Watch upgrade cancelled my sim only contract

[ROCKHOPPER2025]

Hi , 

I had a sim only contract and decided I wanted to get a watch on my account. 

However what i didnt realise was i should of done an add on and not an upgrade as what happened is my phone contract was replaced with a data only plan and can no longer make or receive calls or texts. 

Called customer service to say I must wait 7 days or go to a shop , I went to a shop 4 days ago who said I must wait 24hrs and bring watch back and start a new contract which they will swap my original number too. I went back today where they  cancelled the watch and was to start a new one but the original was on offer and they wouldn't honour it , so I decided to cancel and return. They then said I must still wait another 24 hours and come back and start a new contract. 

My issue now as I stated from the start to the shop is I didn't really want to enter into a new contract as my old one was out of contract . Now I have no watch and have essentially cancelled during my 14 day cooling period but the shop is saying I still have to enter into a new 12 month or 24 month contract? Surely this can't be correct? I said surely i should be put back as if I never ordered the watch on my existing rolling contract and they said it can't be done. 

I know i made a mistake with the upgrade but has anyone had this issue and know where I stand. 

I plan on upgrading my phone next year and don't want to be tied into any particular network so I can get the best deal even if its with another network. 

The whole thing has been a massive pain and still do not have use of my phone number and am having to use a temporary pay as you go. 

Thanks and sorry for the long post. 

[pgn]

Be sure of the rules, O2 shop and web sales staff often are not, @ROCKHOPPER2025 

https://www.o2.co.uk/help/phones-and-devices/returns-and-repairs/returning-your-device

[ROCKHOPPER2025]

Hi pgn 

Thanks for replying. I read through the link you provided and whilst offers some good information it didn't provide any clarification on reverting back on sim only contracts during a 14 day cooling period and only about changing  your mind on devices and returning. 

Ive now left o2 after an unsatisfactory resolve. 

Basically after alot of back and fourth the only option i was given is I made a mistake and must now sign a new 24 month contract.

The thing is I understand it was my mistake and I own it but for me its the whole no wiggle room on anything and how they have dealt with issue. 

For starters I ordered a watch that was on offer and the only way they said I could get my number back was to cancel the watch and take out a new one. Thats fine but then because the offer finished they wanted me to pay full price for the new order absolutely no wiggle room and no exceptions. 

Then I was told to get a contract paying similar to what I had to I had to sign a 24 month contract,  i asked if I could get a 12 month contract same amount of data with a slight discount so its only a bit more than I was paying . Nope no wiggle room,no exceptions . My options are new 24 month contract or pay 3 times the amount. 

So after thinking about it ive now left o2 for another provider where I pay just 1p more for 8gb more data on a 30 day rolling contract and the funny part is they use the o2 network so my  coverage etc remains the same. 

I've always said you shouldn't rate a company on any issues you have but their ability to fix them problems when they arise and this instant I just felt o2 failed. 

I had a similar issue with virgin last year but was their fault with an offer I signed up for and after alot of back and fourth the only way they could do it was to give me the deal at full price but then a manager did a custom discount for the reminder of my contract so I got the deal they promised. So these companies do have wiggle room but they just choose not to. 

Either way ive actually ended up with a better deal and I may potentially come back to o2 in the future whens its time for a phone upgrade if they happen to have the best offer. For now I like not being tied into a 24 contract and the ability to shop about. 

[pgn]

Glad to be able to help, even if only a little. Hope your new mobile experience is better than you had with O2, @ROCKHOPPER2025