Switch up not working

[Janwwms]

I’m desperate for some information please as my switch up is acting like I’m trying to add another line to my account rather than a switch. 
I’ve been instore and they were just as puzzled. Tried online and it says I’ve got the maximum amount of lines/devices on my account and I’ve rung o2 who have absolutely no idea why it’s happening either. So I’m hoping someone else has had this happen and if it’s been sorted. I’m so annoyed and fed up. 

[MI5]

@Janwwms 

Someone else has reported the same issue and the conclusion was that they had to lose one of their other accounts in order for switch up to process.

Cancel one if you can and set it up in another's name.

[pgn]

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@MI5 wrote:

@Janwwms 

Someone else has reported the same issue and the conclusion was that they had to lose one of their other accounts in order for switch up to process.

Cancel one if you can and set it up in another's name.

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Just to clarify: that person had reached the maximum allowed number of devices possible registered to a single MyO2 account. One of those devices that shared the MyO2 account had to be removed, leaving the removed person to register for and get a new MyO2 account for their device.

Only then would the upgrade in the original MyO2 account work.

Not a problem reported before, but indications like this in O2's main help pages should ring warning bells:

Is there a limit to how many Device Plans I can take out?

You can have up to six Device Plans on your account at any one time.

Good luck, @Janwwms.

[MI5]

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@pgn wrote:

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Just to clarify: that person had reached the maximum allowed number of devices possible registered to a single MyO2 account. One of those devices that shared the MyO2 account had to be removed, leaving the removed person to register for and get a new MyO2 account for their device.

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The same issue as the shop told @Janwwms 

The issue is the way the system reacts to a switch up request.

It tries to add the new contract without taking into account that the old contract is being cancelled.

[pgn]

Correct, @MI5 - just making clear it is a limitation of MyO2, not some other limitation regarding contracts or "accounts" per person.

[MI5]

Aye, just one of many system limitations in the new, modern, brilliant 360 backend.