Trying to Upgrade

[DVC]

Hi

I'm due an upgrade but can't afford one of the new phones - the Nokia 920 refurb caught my eye and I fancied that. (£14 pm and £60 to pay)

If I go via the plain Shop online it is in stock and I can buy it but if I go via my Upgrade options, it's there but out of stock???  This implies a new customer could buy it but a loyal (some 30 years!!) customer can not?? Maybe it's just a web glitch.  Now it's September,maybe there'll be more refurbs around?

If I do go via the Shop will I end up with 2 tariffs to pay for??

Customer services useless - it takes 20 mins before I get passed on to the upgrades team and they only deal with new phones! Can anyone help out?

Viv

[Bambino]

I think the phones and the stores are busy because of the introduction of 4G. They will get even busier when the new iPhone gets released, so best to try and sort things out asap.

[Anonymous]

I've been trying to upgrade for a while now and i'm on hold for more that 10 min. I get fed up of waiting. It never used to be like this. I tried their upgrade option online and it give the same deals and new customers. Is that all i get for being a loyal customer for almost 10 years. I want to talk to someone and get my options. 

[jonsie]

Existing customers are treated exactly yhe same as new customers now that O2 have adopted the fair for all policy.

To speak to someone you will have to be patient and go through 202.

[Anonymous]

No problems aldaweb.

At least the OP got the info twice.

Lol

[DVC]

Hmm, got thru to CS at last.

It seems they have different stock levels for these two departments (new users and upgraders).

Their answer is to sign up for the new refurb phone - get this working foa day or two then contact CS to close the former a/c - calling it a duplicate a/c and transfre the number.

Simples.

Hmm - not quite the Fair Policy for all users but it seems a way out .

[Anonymous]

You must be really taken with the phone to go through that process

[jonsie]

Not a very good way to do business on O2's part. I can see all sorts of complications if things go wrong.

[DVC]

well - it's 100s if you buy a new one and free for a refurb

[DVC]

another pain is that tried to make things easier fo O2 by just having the one a/c for 2 phones - hmm, not easier for us as of course they will only deal with the main a/c holder (my wife) . . . so gave up trying to buy the phone online  . . . will have to wait until tonight when the wife can order it using her card etc . .  as you say is it worth all this hassle!!

[DVC]

Can't find mention of that "Fair for all " policy anywhere . .