Switching from PAYG to Pay Monthy

[ST2020]

I recently came back to O2, having gone to Three when the merger was going to take place. I started off with a PAYG sim for a month whilst I looked at my usage and chose a tariff for PM. So stupidly I thought it would be straightforward to switch over as a, now, existing customer, just update the account details, but no.

I had to order a new SIM, that could take 3 days, and then 24hrs to transfer my existing number across. I was cheerfully told "don't worry you can carry on using PAYG until then" i.e. paying us twice as the contract is already running.

So the SIM arrrives and I go to the link I was given to request the number change and wait... so 24hrs later I call, it's not switched.. and was told it hasn't been requested... so I wait again.

There is absolutely no need for this... all you had to do is update the account details.

[MI5 · Accepted solution]

You’re not talking to o2 here @ST2020 so please keep talking to customer service to get your account sorted http://www.o2.co.uk/contactus

[jonsie]

You are attempting to simplify things too much. It's not that easy. The number needs to be ported in again and transferred to your sim. It's unfortunate that there was no record of the transfer but a combination of live chat and online requests can be hit and miss. Please call and speak to someone at customer service,

[EmilieT]

Hi @ST2020, and welcome to the forum 

I'm sorry to hear you've found this process challenging, and I was wondering if it was all sorted now? If not please let us know and we could try and check on our end how to speed things up!

[Projectionist]

I agree with you.

Why can't the PAYG number just be updated to Pay Monthly? Just how hard can that be - I was considering PAYG - PayM, but given your experience, I won't bother...

[MI5]

Pay monthly and PAYG require different sim cards due to different settings and also a change of billing platform. It isn't just as easy as "updating" the account.

[Cleoriff]

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@Projectionist wrote:

I agree with you.

Why can't the PAYG number just be updated to Pay Monthly? Just how hard can that be - I was considering PAYG - PayM, but given your experience, I won't bother...

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It can't just be updated @Projectionist as contract and PAYG sims are completely different, which is why you need a new one if you change...

[Projectionist]

I would hazard a guess that most customers upgrading from PAYG to Pay Monthly would want to keep their number.
So, frankly, you *should* be able to achieve this as a standard part of the process.
"We just don't do it that way"doesn't cut it, I'm afraid

[MI5]

It is a standard part of the process but nevertheless, it's a process that needs to be followed for the reasons already stated.
You have picked up on one topic with this issue out of what must be thousands of transfers completed every year.

[Cleoriff]

6 years ago I moved from PAYG to Contract. They sent me a new sim. I was in town and popped into my O2 store. The switch was completed before I walked out of the shop.

Even if you do it yourself it takes no longer than 24 hrs and usually is far quicker.