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Level 6: Acolyte
Posts: 153
Registered: ‎05-11-2013
Accepted Solution

Upgrade on us woes

So I did the 'upgrade on us' thing for the first time when it came up as a pop up on my app. I followed the directions and picked my phone, signed up for the tariff I wanted etc. Then I had a thought after I'd paid my £29.99 up front fee that perhaps I had done it wrong (I am a huge control freak so I have to be sure) and I rang up customer service to check that it was not a new contract and was in fact the upgrade. He confirmed that it was definitely not a new contract, it was an upgrade and that when I take my phone in, all will be good. 

Anyway this morning I log in and now see two separate contracts on my account and ring them up again, explain the situation and the woman tells me that not only have I opened a separate contract but that you cannot use the upgrade on us, online. Only in store (???). 

The phone was in transit to my chosen store so I told her to cancel the new contract because that is not what I wanted, and said I would at a later date go in and sort the upgrade.

She said she was writing down to make a note to call the store at 9am when they opened and once back in stock they'd give me a call. I am having to rely on the trust and word of one employee when my trust in them (on account of the misleading statement made on Friday) is not optimal. So now I am trying not to let my control freakiness take over and believe that they will do as they say.

This is not the best start to my Monday morning.

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Posts: 13,356
Topics: 82
Registered: ‎14-01-2014

Re: Upgrade on us woes

Did you not hand in your old phone?
Upgrade on us is only applicable on an upgrade on us tariff and is subject to you trading in your old handset (so not really on them as you're paying in goods)



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Posts: 102,129
Topics: 550
Solutions: 13,003
Registered: ‎04-04-2012

Re: Upgrade on us woes

We’re also told that it has to be done in store although the T&C’s don’t mention that detail.
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.

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OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Posts: 80,297
Topics: 573
Solutions: 3,845
Registered: ‎04-01-2009

Re: Upgrade on us woes

Definitely has to be done instore so she was perfectly correct with that as you have to wipe your phone and hand it back. 

I honestly wouldn't put too much faith in the store calling you. Much better to do it yourself at the first opportunity. 

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Level 6: Acolyte
Posts: 153
Registered: ‎05-11-2013

Re: Upgrade on us woes

I haven't even been in store yet as the phone is in transit - I was told by the guy I spoke to on Friday that when I go in to pick it up, I hand my other phone in (which I was happy to do) I am now told that it's a separate contract entirely.

I am not sure what you mean by 'I honestly wouldn't put too much faith in the store calling you. Much better to do it yourself at the first opportunity'

I didn't ask the store to call me ... I asked the customer service Rep to call me when the contract was cancelled. I cannot cancel it myself so I spoke to customer service who said they'd call the store to tell them to return the phone and when the phone reaches them back at the depot then they will cancel.
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Level 6: Acolyte
Posts: 153
Registered: ‎05-11-2013

Re: Upgrade on us woes

Apologies I think I mistyped in my original message - I didn't mean the store was going to call me back, I meant she was.
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Community Manager
Posts: 7,001
Registered: ‎23-07-2014

Re: Upgrade on us woes

Hi @bexinthecity, how are you doing with the contract/upgrade - did you manage to sort it out with customer service? 

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Level 6: Acolyte
Posts: 153
Registered: ‎05-11-2013

Re: Upgrade on us woes

Well I have had to make several calls back and forth with the store (as they had no idea what I was talking about when I called so no call was made from customer service to them it seems, as promised!) and they promised to send it back. I did have an email this morning to say my order had been cancelled as it had not been collected in 7 days (that's not true so I'm guessing this is the auto message they use for cancelled orders) but the contract is still showing in my account so I'm gonna give them a call tomorrow to see what's happening with it and my £29.99.

 

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Community Manager
Posts: 7,001
Registered: ‎23-07-2014

Re: Upgrade on us woes

Thanks for the update @bexinthecity, let us know how it goes tomorrow!

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? See if the My O2 how-to guide will help


If you'd like to take part, why not register? Smiley Happy
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Level 6: Acolyte
Posts: 153
Registered: ‎05-11-2013

Re: Upgrade on us woes

Well this has now been resolved - at least one CS rep kept their promise and called me back to let me know. The other hasn't bothered at all despite promises but there we are.


The order was cancelled and I am now free to go in and upgrade and I should receive my up front refund in 7 days!