Want to switch me extra offer from Disney+ to Amazon Prime

[CafeMason]

I want to know why when I chose the plan I wanted it said I could choose between Disney+ and Amazon Prime, but when I called to get it switched from Disney+ I was told that was the only one I could get. I haven’t activated my extra yet.

[MI5]

@CafeMason 

It doesn't appear that Prime is available currently, only Amazon music https://www.o2.co.uk/extras

[CafeMason]

It says amazon prime video right after music in that link you sent.

[MI5 · Accepted solution]

So it does.

Must get my glasses checked

You'll need to call customer service as we can't access accounts on here.
Numbers here Guide: Coronavirus Community Help and Support 
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.
8.00am is the best time to call if you can.

[CafeMason]

I mean I called once and said it couldn’t be changed. Which isn’t acceptable since I it was an option when I looked at the plan before signing up. I’ll call with these steps. But keeping my issue unresolved till it is changed.

[Bambino]

@O2KyleW can you advise @CafeMason?

[Bambino]

It appears that the O2 advisor I tagged never acknowledged the tag, @CafeMason, so the best I can do is tag another advisor, @O2Lisa, but she won't be on duty until Monday morning. Sorry.

[CafeMason]

I called again and got it sorted. Turns out the first person was just wrong.

[O2Lisa]

Thanks for the tag @Bambino 

Ah glad it's all sorted for you @CafeMason, sorry about that, if you need anything else you can always send me a private message and I'll do my best to help