O2 Switch Up: Everything you need to know

[Chris_K]

 
Hello everyone. As previously announced, we're making some changes to O2 Switch Up from 3 August 2023 and I've done a complete overhaul of this thread to bring it up-to-date. We're making this change so we can continue to offer a market leading proposition where customers can continue to get the latest and greatest phone, or one they’ve been eyeing up for a while, every 90 days.

What is O2 Switch Up?

With O2 Switch Up, you can swap your current phone for a new one every 90 days, as long as it meets our grading criteria. It doesn’t matter how long you’ve got left on your current contract – we’ll pay it off for you. Each time you use O2 Switch Up, the 90 days restart and you can then Switch Up again at the end of that period.

How can I get Switch Up?

You can get Switch Up by heading in store, online or by calling us on 0808 002 0202. You’ll need to take out or upgrade to a new Plus Plan, which includes Switch Up at no extra cost.

When you're ready to Switch Up, find out what condition your device needs to be in.

ℹ️ We no longer offer the O2 Switch Up Bolt On for Custom Plans. O2 Switch Up is only available on our Plus Plans

How does O2 Switch Up work?

Once you’ve got Switch Up, you’ll need to head to an O2 store and hand back your current phone, which we’ll check over to make sure it’s in good enough nick. If it is, you won’t have to pay off any outstanding costs on your current contract – we’ll settle things for you. We’ll then start you on a new Plus Plan or custom plan for whichever new phone you pick.

This sounds different to what I’m used to. What’s changing?

From 3 August 2023 we’re changing the O2 Switch Up T&Cs, so customers will be able to swap their current phone for a new one every 90 days. Customers will still get O2 Switch Up at no extra cost when they take out or upgrade to a Plus Plan.

If you got O2 Switch Up before 3 August 2023 as part of a Plus Plan tariff you can continue to swap your phone whenever you like.

We have also removed the O2 Switch Up Bolt On for Custom Plans. Customers who already have the O2 Switch Up Bolt On via a Custom Plan will still be able to swap to a new phone whenever they like, one last time. However, when redeeming, you'll need to upgrade to a Plus Plan if you want to keep O2 Switch Up. You'll be put on our new 90 day Switch Up T&Cs.

Unsure which customer scenario you fit into?

No problem, we'll help clear this up for you:

• If you currently have O2 Switch Up as part of a Plus Plan, and have continuously done so since before 3 August 2023, you can continue to swap to a new phone whenever you like. When you Switch Up, you'll be kept on our anytime Switch Up T&Cs (if you choose a Plus Plan)
• If you currently have O2 Switch Up as part of a Plus Plan, but have not continuously done so since before 3 August 2023, you can swap to a new phone every 90 days. When you Switch Up, you'll be put on our 90 day Switch Up T&Cs (if you choose a Plus Plan)
• If you currently have the O2 Switch Up Bolt On via a Custom Plan, you can swap to a new phone whenever you like, one last time. When you do Switch Up, you will have to take out a Plus Plan if you still want access to O2 Switch Up and you will then be put on our 90 day Switch Up T&Cs

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Switch Up Q&A’s
I've included below some of our top Q&A’s, but we have even more details, info, questions and answers for O2 Switch Up here on our website, so please check it out.

Spoiler

Q. What’s O2 Switch Up?

A. With O2 Switch Up, you can swap your current phone for a new one every 90 days (as long as it’s in good condition).

Q. What do I have to buy to get Switch Up?

A. To get Switch Up, you need to take out a Plus Plan with whichever phone you want. It’s not compatible with laptops, tablets, smartwatches or any other connected devices.

Q. Where can I swap my phone?

A. Head to any O2 store to swap your current phone for a new one. You can find your nearest store by heading to o2.co.uk/storelocator.

Q. Are there any restrictions?

A. You need to be on a Plus Plan. Your current phone also needs to be in good enough nick – meeting our grading criteria – and your O2 account can’t be in arrears. Upgrades may be subject to passing a credit/fraud check.

Q. What happens to my old phone?

A. To do our bit for the planet, we take back your old phone and refurbish it, wiping any data before we sell it on to someone as one of our Like New phones.

