Upgrade credit check

[lyesbkz]

Hello, I'm trying to upgrade my SIM Only plan (to another SIM Only plan). Every post on this forum says this does not involve a credit check, and I called O2 and they advised on the phone that an upgrade of an existing line does not do a hard search and won't impact my credit score.

However I keep getting to the same page at checkout that makes it very clear there will be a hard search.

I don't understand why is this happening when it goes against everything the community and O2 itself is saying. Could it be a bug in the website or something?

[MI5]

@lyesbkz 

Are you sure you are following the upgrade path and not trying to get a new contract? 

Definitely no credit checks usually for upgrades.

[lyesbkz]

Hi, thanks for your reply. Yes, I'm confident I'm doing the upgrade flow correctly (I've tried three times over the last few days). This is the screen I see in the basket before checking out and it says Upgrade at the top and shows my number which I've edited out:

After I click on check out, I am asked to do an eligibility check which asks about my employment status and salary, then I get the pre-contract documents emailed to me, then confirm my bank account details which are already there and after that it's the credit check screen in my previous post

[MI5]

@lyesbkz 

I'll ask @O2Emma to help you.

[O2Emma]

Hi @MI5 I will pick this up thanks .

Hi @lyesbkz I will send you a private message to look into this for you.

[lyesbkz]

By way of an update I have called O2 again and it seems to be some problem with this new '360' system. I still can't complete my upgrade because it forces me through a checkout flow for new customers that includes the mandatory credit check, even though it's definitely an upgrade in my basket.

It seems I can only speak to either staff who want to help and say it shouldn't need a credit check to upgrade (but they can't access my account because it's on the new system), or forwarded to people who can access my account on the new system but then don't seem interested in helping and tell me to just do the credit check ("don't worry it definitely won't impact your score" but the website says it will).

This could do with being a bit more joined up. Is there anyone who can look into this who has oversight of everything at once, as it still appears to be a bug with the checkout...

[pgn]

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@lyesbkz wrote:

By way of an update I have called O2 again and it seems to be some problem with this new '360' system. I still can't complete my upgrade because it forces me through a checkout flow for new customers that includes the mandatory credit check, even though it's definitely an upgrade in my basket.

It seems I can only speak to either staff who want to help and say it shouldn't need a credit check to upgrade (but they can't access my account because it's on the new system), or forwarded to people who can access my account on the new system but then don't seem interested in helping and tell me to just do the credit check ("don't worry it definitely won't impact your score" but the website says it will).

This could do with being a bit more joined up. Is there anyone who can look into this who has oversight of everything at once, as it still appears to be a bug with the checkout...

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One for the 360 team, @ColinO2 - renewals typically have not required a full credit check.

Meantime, as per @Chris_K's post a while back ( https://community.o2.co.uk/t5/Welcome-News/O2-System-Updates-What-you-need-to-know/m-p/1544225/highl... ),

- it should be possible to transfer a web purchase to a shop, if there is an O2 Shop nearby, @lyesbkz - worth a shot, and you can talk face-to-face with one of the O2 Shop staff to be sure?

[greycloud]

Hello. I have the same issue today. I'm trying to upgrade but it's going through the normal credit check as if I was taking up a new contract. Any update on this? @O2Emma or @lyesbkz - did you get it sorted?

[pgn]

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@greycloud wrote:

Hello. I have the same issue today. I'm trying to upgrade but it's going through the normal credit check as if I was taking up a new contract. Any update on this? @O2Emma or @lyesbkz - did you get it sorted?

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Advisor assistance today from @O2Helen01 - but as per advice above, try heading into your nearest O2 Shop, with proof of address and photo id, @greycloud. Good luck!

[lyesbkz]

Hi, no I haven’t been able to get this sorted yet. I was going to try going in store (after adding the upgrade to my basket) but haven’t had the chance yet. 

Meanwhile some other people I’ve spoken to have been made to do the credit check when upgrading so maybe it’s a new requirement after all.