Upgrade became new order

[smc]

Anyone else upgraded, ie changed tariff and got new phone and found it was not upgraded but dealt with as a new order????

Upgraded couple weeks ago and today discovered a second number had been applied to account and this had new tariff and old tariff still running and being used up!!

They are now supposed to be swapping old number onto new sim (still waiting several hours later) so new tariff can be used but have feeling will be charged for both tariffs this month!!! 

[MI5 · Accepted solution]

You should contact customer services asap to sort this out and get them to waive any additional costs for this month.
If cs can't help you can lodge a complaint https://www.o2.co.uk/how-to-complain

[smc]

Thanks for the advice!

I will tackle the charges once sim swap has happened, frustating it is taking so long!

Am very curious if this situation has happened to anyone else! 

[MI5]

How and where did you "upgrade" ?

[jonsie]

We find this happening frequently unfortunately. So many customers  have found this and obviously we only see the people joining the community to complain about this. It just makes me wonder about the hundreds of others we don't get to hear about.

[smc]

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wrote:
How and where did you "upgrade" ?

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On o2 website via upgrade section on my account

[smc]

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@jonsiewrote:

We find this happening frequently unfortunately. So many customers  have found this and obviously we only see the people joining the community to complain about this. It just makes me wonder about the hundreds of others we don't get to hear about.

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Actually glad to hear am not alone in this!!! 

[MI5]

Well they have no excuses for messing it up.
Whoever processed the order did it wrong, either by accident or deliberately!

[smc]

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wrote:
Well they have no excuses for messing it up.
Whoever processed the order did it wrong, either by accident or deliberately!

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When I contacted them today I did feel like they were blaming me for doing it wrong but I really don't think I did so will challenge them on it so am not paying two tariffs. 

Wish they'd hurry up with sim swap, waiting is sooooo frustrating!!!

[MI5]

I don't wish to ruin your weekend but the number change may not happen until Monday 😞