Upgrade Failure

[Anonymous]

 Hi,

So. I've been trying for the past two days to upgrade my phone through O2 Refresh. Every time I try, it always seems to hit the same error over and over again.

The error lies within the actual checkout/payment page. I get past the details check, the code part, etc. and I get to the part where I enter my card details for upfront payment. You have to select your billing address before you can enter you card details, so I do that. Address is fine, I click the box and the box turns blue (showing that I have successfully selected it). Enter all my card details, get past my bank's 3D check thing.

The page then should go to confirmation or whatever, but instead it simply refreshes itself and then at the top of the form there is a red bar saying that there is an error. Then, where you are supposed to enter your card details, there is another red bar that contains the message:

"Sorry your card payment did not go through. Please select a billing address to retry payment."

When I scroll up again, for some reason the box with my address in it has turned grey. Basically my address has 'unselected' itself, probably messing up the whole form.

I'm seriously annoyed and angry as hell because I've tried the whole form about 20+ times with two different cards, sometimes re-entering my address to make sure it's right. All failed. Talked to about five different customer advisors and all walked me through the whole painful process. Failed with them too.

Every. Single. Time. I get this error. It's driving me insane. I'm pretty sure it's something wrong with the website now. Internet connection is perfect. On both cards I've tried other online purchases are not being rejected.

Is there another way I can get an upgrade, and pay for it and everything without going through this stupid online glitch? If there isn't then O2 please fix this ASAP because it's seriously troublesome as heck.

[Cleoriff]

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@Anonymous wrote:

the way round that of course would be get it delivered to home if possible and someone to forward round it.

I shall see about reading posts in full before I respond, might save me talking complete rubbish (then again it might not lol)

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Reading in full is never 'normally' a problem for me...Its the understanding of it all...

[jonsie]

I think I would wait....an expensive phone trusted to couriers and customs...nope I don't think so.

[Anonymous]

I don't actually think this is location related as im in the uk and just got the same error...tried several times and no joy 😞

Also card is fine and theres money in the account 😞

any ideas?

[Cleoriff]

Hi @Anonymous This is usually down to an address or postcode error. However in your post you say you have 'tried several times'. This is another reason for failure. You would need to leave this at least 24hrs before trying again. It would be far better to pop into an O2 store. If in stock it will be far quicker....

[MI5]

We are getting reports of many failures all across the website just lately.
If you are trying to upgrade you will find it easier to go into an of shop to do it if you can.

[jonsie]

If you can spare the time and distance isn't an issue, save yourself a whole heap of stress by going instore.

[Anonymous]

I had the same message appear how ever mine was much words. The large sum of money was acctualy taken from my accoutn but never reached o2. I ended up having to wait 7 days to get it back. There is no o2 store where I live so I suppose I'll need to travel in order to upgrade my broken Sony Xperia Z3 plus to the new Samsung Galaxy s7 Edge

[Anonymous]

My spelling is awful lol... worse* account*

[MI5]

Upgrading in store is much less stressful if you can do it that way.