Upgrade on us advice needed

[Paul112]

Hello everyone, so today (06/10/17) I received a notification from the MyO2 app saying "Speed to refresh, login today and upgrade today. On us." So went through with the upgrade paid 59.99 towards the contract to make it less of a monthly payment, opted for click and collect as the contract is in my father's name, my dad text me to let me know he picked up the phone and I log back into myo2 later that day and it has gone down as a new line

[MI5]

Just call customer service on 202 and cancel the old contract.

[adamtemp64]

you need to do upgrade on us in store and take the old handset in did you follow the process as described in the t&C https://www.o2.co.uk/termsandconditions/rewards/yearly-upgrade-terms-and-conditions

[MI5]

I can’t see where it says in store only?

[adamtemp64]

the new t&c do not mention it but the old ones point 5 in store and that handset has to be returned and checked which is why it was done in store done my last 2 that way the t&c that were vaild last year are these ones https://www.o2.co.uk/termsandconditions/archive/promotions/yearly-upgrade-terms-and-conditions-up-to...

[Paul112]

They're giving me the run around at customer services, I took a screenshot on my old phone to prove I got the notification, the advisor requested I sent this via email and told me I shouldn't have received the notification, I called back through to the upgrades team again and he said his advisor had received the same notification as well as a number of O2 customers in error, and that the only thing I can do is cancel the phone and send it back or pay off the remainder of the other lines device plan, doesn't sound fair to me

[adamtemp64]

@Paul112 have you read the t&c that I just posted re in store . what has happend with your old handset ? what phones are involved etc

[Paul112]

Hello @adamtemp64 no haven't read them, there was no mention of going into store or that I handed my old phone back, I clicked the notification, choose the new device and plan ordered and order was collected later that day, my initial impression was with me being a customer who had a note 7 they were following other carriers and giving us an early upgrade so I continued on with the order thinking this is canny alright like... Fells like they're just trying to fob me off

[Paul112]

My dad and his partner who collected the phone said the person who arranged it at the store mentioned it was an upgrade so it's all a bit of a mess

[Paul112]

And I wasn't on any special plan that offered a yearly upgrade either