Upgrade not working?!

[Anonymous]

Hi, I really want to upgrade and as of yesterday I am eligible, but the website won't allow me to do it - when I click the link it contradicts my account page and tells me I can't upgrade. I tried doing it over the phone instead but apparently the problem extends to your whole system! I've not heard back from anyone since yesterday, the problem is still there and I'm getting increasingly frustrated at the lack of resolution. I just want a new phone! Please help...

[Liquid · Accepted solution]

That's a weird one.

I'd advise calling CS and asking when your allowed to upgrade and proceed from there.

It's unlikely you'll get a call back if I'm honest so your best of trying them again.

Have you tried the web again today?

[MiamiGuy]

When you say you have not heard back from anyone, I assume that you were promised a call back from someone?

If not, I would either try again online using the correct log in details, go into store or call upgrades.

[Anonymous]

It could be possible that you aren't able to yet or there is a glitch in the system

[Anonymous]

Thanks guys. I'm definitely eligible to upgrade - it seems that it's a system wide error that they've never seen before and affects only me!! I have some IT people on it apparently... Just typical when I'm so desperate to upgrade!!

[Anonymous]

did they say why it was only you

[Anonymous]

Nope they've no idea - I'm a random anomaly! It sounds like IT are on it though and the lovely customer service lady is checking it's progress regularly throughout the day, ready to feedback.

My only gripe over it all is that a cs person I spoke to earlier today (not afore mentioned helpful lady) told me that the only place I'd be able to get an upgrade whilst this was happening, was the O2 store and I'd get exactly the same deal. Wasn't happy after walking 1/2 hr to get to my local store only to be told the cs person had talked rubbish and I'd be charged £40 more in store! 

Oh well!

[Anonymous]

you do tend to pay more instore than online, lots of people got caught out like this when the iphone 5 was launched

[Silver_Lake]

Hi. I had exactly the same problem last week on the O2 website. I'm on a SIM only 12 month contract, and since the first day, it says that I'm eligible for an upgrade. Tried to do the upgrade to a full handset contract online, only to get a message that something went wrong. Have been repeatedly told by O2 by phone that I'm eligible, so no point phoning up again, unless they can override the problem. What I don't understand, is that I thought every customer on 12 month SIM only contracts have to wait a minimum of 3 months to upgrade, after 3 months bills have been paid, but if that was true, then why isn't there an upgrade date for 3 months time, counting down until my 3rd month upgrade date, which is 7th January 2025. Can anyone advise ?

[Oxonian]

The first point to note @Silver_Lake is that you have been far better starting a news conversation rather than tagging your question onto a thread that has been dormant for nearly 12 years !

You need to contact O2 again about your problem. Unfortunately, this is a customer to customer community so we cannot access your account or provide other direct help.

I suggest that you message the sales' team on O2 via social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media teams are based in the UK and have a good reputation for solving customer problems. 👍