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?

[Cleoriff]

I certainly hope it's NOT a new requirement for an upgrade @lyesbkz .

We were assured this transition to the 360 system would be seamless.  I'm not seeing much of that if honest!!

[O2Helen01]

Morning all, thanks for the tag @pgn. @greycloud  I'm going to send you a message privately and we can discuss your issue further.

[madasaf1sh]

Didnt go through one the other week, when I did my switch up. 

You do need to go through the affordability check though...

[greycloud]

After the affordability check they ask you for a proper credit check - it’s a step I can’t skip. 

[Enlli]

On 360

I took out a new contract just before the RPI increase to avoid the price rise. Told them I already was a customer and it was processed similar to an upgrade. 

Got a message saying "please wait while we do a credit check" 30 seconds later the process started again and I was on a new contract with my old number and all my Volt Benefits (No 14 day wait)

Experian and Clearscore not showing any hard search.

[greycloud]

Hello. I still haven't received any reply from @O2Helen01 ?? Can anyone help please?

[madasaf1sh]

@greycloud 

As everyone has said, you need to click OK, as there is no way past this... and remember o2 reserve the right to run a credit check, as you are taking out a regulated agreement. but as we have all said who have been through this recently, we haven't had a credit check against us, all that will appear is a new CCA on your credit file.. 

if you do it in a shop or over the phone the same will happen.

I would just click on continue or approve, and carry on.  There is no way round it. 

[Rooney18810932]

So even though I’m a customer . When I upgrade to a phone I have to go through a credit check. Or not ?

[Enlli]

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@Rooney18810932 wrote:

So even though I’m a customer . When I upgrade to a phone I have to go through a credit check. Or not ?

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If you are SIM only and taking out a phone then I would say yes as you would be entering into what is effectively a 2 or 3 year credit agreement

[O2Sarah-]

Good morning @greycloud 

@O2Helen01 has asked if I can take a look at this.

I will send you a private message shortly so we can get started 😊