...as I thought I was upgrading in 4 days!

Anyone had the same problem? 

[Cleoriff · Accepted solution]

@james_semaj 

You should contact the sales team as they can help you with that – message them on Social Media  -on 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

[Jason_mics]

mine is still the same, and customer service didn't really help

[garetc]

Did they say what had triggered the change? 

[Edvin02]

not sure, but I popped into an o2 store today and they said you should still be able to upgrade after 3 months. However when they logged into my account it said I have an additional three months to wait. I was waiting all this time iPhone 14, and if they don't fix this in time for when the phone releases I'm going to make a make a massive complaint!

[garetc]

There’s a few of these posts on the forum and it looks like O2 changed their handset criteria. 

Feels a little bit unfair, I took my second line with the intention of upgrading after 3 months to then closing the old/original line.

I doubt that there will be any sort of fix for this as it’ll be covered in their T&Cs and isn’t ‘guaranteed’ etc. If I’d know that the 3 months wouldn’t be honoured I wouldn’t have kept the second line. Likely to have have cancelled within the 14 days and just kept the original line to upgrade it next week.

[Edvin]

Can you share the link of the forum page 

[Cleoriff]

@Martin-O2, @RafaC @Breanna 

Could you check this apparent change of policy please? At least we will be able to give members the correct answer. Always understood that new members would be able to upgrade to a handset if they had paid for a sim only contract on time for 3 months.It seems O2 have moved the goal posts without informing us, Thanks.

[Breanna]

@Cleoriff Thanks for flagging this to us. We'll ask O2 and see what we can find out.

[Cleoriff]

Thanks @Breanna x