Switch up changng

[Soks99]

Afternoon all. Apologies if this is in the wrong area, my first post. 

I've just heard from one of my local O2 stores that switch up is changing to every 3 months now. Anyone confirm if this is true?

[madasaf1sh]

@Soks99 

The Terms where only released yesterday, and the shops only told people what they believed would happen.

have a look at the thread by https://community.o2.co.uk/t5/Discussions-Feedback/Switch-Up-Clarifications-to-community-team/m-p/16... 

It is very clear, like all companies, people read things how they want to read them I am sure the same is the case where you work ...  And it really isnt that complicateed

Just ignore what the staff say in store, and go on what the Terms Say.

[Soks99]

The thing is I have. And when stores refuse to do a switch up as apparently their communication doesn't say this is what's making this slightly annoying. 

[madasaf1sh]

@Soks99 

Have you tried to do a switchup since the changes have come into play, so since yesterday, as this is all hypothetical at this point.. 

Have you seen their communications, or is it all hear say.  I will be trying this on the 22nd / 23rd August when I go and get a Pixel Fold.. 

And the T&C's are clear https://www.o2.co.uk/termsandconditions/mobile/o2-switch-up   

[Soks99]

One store refused today as their communication (which they double) checked didn't say it. 

I've gone to another store who also thought it was 90 days for all customers and was able to switch up 

[madasaf1sh]

@Soks99 

They cant refuse a switch up request.  I might nip to my local o2 store and try asking them. 

Did you show them the official comms from o2, which has been shared by o2 on Social Media and here

@Chris_K  think some clarity as seems shops are interpreting it both ways, or a communication back out to the shops to clarify

[Soks99]

Well I  showed them the website and the one I'm at said that's good enough for them 

[Chris_K]

Internal comms have been sent to all customer facing teams, including all our retail estates - so really there's no excuse for anyone to not be aware of the changes or be refusing. All the same teams will have been aware of incoming changes, but the full details and terms won't have been available until they came into effect yesterday.

So yes - stores have been sent all the comms they need so if anyone is having any issues I think it's just a case of that particular advisor not having fully clued themselves up with it, but all store managers should be completely aware so if you do find yourself having any difficulties, and you shouldn't need to do this of course, but feel free to ask for the manager or ask the advisor to review their comms as the 90 day terms only applies to new Plus Plan Switch Up customers from 3 August 2023, or an existing Switch Up Bolt On customer using Switch Up one last time and moving to a new Plus Plan.

[madasaf1sh]

Thanks @Chris_K  

Think that is very sound advice. 

[Soks99]

Thanks Chris. I’ve screen shorted this lol. 

[MetRP102]

Unfortunately this post wasn't enough to convince a store manager yesterday who flat out refused to complete a switch up for me. He said that I'd not had my current device 90 days so the system 'wouldn't let him'. I asked him to try, but he told me that he would get into trouble as the new terms are 'clear' in that the 90 day rule applies to everybody.

I'm pretty annoyed to be honest, my nearest O2 store is 20 miles away and it was a wasted journey. Can I end my contract early and go back to EE? At least they fulfil their promises.