O2 upgrade via AO cancelled "due to you moving your number to the new O2 platform"

[Falcon70]

Hi

I am currently on an 12 Month O2 Sim Only contract. The 12 month contract period is over and I believe I am now on a monthly rolling contract - I can upgrade at anytime via MyO2.

I ordered an O2 upgrade via a third party - Mobile Phones Direct (part of AO). After the order was placed it was cancelled by AO with the reason "This is due to you moving your number to the new O2 platform, which we cannot support upgrades for."

I am struggling to understand what 'new O2 platform' means - am I only able to upgrade directly via O2? 

Thank you,

[jonsie · Accepted solution]

O2 are very slowly moving all customers to a new billing platform called the 360 system

There are a lot of issues at the moment and even some O2 stores cannot access customer accounts to allow them to upgrade

It seems like you may be stuck upgrading direct with O2 although it has been known to be giving issues to some customers on the 360 system

[Falcon70]

Hi Jonsie, thank you for your explanation.