Upgrade

[jotenno]

I upgraded one of my phones (that my daughter uses) Last November, she had a new number.

I have just noticed the old phone was never cancelled & I have been paying £22 a month for it since then 😣 thats around £170 for a phone that has not been used - is there anything I can do about this please?

[Anonymous · Accepted solution]

Hi @jotenno you need to speak to customer service & cancel the contract. Here’s a guide to cancelling 

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-Your-Contract-A-Guide/ba-p/566774

[jonsie]

Instead of upgrading you took out a new contract which ran alongside her current contract. Whether that was the fault of the adviser or whether you did it online, you needed to cancel the contract. The confusion possibly arose by not keeping her originalnumber. Cancel now as per the link above. As for what you can do? Your best option is to speak to them and failing any satisfactory assistance, you may need to make a complaint.

https://www.o2.co.uk/how-to-complain

https://www.resolver.co.uk/freeadvice/companies/o2-complaints/services

[jotenno]

Thankyou x

[jonsie]

Good luck, hope you get refunded but it may take a while. O2 don't do instant

[Tsidkenu1es]

Hi  @jotenno and  to O2 Community Forum...!  ...O2 users are the community concerned...! 

We  when you talk to them... as @Anonymous suggested or even make the complain... as @jonsie indicated...you never know... you may even have a surprised... Like some money refund... keep your fingers 

And all the best to you...! 

[jotenno]

Thankyou - I have 7 contracts with them otherwise I would of noticed before 😣
Hopefully with the amount I spend each month they will refund me for this one! X

[Anonymous]

Good luck with it 

[jotenno]

Thankyou all - after spending hours on live chat & then the phone I have got my refund 😁

A helpful gentleman found the notes of where I requested the old number cancelled, they are not sure what happened but they have sorted it out x

[jonsie]

Brilliant and well done @jotenno