Upgrading

[Loz58]

Has anybody tried to upgrade and it’s said they can’t take the payment because home address is different to billing address, but everything is up to date, I’ve tried, I’ve checked everything and everything is how it should be but it still won’t allow me

[MI5]

@Loz58 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.

[jonsie]

The card you are using is in your name?

Is there anything that's slightly different from your bank account address and the address registered on O2?