My upgrade date has suddenly been extended by 3 months?!?!?

[hoochy]

Just under 3 months ago I took out a 24 month contract with a Huawei mifi dongle, I had to pay a deposit of £50 at the time which was fine with me. About a month a go i paid off the device plan and was told on the phone repeatedly by o2 and on the app that i can upgrade on the 4th of September as that will be the three months minimum device term up. Yesterday MyO2 was showing 4 days until i can upgrade to a new device and today it is showing 3 months and 4 days? What on earth is going on?

[Cleoriff · Accepted solution]

Hi @hoochy 

You need to speak to O2. All numbers are in this guide Guide: Coronavirus Community Help and Support 

[MI5]

@hoochy 

You will need to ask O2 why.

Guide: Coronavirus Community Help and Support 

[hoochy]

Cheers, I'm going to call them in the morning, I was just wondering if anyone else has had a similar issue.

[MI5]

Possibly the system got confused because you paid off the device plan. It doesn't take much to throw most of O2'S systems into a headspin!

[hoochy]

I've just spoken to them, apparently the "system" extended the date. This despite 2 different call centre staff confirming the upgrade date as being September. I work for a company that standsby what its employees say. It would have been nice if o2 did the same. All 3 of my lines will be getting cancelled.

[Cleoriff]

@hoochy 

So as we thought.

However, did anyone offer to allow you to upgrade and bypass the system?

[hoochy]

No they didn't. They said that I would just have to come back in 3 months, all they did was ask me if I wanted to complain about the two people who mis-advised me, I found this laughable as their app, web based site and livingston shop all gave me the same advice as well.

[Cleoriff]

Pretty poor then @hoochy!!

I wouln't blame you in the slightest for wishing to change to another provider.

However, I'm going to tag one of our account advisors to this thread to see if they can di anything for you.

@Thomaso1are you able to help @hoochy ?

[Thomaso1]

Thanks @Cleoriff. I will PM you @hoochy