Switch up process

[iancarr]

well after a lot of confusion between CS and some stores about requiring a full credit check for switch up, I finally popped into Eldon Square in Newcastle and spoke to a lovely member of staff, she took me to one of the desks and asked what was my concerns, after explaining the poor credit rating I have and some stores saying if they start the process and it fails I would lose current handset.

She was outstanding and said 1st of all they only do a soft check and mainly to see if O2 account is in good order, she also said that she has never seen a full credit check for switch up since the service began, she then put my mind at ease by also saying that they don't clear the old contract until the new handset has been completed.

the process went exactly as she said, soft check performed and as O2 account has always been paid by DD on time there were no issues at all. This staff member is a credit to O2, she even talked me thru the process of backing up old phone and setting up new handset as well as going thru how to claim the Ear Buds pro 2 direct from Samsung that were with the new deal.

needless to say I will feel more at ease in 12 months when it comes to doing this again for the S25 launch

I can not say again how outstanding the member of staff was

[MI5 · Accepted solution]

@iancarr 

Exactly as we told you here Switch Up Confusion - O2 Community 

and here Switch Up - O2 Community 

and here Switch Up - O2 Community 

and here Switch up - O2 Community

[Oxonian]

@iancarr 

I think that @Dave-O2 might want to feed back your positive comments to the store involved. 👍 

[TallTrees]

Hi that's really good of you to take the time to give credit to the o2 member of staff @iancarr 

In Newcastle 😊

[Dave-O2]

Thanks for the tag @Oxonian 

@iancarr So i can get this fed back directly to the store, can you please confirm the date/time you were able to Switch Up in store?

[iancarr]

it was Monday 5th February at 15:53, staff member was young lady called Aysha, she was outstanding and huge credit to O2

[Dave-O2]

Thanks for the details @iancarr 👍