Q. When I use Switch Up, can I take advantage of the Enhanced O2 Recycle Payment as well?

A. No. You have two options to choose from once you’re ready to upgrade:

1. You can use Switch Up to get a new phone, which means you won’t get any money back when you recycle your old phone.
2. You can recycle your old phone using the Enhanced O2 Recycle Payment and be reimbursed for the recycle value of it (plus any enhanced value), but this means you won’t be able to use Switch Up.

Q. Can I add Switch Up partway through my plan?

A. There’s no need - you’ll automatically get O2 Switch Up as part of a Plus Plan when you first take it out. If you’re not on a Plus Plan but want O2 Switch Up as a benefit, you can upgrade early by paying off your remaining balance and starting a new Plus Plan.

Q. Where can I find Terms and Conditions for O2 Switch Up?

A. If you started a Plus Plan tariff from 3 August 2023:

O2 Switch Up terms and conditions (from 3 August 2023 onwards)

If you got O2 Switch Up before 3 August 2023 as part of a Plus Plan tariff or as a chargeable Bolt On:

O2 Switch Up terms and conditions (11 August 2022 to 2 August 2023)

Q. How many times can I use Switch Up?

A. Once you’ve got Switch Up as part of your Plus Plan, you can swap your phone for any of the latest and greatest, or for one you’ve been eyeing up for a while, every 90 days. It doesn't matter how long you've got left on your current contract – we'll pay it off for you. You just need to make sure your current phone meets our grading criteria.

Q. What if I change my mind and want my old phone back?

A. We can’t give your old phone back once you’ve swapped it for a new one, as we’ll have already started to refurbish it as one of our Like New phones. The good news is, as long as you’re still on a Plus Plan, you're free to swap to a new phone every 90 days.

Q. What happens if I want to keep my phone but change my plan?

A. If you move from a Plus Plan to any other custom plan, without swapping your phone for a new one, you’ll lose O2 Switch Up as a benefit. If you move from your existing Plus Plan to another Plus Plan, you’ll keep O2 Switch Up as normal.

Q. What happens if my phone doesn’t meet the grading criteria?

A. We can’t accept and take back any phones that don’t meet our grading criteria. You do, however, have four alternative options:

1. You can make a claim for any damage to your phone through your insurance (as long as you took it out)
2. You can book your phone in for repair with O2
3. You can recycle your current phone and offset some of the remaining balance on your plan before you upgrade
4. You can pay off your existing plan to upgrade early – and you’ll keep your current phone, too

Got any other questions?
If you’ve got any other questions please check the above Q&A's out first as there’s a good chance your question is already answered there. We've also got loads more Q&A's here.

If you’ve got a question about something else relating to Switch Up, let us know in the comments and myself or one of our knowledgeable members will do our best to help.

INFO: This thread has been updated from its original announcement. To see the original thread, click below.

Spoiler

So, you saw the title and you’re thinking “that’s too good to be true… gotta be clickbait, right?”. Well, you’re right. It is too good to be true, and yet somehow, it is!

First of all, a quick recap of O2 Custom Plans. A Custom Plan gives you the ability to choose your own contract length from 3 to 36 months, and also lets you fine-tune how much data you need each month. With a Custom Plan, you can already upgrade at any point by simply paying off the remainder of your device plan.

With me so far? Good. Switch Up is something new, something VERY exciting, and VERY unique to O2. In fact, as far as we’re aware we may be the first* in the world to do this! (*from what I can tell, anyway, but there are a LOT of mobile network operators in the world!)

What is O2 Switch Up?
With O2 Switch Up, customers are free to swap to a new phone, whenever they like, as many times as they like, with no extra charges. The Switch Up bolt-on is available for new and upgrading customers on an eligible Custom Plan, and comes included in our Plus Plans.

For techies like me who love new tech and hate being committed to a single phone model for several years, Switch Up is a game changer! I could upgrade to the latest Samsung flagship today and then switch to the next Samsung flagship whenever it gets launched, for example, without paying any extra charges. Without Switch Up, I would need to pay off the remainder of my device plan (Several £££’s) before I’d be able to upgrade to a new device.

Like I said… Absolute game changer!

How can I get Switch Up?
You can get Switch Up by heading in store, online or by calling us on 0808 002 0202.

