Upgrade gone wrong

MattTheMan · ‎14-02-2020

Hi,

So last night I decided I wanted a Surface Pro X tablet and saw that you did them on O2. I went through the checkout and right at the end it said do you want to upgrade instead. I thought well that will save me some money so I went with that option. My contract was with an iPhone XR. It asked me if I wanted a new SIM card, I said no as I intended to leave the SIM in the phone.

I picked up the Surface this morning and it seems I'm on a tablet tariff which doesn't include calls. I must have missed this (but realistically they all come with unlimited texts and mins anyway) but I thought there must be a bolt on or maybe I can upgrade the tariff to include calls but I'm being told no.

I don't understand how you can allow an upgrade from an obviously phone based tariff to one that isn't? You advertise the device as seperate from the sim but clearly it isn't. I can make calls on the SIM card, but at 55p a minute and no way to bundle some in.

I'm told to do the 1.5 hour round trip back to the shop and cancel the upgrade. Which is costly and quite frankly disappointing. Is there nothing else that can be done?

Thanks

Bambino · ‎14-02-2020

Okay. I guess I misunderstood your post. If our admin can't help you're just going to have to keep trying with customer service. Doesn't seem to be many options for you.

I DO NOT WORK FOR O2

Martin-O2 · ‎17-02-2020

Cheers for the tag @MI5!

@MattTheMan I'm sure we can get this sorted out for you. I'll send you a message to grab some details and then I'll escalate this to our Guru team.

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MattTheMan · ‎19-02-2020

Hi Martin, thanks for your offer of help but the O2 store have come through with a solution. They offered for it to be sent back and the tariff restored or for the number to be swapped to another SIM card on another contract. Stress over.

MI5 · ‎19-02-2020

@MattTheMan wrote:
Hi Martin, thanks for your offer of help but the O2 store have come through with a solution. They offered for it to be sent back and the tariff restored or for the number to be swapped to another SIM card on another contract. Stress over.

Which is eactly the correct process and what they should have done from the start!

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Martin-O2 · ‎19-02-2020

Great news @MattTheMan! Thanks for dropping in to let us know. If you have any further difficulties then give us a shout.

→ COVID-19 support - Help and support from O2 during the lockdown
→ Access for You: Registration - Find out how to register for our Access for You service.
→ Just joined the community or thinking of registering? Check out this handy starter guide!
→ Have a query about your account? login to My O2 for help

If you'd like to take part, why not register?

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