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Switch Up Issues via Phone or Online?

Kosmos5457
Level 2: Apprentice
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Hello Everyone,

 

I'm wondering now if anyone here has had issues with Switch Up, either via phone or online?

 

My understanding is that Switch Up can now be done over the phone, online or in-store. 

In store would be fine if not caring much for data transfer and if you live close to a store. It does not suit my situation as I live 20+ miles from closest store and they don't even have stock of the handset I want. 

Currently I'm on an Unlimited Plus Plan, with iPhone 14 Pro and want to upgrade to iPhone 15 Pro Max with a 30GB Plus Plan. I've been on the phone now, three different calls, one lasting 40 minutes, another 50 minutes and most recently 1hr and 15 minutes. The first one advised order was built, would receive contract documents which I did, passed credit check as well and then would receive a link to basket. The link was never received but the items were in my basket when I logged into MyO2. The only issue was not being able to proceed because of an issue with the basket. It was telling me to remove and add the items again. Very frustrating. 

The second agent I spoke to advised they could fix but found later that they couldn't. It then seemed to be Switch Up removed

itself and no option to add it back on before proceeding. The link to add

switch up details wouldn't work. 

Finally spoken to another agent this evening and although he was helpful, took a long time going through everything only for this to happen again. The basket rebuilt, with switch up on there, but cannot proceed so have not received a link. 

To say I'm fuming about this now is an understatement. I often have plenty of patience for these things but this is ridiculous by this point. I'm paying for Switch Up and currently unable to use!

 

What are next options? The online chat is useless and the agents not much better,

least not the first two. 

What on earth has happened to O2? Great until you need support it seems. 

 

 

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MI5
Level 94: Supreme
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@Kosmos5457 

Seriously, call your nearest store to preorder the phone you want and make the effort to go there.

On line and CS is completely useless these days.

https://www.o2.co.uk/storelocator

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Kosmos5457
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It seems that I'll have to do that but my local store wouldn't answer the phone and I'm not booking time off work or driving there just for that. It's really bad you can't do this online.

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MI5
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O2 are doing their best to get rid of customers these days @Kosmos5457 

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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madasaf1sh
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@Kosmos5457 


Dont do it over the Phone or Online, as if anything happens to your phone then you are liable for 2 handsets... 

Do it in store as that way everything will be done and closed off before you leave, and you are not left wondering if Royal Fail will lose the phone or not..


If they have customers in store then they wont answer the phone, best time to ring is in the morning when they open 

- Xperia 1V - o2 and Spusu
- Pixel 8 Pro - o2 and Vodafone UK
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MI5
Level 94: Supreme
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Yep, best advice I could give too slight_smile

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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