Unable to upgrade my phone via the checkout page online due to an OTAC error

[aldavcar]

Yesterday I had nightmare trying to upgrade my phone to a Google Pixel 7 PRO due to an OTAC error "You can't use this service, or your code limit has been reached" on the O2 website.

I have tried online using the website, online via live chat and over the phone the phone to a sales agent.  But each time I come to final checkout process I get the OTAC error message.

I tried phoning O2 Customer Services but spoke to a very unhelp individual who did not know what the error was, even after taking 15 minutes to speak to his manager, he still did know what the errors was.

I thought the OTAC error might have reset itself overnight but still no joy, I keep getting the OTAC error this morning.

Unfortunately it looks like I cannot upgrade my phone with O2 and will have to go another provider to purchase the phone I want.

[pgn]

Other 3rd party resellers are available for upgrades on O2, @aldavcar - affordablemobiles or mobilephonesdirect.

Meantime you need to talk to Order Management, the sales team as they can help with that – message them on Social Media if that works best for you -on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

[madasaf1sh]

@aldavcar 

Customer services, would be no good in this instance, you need to speak to the Sales Team, as they are the ones who can get round this

Call them on 0800 081 0255  as they need to reset your One Time Password.... or pop into an o2 shop...

[aldavcar]

Spoke to the Sales Team this morning who said they cannot do anything.  He again was very unhelpful and said to keep checking the website and eventually it might reset my code limit.  He like the customer services guy yesterday did not give me any confidence my code limit will be reset.

[madasaf1sh]

@aldavcar 

let me tag @O2Sarah- 

Who may be able to help..

[O2Sarah-]

Thanks for the tag @madasaf1sh 

@aldavcar  I will send you a private message to see if there is anything we can suggest. 

[aldavcar]

Finally manged to place my upgrade order via the checkout web page.

Thanks @O2Sarah-  @madasaf1sh @pgn  for your help today.

I think though a lot of time and effort would not have been wasted if the OTAC error "You can't use this service, or your code limit has been reached" on the O2 web page was clearer and told you a security time restriction was in place for 24 hours until your order can be processed online.

[pgn]

You are welcome, @aldavcar - hope your new phone arrives when promised and meets your needs.

[madasaf1sh]

Glad your all sorted, enjoy the Pixel 7 Pro  

[freakystyled]

I've had exact the same error, trying to check out last night led me to this OTAC error.. which is weird, cause now it wasn't letting me login to the forum's and it just sent me an OTC ..