"Details don't match" when trying to upgrade at Carphone Warehouse

[Anonymous]

I've been in touch with Carphone Warehouse with regards to upgrading, but they're telling me that their systems are saying that my details don't match with.

I've been through my O2 account and given identical details to CW.

I received my last bill of this contract yesterday, and the contract ends at the start of next month.

I can't phone O2 right now to ask what's going on as I currently can't physically talk.

Live Chat is saying that all agents are currently busy.

I'd upgrade directly with O2 but they don't currently have the phone I want (Nexus 5X).

Can anyone suggest anything that I may be missing?

[viridis]

Has your card changed registered address since taking our contract?

[Anonymous]

No. I've been at this address for over 3 years, I moved to O2 in 2013.

[viridis]

It is an odd one,
Not sure what it could be, unless your postcode or address is formatted different by O2 on their system.

[Cleoriff · Accepted solution]

Any chance you could contact CPW again and get them to double check? It sounds like a system glitch their end if all your details are correct.

If you can't physically talk ask someone to do it on your behalf....?

[Anonymous]

Darn, I was hoping there was something obvious that I was missing.

Thanks for your thoughts.

Live Chat has just become available so hopefully I can get an answer.

Ta

[viridis]

My sister in law had this problem with CPW but another network.
In her case it was because her payment card was not registered at same address as the contract was registered to, that's why I asked about card earlier,
I think the only people who can help is customer service or CPW tbh.
Hope you get it sorted.

[Anonymous]

O2 say all me details are correct, so CPW must have mistyped something somewhere.
I'll go through it with them (again!) as soon as I get my voice back!

[MI5]

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@Anonymous wrote:
O2 say all me details are correct, so CPW must have mistyped something somewhere.
I'll go through it with them (again!) as soon as I get my voice back!

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Just make sure they aren't using it as an excuse to force you into a new contract, rather than an upgrade?

[Cleoriff]

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@Anonymous wrote:
O2 say all me details are correct, so CPW must have mistyped something somewhere.
I'll go through it with them (again!) as soon as I get my voice back!

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Best of luck @Anonymous