Switch up issues, staff in store and on the phone don’t have a clue

[Coney1982]

Hello! 

I’ve got 02 switch up on my account, been into the store to swap my device, upon passing the credit check and concluding my order this is the error message I’m getting 

Sorry, there's been a problem - please try again.

If this continues, you can give us a call and we'll pick up your order from where you left it.

Call us on 202 free from an 02 mobile, or on 0344 809 0202 from any other number. We're open 8am-9pm

Monday-Friday, 8am-8pm Saturday and 8am-6pm Sunday.

Ok

For 02 use only: Thu 14 Aug 2025 21:29:40,735

f514bff4-28e5-4e4b-ae35-cc57ade7c791 A-0133-A151

E101AA6E8533A945B305B4E78D351044

Its happened online, in store 3 times and now over the phone with customer services. The staff in the store actually sent me away because they didn’t know how to resolve it and told me to try  again another day.

I need an O2 tech wizard to fix my account, if staff in the store can’t help, customer services can’t help and I can’t sort it online by myself what do I do?

I really annoyed me that the staff in store just gave up and sent me away as I was in there nearly an hour!

[Enlli]

No O2 Tech wizards here (if they actually exist)

All customers here

Can only point you to to the sales team they should be able to help 

You can message them on Social Media Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG) 

Or you can call them on 0800 081 0255

[MI5]

Maybe one for @Dave-O2 to help you with @Coney1982 

but it won't be before Monday now.

[Dave-O2]

Thanks @MI5 

@Coney1982 Please drop me a PM with some more of your details and i'll take a closer look 👍

[Anonymous]

@Enlli Tech wizards don't exist in ANY company IMO, I've been suffering from incompetent tech support Depts in various companies for years who know chuff all beyond what's on their "scripts".

[Thaduck1]

@Coney1982 Did you ever get this sorted? I've been having this issue for weeks now, and no one at o2 can help me, I've spoke to customer service, who told me to go to store, been to store who told me to speak to the Web team, speak to the Web team who tell me they can't help. Basically I'm eligible to switch up, but everytime it gets to the point of adding it to basket I get the same error you was getting

"Sorry, there's been a problem - please try again

If this continues, you can give us a call and we'll pick up your order from where you left it."

Apparently it's because of an issue with the discount I have applied (6 months free airtime) but everyone at o2 as said the same thing, that should not affect my swith up and they don't know why the error is happening. I really don't know what else I can do, I've raised complaints but nothing, no one seems to be able to help which is crazy as it's clearly an error on o2s side of things. Any guidance would be hugely appreciated. Thanks 

[pgn]

Another one for @Dave-O2 to help with on Monday, @Thaduck1 - expect a PM from him here tomorrow sometime. Good luck!

[Thaduck1]

Thank you for this. If Dave is able to offer any help or guidance, I will be beyond grateful. 

[Dave-O2]

Afternoon @Thaduck1 

Can you please drop me a PM with your mobile number and i'll see what i can do 😊

[Thaduck1]

Amazing, thanks Dave i have just sent it across. Thanks again.