o2 refresh ‘upgrade on us’

[Jamesey91]

Hi,

I am now due an upgrade on o2 refresh after 12 months, it says ‘upgrade on us when you trade in your device’.

I have just noticed though that it says something along the lines of ‘there is £410 outstanding on your device this will be added to your basket and is to be paid on checkout’ - I know the phone trade in amount is to be paid back to me but I was under the impression that I traded the phone in when I collected the phone from the o2 store and that I wouldn’t have to pay the amount up front.

Can someone clarify the process please?

[Cleoriff]

Hi @Jamesey91 You need to look at this thread and see how Refresh works...

https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-does-O2-Refresh-work/ba-p/1014093

More about upgrading here https://www.o2.co.uk/help/pay-monthly/upgrading-your-device

[Jamesey91]

Thank you @Cleoriff - I did see this thread, the confusion really is the way it is worded ‘upgrade on us’ and then they ask for the payment, I just expected that it would be traded in at the o2 store and then good to go really.

So it seems the only way to do it is to pay the full amount outstanding and then send the phone in for that to be paid back to me?

[Jamesey91]

If that’s the case I’m happy with that but I will use Envirofone to trade in my phone as it’s worth another £50 on there, bit silly on o2 part really as would have used their service if it were more streamlined

[Cleoriff · Accepted solution]

It is after 12 months @Jamesey91 Have a look at this thread which explains it better and from a customers perspective...https://community.o2.co.uk/t5/Apple-iOS-Devices-iPhone-iPad/quot-Upgrade-on-us-after-12-months-quot-...

[Jamesey91]

Interesing, so it looks like if I call them I don’t need to pay that up front, classic o2 confusing/conflicting information! Lol - appreciate your help