Switch Up Changes

[madasaf1sh]

@Dave-O2 

Can we get some confirmation on the changes to Switch Up that we have seen from emails that some have received. 

As Im confused, as many others are...

Scenario 1

I switch up on the 1st November 2025, which means I am bound by the 90days rules as is advertised, so can switch up again on the 1st February 2026, after which it is changed to 11 months (which to be honest is poop)

or is it

Scenario 2

I switch up on the 1st November, but then cant switch up again till the 1st October 2026 as this is the 11 month change, 

This might help us all get our heads around this very poor customer change... and although we understand some customer abuse it, why not just get rid of it and call it a 12 month contract...

[jonsie]

Another change to the detriment of O2 customers and 11 months is simply no benefit to those who normally go for the latest flagship phones every 12 months

It just makes it a nonsense and pointless to choose a switch up tariff when you can get a phone from the manufacturer and go sim only

[Dave-O2]

Afternoon @madasaf1sh 

Thanks for your message and a good question. 

Let me get this point clarified and i'll be back when i have the answer 👍

[garetc]

Just to add to this I spoke with CS / Complaints, posted on another thread but will re-post here:

Lady I spoke to said they're making the change to benefit customers, apparently 11 months gives the customer a chance to see if they really like the phone and the price increase is to fund network improvements. I had a few questions that she wasn't able to answer, just kept saying the same thing over and over. In the end I asked for a deadlock letter which resulted in her crapping herself and asking if I wanted her manager to call me back.

A manager called me back within 30 minutes to explain the above (again) but added in the changes are to make Switch Up sustainable, which is fair enough. I asked why they're still advertising Switch Up as 90 days as it's mis-selling if they know the terms have changed. He said customers signing up now would be able to change their handset, but when I pointed out there's 86 days between now and the 22nd, he didn't really know how to answer. He babbled a bit and said customers signing up now would have an exception, which I doubt is true.

He then kept asking me to close the complaint as he'd explained everything. When I asked for the deadlock letter on the basis they're misleading customers, he said he would make a note on the account to give me a Switch Up exception (that absolutely won't be honoured when the time comes).

I asked for assurances they wouldn't do the same in 12 months' time and change the terms of the contract with a higher annual price increase, but he couldn't help me.

They're all desperate to avoid escalated complaints and are just reading from an FAQ sheet.

[Willhub]

ive been told I'll be able to upgrade in Jan just before the change and if I do it before 22nd then I'll have one more time of 3 monthly switch up.

[garetc]

They are not being fully honest with you.

The changes are effective on the 22nd. If you don't switch up before that date, you'll have to wait 11 months. Anyone taking out a plan with Switch-up between now and then is still subject to the same 11-month rule. I've complained to O2 about it; the website is misleading and selling customers a product that's no longer available. I asked about being able to switch up now and then, getting 3 months, as it could be a loophole, and they said newer customers would be informed of the new T&Cs shortly.

The problem is, unless they inform newbies of the changed T&Cs within 14 days, they won't be able to return the handset and cancel the contract. The most they can do is cancel the airtime plan within 30 days of getting the email and pay off the handset either monthly or in one hit. Handsets devalue the minute they're delivered, and selling them to pay off the handset loan won't cover the total cost.

I was told the website will be updated (as will the T&Cs) at the start of November.

[madasaf1sh]

I am waiting for a response from @Dave-O2 

As I have been told that its option 1, but it seems to be they tell everyone something different depending on who you speak to..

Hence I want an official answer

[garetc]

Yeh, I asked for the response in writing and now I will get a reply in 28 days which feels really convenient. 

If I switch up now will I get the opportunity to do it in another 90-days which will hopefully bring me close to the S26U launch or are they going to write to me in December and say it's changed meaning there will be no chance of me upgrading until July next year as there's less than 90 day between now and then.

@Dave-O2 any chance of getting a response before end of day tomorrow?

[Dave-O2 · Accepted solution]

Morning @madasaf1sh, @garetc 

I've also had confirmation from my end that Scenario 1 is correct 👍

[madasaf1sh]

Thanks @Dave-O2 

So just to confirm its any switchup following the 22nd Jan 2026 that is subject to the 11month switchup change

Much appreciated as always