You’ll then need to take out or upgrade to a new Plus Plan or any other Custom Plan. If you choose a Plus Plan, you’ll automatically get Switch Up at no extra cost. You can choose to add it as a Bolt On to any other Custom Plan for an additional monthly cost.

How do you switch to another device?
To swap your current phone for a new one, customers with O2 Switch Up will need to go into an O2 Shop. Any phones being returned to us should be in good condition: no cracks, chips, deep scratches or any other kind of damage.

Customers don't have to worry about paying off their current plan either - we'll settle that for them and start them on a new Custom Plan for whichever new phone they choose. We'll then refurbish their old phone as a Like New one, so we reduce the amount of e-waste going into landfill.

Gareth Turpin, Chief Commercial Officer at Virgin Media O2 said:

“We’re ripping up the rule book and giving our customers even more freedom and flexibility so that they’re in control. O2 Switch Up gives our customers the power to decide what phone they have and when they have it, all on their terms and with the peace of mind that their previous phone won’t go to waste.

With a whole host of exciting new phones set to be released in the coming months we can’t wait to see our customers start switching and getting the most from their new handsets.”

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Switch Up Q&A’s
I've included below some of our top Q&A’s, but we have even more details, info, questions and answers for O2 Switch Up here on our website, so please check it out.

Spoiler

How does Switch Up work?
It’s automatically included with a Plus Plan at no extra cost, or you can add it to a Custom Plan as a Bolt On for an additional monthly cost.

Once you’ve got Switch Up, you’ll need to head to an O2 store and hand back your current phone, which we’ll check over to make sure it’s in good enough nick. If it is, we’ll take it away to be refurbished and settle your plan for you – meaning you won’t have to pay the rest of your plan off. We’ll then start you on a new Plus Plan or Custom Plan for whichever new phone you pick.

So you know, Switch Up isn’t available on our sim only plans.

Where can I switch my phone?
Head to any O2 store to switch your current phone for a new one. You can find your nearest store by heading to o2.co.uk/storelocator

How many times can I use Switch Up?
You can switch your phone for a new one whenever you like, as many times as you like. Just make sure you’ve got Switch Up – either included at no extra cost with a Plus Plan, or for an additional monthly cost with any other Custom Plan. Your current phone also needs to be in good enough nick, meeting our grading criteria.

And remember, every time you switch your phone for a new one, you’ll start a fresh Plus Plan or Custom Plan.

How do I know if my current phone’s suitable to switch for a new one?
If you’re planning on returning your current phone to us, you’ll need to make sure it meets our grading criteria. This means it’s free from:

• Cracks, chips or scratches (including hairline) on or around the edge of the screen that could obstruct the view in any place
• Any LCD damage that consists of clear lines or lighting issues
• Cracks or heavy/deep scratches or chips to the edges or back cover
• Any functional faults, e.g. (but not limited to):
• Camera (front and back)
• Audio – speaker and mic
• Connectivity – Bluetooth/WiFi/calls
• Power and charge
• Buttons not working as expected
• Any water damage shown on the phone’s indicator or moisture visible on the screen or camera
• Fake parts like a non-genuine screen replacement
• Software locks like Find My or Google (must be removed before you switch your phone)
• Stolen, barred or fake software

What happens if my phone doesn’t meet the grading criteria?

We can’t accept and take back any phones that don’t meet our grading criteria. You do, however, have four alternative options:

1. You can make a claim for any damage to your phone through your insurance (as long as you took it out)
2. You can book your phone in for repair with O2
3. You can recycle your current phone and offset some of the remaining balance on your plan before you upgrade
4. You can pay off your existing plan to upgrade early – and you’ll keep your current phone, too

What happens to my old phone?
To do our bit for the planet, we take back your old phone and refurbish it, wiping any data before we sell it on to someone as one of our Like New phones.

Can I cancel Switch Up?
Yes. If you’ve added Switch Up as a Bolt On to any of our other Custom Plans, you can remove it at any time. Just head over to My O2.

If you’re on a Plus Plan – with Switch Up included at no extra cost – you’ll need to move to any of our other Custom Plans if you no longer want Switch Up as a perk.

