Switch Up Issues

[MikeS-87]

I just spent roughly an hour using the online chat trying to change over my handset using Switch Up which I have been paying for.

All was going through fine until the very last moment when the online chat agent advised the following 

"account is already delinked form the device plan due to which you will not be able to use the O2 switch up benefits"

What does this even mean as my account should all be linked as I last switched up back in November 2023?

How on earth do I get this resolved as I am really annoyed?

[MI5]

@MikeS-87 

Sounds like the normal  from O2.

Always advise doing switch up in store Guide: Introducing O2 Switch Up. Swap phones whenever you want! 

[madasaf1sh]

@MikeS-87 

Have a look on myo2 and you will see 1 device plan and 1 airtime plan both separate...

I have been having the same fun and games, and if the device plan has been orphaned there is nothing a store can do,  it has taken me 8 weeks to get to a position where I can do a switchup sort of.. and its still FUBAR'd and all caused by the o2 account migration.. 

I have head of people  who it has taken 4months to sort

I would advise going straight to the complaints review service, and getting it logged and in the system to be fixed

Good Luck, you will need it .

[MikeS-87]

@madasaf1sh Thanks very much for the reply. Sorry to hear you are having the same issue and it doesn't sound promising and that I will be able to change my phone anytime soon! 

I have taken your advice and raised a complaint, in the hope that someone can pick it up who can fix the issue.