Switch up cancellation

[MrFrenzy]

I want to cancel during 14-day cooling off period after recently switching up in store. O2 have told me on the phone that if I return the new phone, they’ll post the old one back to me and I’ll have to pay that old device plan off in order to leave o2. Is this correct?

[MI5]

@MrFrenzy 

Check T&C's https://www.o2.co.uk/termsandconditions/mobile/o2-switch-up

and FAQ's https://www.o2.co.uk/help/products-and-services/offers-and-extras/o2-switch-up-faqs

[madasaf1sh]

@MrFrenzy 

Load of BS from Customer Services, and as the links which have been provided will tell you, your old phone is gone and never to be seen by you again...

Go back to the store, is your only option, to do the 14 day process...

[MI5]

It's already gone off to be refurbed.

"What if I change my mind and want my old phone back?

We can’t give your old phone back once you’ve switched it for a new one, as we’ll have already started to refurbish it as one of our Like New phones. The good news is, as long as you’re still on a Plus Plan, Ultimate Plan or a Classic Plan with O2 Switch Up added as a Bolt On, you can switch your phone to a new one, every 90 days."

[madasaf1sh]

Yep, I know, CS talking BS as always... no change to be honest

[MI5]

Fully expected these days.

[MrFrenzy]

Thanks both. I read through the terms and while they are clear they also left me a little confused. I’m fed up with o2 diluting their offers and no staff seem to understand how things work. I’m leaving for EE.