Struggling to upgrade

[Brainchild]

I have 8 lines on my O2 account 

I am trying to upgrade an existing line after paying off my current device plan off in full.

Once I paid my online account is telling me I am good to upgrade but everytime I do so I get a message back stating my application cannot be processed as I have the maximum number of lines already.

I am not adding a new line just upgrading my phone for an existing line - so i will still have 8 lines.

Anyone know what the issue is here? 

O2 are clueless.🫠

[MI5]

@Brainchild 

It's a known issue so no idea why O2 are clueless.

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you - on Facebook or Instagram https://www.o2.co.uk/abouto2/social-media

Or you can call them on 0800 081 0255 or go in store, with photo ID, to upgrade.

Guide: Upgrading Your O2 Phone 

[Brainchild]

Thats the problem - if its a known issue why can no one tell me why or offer a fix?

Ive spoken to two sales agents and a chat agent who have tried to put my orders through and got the same message. The last one said wait 7 days amd try again as the old device plan contract may still be updating??

[MI5 · Accepted solution]

@Brainchild 

It's been a problem ever since the change to the 360 billing system - it's full of bugs and glitches.

Paying off in advance and waiting a while may be the only option, but be aware, other customers have been prevented from having more than 6 contracts, so that may also be a factor in your case.