Can I add Switch Up partway through my plan?
No. You can only add Switch Up to your Custom Plan when you first take it out, or if you’re still within your 14-day change of mind period.

What you can do, however, is upgrade your Custom Plan early by paying off your remaining balance and taking out a new Plus Plan (getting Switch Up automatically at no extra cost) or any other Custom Plan (and adding Switch Up as a Bolt On for an additional monthly cost).

Got any other questions?
If you’ve got any other questions please check the above Q&A's out first as there’s a good chance your question is already answered there. We've also got loads more Q&A's here.

If you’ve got a question about something else relating to Switch Up though, let us know in the comments below and me or one of our knowledgeable members will do our best to help.

For our O2 Community members, we’re seeing if/how we can get some of our loyal members involved. We’re not making any promises, but keep your eyes peeled

[EagleOum]

If you follow up my thread you will see that I have taken matter in my own hands. In my case I have exhausted all resources at O2 level. It may not be for everyone but I have the time and the human resources to hold O2 accountable for breaching the consumer right act 2015. I have reported these practices to both the trading standards authority and the Ombudsman I will post their findings here at the resolution end. You can try going around different O2 stores perhaps you may find one with Switch up knowledgeable and functional.

[Ryan1887]

I hope you get far enough with it. From what I've read, many of these refusals to switch up are a violation of their T&C's.

Keep us updated.

[Oxonian]

@Ryan1887 

Maybe, maybe not, but I am sure that the problem is a training and communication issue and not the staff in O2's retail stores deliberately being difficult. @Dave-O2 indicated that he was on the job last week, so hopefully an update will follow in the not too distant future.    

[Rob_83]

What the hell is going on with O2? I went to preorder the Pixel 8 Pro today and it turns out that as part of being shuffled onto the 'new system', my Plus Plan anytime switch up has quietly been moved to a custom plan and the store is telling me I'm now on the 90 day terms. This os a backtrack from what i was told when i almost bought an iphone 15, where I was told I'd stay on my anytime terms.

It seems like every store still has a different interpretation and I'm now angry that my old system plus plan has changed to a new system custom plan.

My partner is still on the old system and her contract details still say plus plan with Switch up. Mine doesn't even mention Switch up.

Anytime switch up was a a great feature and while I haven't abused it, I did like peace of mind that I could change whenever. I didn't agree to these new terms.

I might just leave O2 if this is how they want to behave. @Dave-O2 @Chris_K can someone please get everyone in your business on the same page? I and many others feel like we've been screwed over here.

[EagleOum]

I beg to differ. It is quite malicious when, even the complaint team is getting it the wrong way: Sending a final decision letter to be forwarded to the Ombudsman. How incompetent...?! 

[EagleOum]

I totally relate to your frustration, I am even considering taking legal action and exposing the rulling on this thread; I have all the time in the world. Doesn't matter how big your entreprise is, no establishment is above the law. After ending in a dead spot with the complaint team and having @Dave-O2 not responding to my messages we must agree that the issue is deeper than it seems to be. 

[Rob_83]

It certainly seems like they're sneakily putting people on the new terms as part of this system migration.

I'll probably only ever change twice a year but it's the principle - I signed up to anytime terms. All my contract agreements have said "Q3 2022 Switch Up FOC" which confirms it's not a bolt on.

If I'd have tried the iPhone I'd have unknowingly ended up on the 90 day terms and then be blocked from switching to the P8P. Dodged a bullet there.

I hope you find some progress in exposing the mis-selling and misleading practices. I'm inclined to file a formal complaint myself as the whole thing is so shady and confusing.

[Oxonian]

@EagleOum 

>> I beg to differ.

I do not share your view on that point but I do respect your right to have a different view. 

And I do fully agree with you and @Rob_83 that this matter requires urgent resolution ! 

[Dave-O2]

Good Morning @Rob_83 

So I can check the latest on this, I'll follow up shortly and drop you a PM.

[Fire3390]

Hi All - I've asked this elsewhere but maybe if more eyes are looking at it here.

Are we absolutely sure that we can hand a "replaced" phone back in?

So if I need to hand my pixel fold back in, am i okay to use the O2 insurance to get a replacement device and hand that back in instead? provided it is same make and model?

Thanks,
Ash