Valid ID

[Anonymous]

I don’t have a passport and I am medically unfit to drive or get provisional can someone please tell me what other ID is valid as I wasn’t able to collect my upgrade today because of this.

[MI5]

There is still no consistency though as we discussed this a couple of weeks ago and that customer only needed their pin to collect the phone, nothing else.
The policy clearly varies from store to store so the only real way of knowing is to call your store in advance to check what details they require.

[jonsie]

Totally agree @MI5 but I would still advise taking a passport or driving license along with the pin to be sure. Bit of a minefield of conflicting information from some stores customer service and the website. 

[MI5]

Par for the course.....

[jonsie]

Yes and quite ridiculous considering Kaylee's circumstances! 

[Cleoriff]

And certainly wasn't the advice given to @Anonymous at her particular store....Pretty outrageous really..

Anyway hopefully it can be sorted with help from @Martin-O2

[MI5]

Let's hope so

[Martin-O2]

Happy to jump on this one guys! I'm still waiting for a PM from @Anonymous but as soon as I have that I'll do all I can to help. 

[Anonymous]

Hi guys,

Really sorry haven’t been online been busy! I’m also struggling how to tag you all so you get my update. Anyway. O2 lady rang me back today. She’s sorted my upgrades and she’s also told me a manager at CS has told her because of everything that happened instead of sending our phones back
To trade in we can also keep them as well as getting our new ones they are recycling my old phone for £305 which I get to keep instead of trade in and I could of traded my other device in for £360 but my mom didn’t want to give her old phone up. Basically something to do with the system complexity closing contract down when the new handsets were sent back and new contracts cancelled. So my phone and new accessories are one the way and iv got £305 due to drop in account anytime soon!!! Really happy with what they’ve done. Thank you for everyone’s advice on here. The lady at CS said that click and collect orders are deffo 100% driving licence/passport only. Upgrades on the phone no ID, I have hadn’t conflicting advice on instore upgrade - one store said no ID a different store said yes ID and when I asked CS they said ID is required to upgrade in store with upto date iPhones.

[Cleoriff]

Hi @Anonymous So pleased things have worked out for you. Perseverance pays off though it was a bit sad that you had conflicting advice from so many O2 advisors.

Please come back and let us know when it's all sorted. You will be very welcome.

Incidentally for future reference re tagging.....if you do this symbol.. @.. a drop down menu appears with all the people who have posted on the thread, such as me @Cleoriff... you then click on the name of the person you want to tag or mention

Also, if you wanted to send @Martin-O2 a private message then either click on his name...or do it via this route

https://community.o2.co.uk/t5/notes/privatenotespage/tab/compose/note-to-user-id/2355462

Best of luck with it all and look forward to hearing from you again

[MI5]

I asked in a store yesterday and they also confirmed photo id was required to upgrade in store.