Switch Up Cancellation Window

[TheRustyOne]

Hi all,

Have been struggling to cancel my switch up contract following change in terms, CS seem to bat it off as a scam email, or don't seem to be aware of the change. I've got fed up of being called a lier by CS and as such have raised a formal complaint.

I would quite like to cancel, yet contue with my device plan as per the email. But am worried the 30 day window is fast approaching. As I've raised a formal complaint and made an attempt that was unsuccessful due to poor CS within the 30 day window. Do you think I'll still be able to cancel afterwards if the complaint isn't returned within the window?

Has anyone else successfully canceled and kept their number/device plan? Have seen quite a few posts about it here that don't seem to have a conclusion.

Cheers!

[Oxonian]

You have potentially caused yourself a problem @TheRustyOne by making a premature complaint ; there are numerous reports on this forum of customers who have an open complaint and other O2 teams are either unable or unwilling to engage with them. And complaints are currently taking up to eight weeks for O2 to investigate and resolve ! 

Unfortunately, this is a customer to customer community so we cannot access your account. Hence you do need to try to engage with O2. I would suggest that you try to message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are UK-based and seem quite adept at solving problems. 

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2 

[TheRustyOne]

Thanks for the reply, the only response I've been getting from social media is to call 202, sending me into what seems like a never ending loop.

[Oxonian]

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@TheRustyOne wrote:

Thanks for the reply, the only response I've been getting from social media is to call 202, sending me into what seems like a never ending loop.

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Can I suggest then that you try the Payment Management team on 0800 902 0217 ? 

Payment Management opening hours :-

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

As today is a BH, Sunday hours might apply ! 👍

[TheRustyOne]

Thanks for that!

I had some minor success on 'X' with them agreeing that I could continue paying off the phone, yet ending my contract as per the T&Cs, then an hour later changed their mind causing quite a bit of confusion!

[Oxonian]

@TheRustyOne 

So that means that it is still not resolved ? 

Did you have any success with the Payment Management Team ? 

[TheRustyOne]

Not had a chance to call, but will attempt this afternoon. Have had confirmation from CS on X that they cannot cancel the airtime plan and allow me to continue paying for the phone. In direct contradiction to a previous message in the same thread that said I could. All very fun dealing with this issue...

[TheRustyOne · Accepted solution]

Ended up having a chat with Dave-O2 on here, who explained that CS had given the wrong advice and managed to sort everything out for me, also sounds like the end date has been extended until the 18th of June.

[Oxonian]

I am please @TheRustyOne that you seem to have achieved, or at least be on the way to finality. 👍