O2 upgrade - I wasn't asked to pay off old phone?

[Brooke3]

Hello, I started a 3rd party o2 monthly  contract back in july 2023, I have just upgraded now with 02 themself , when I went to upgrade today it said "Pay £287 today to upgrade to a new device plan" but when I went to fill out all my upgrade details and select my new device it didn't mention or give me the option to pay off the £287 of the old device. I don't think I'm with o2 refresh or anything  that would benefit me from not having to pay so I'm confused if I need to pay this back.  When or how will I know if I need to pay thus back. Thank you. 

[MI5]

@Brooke3 

Usually, payment is taken when you reach the final checkout page.

If it's not been added, contact O2.

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you - on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Or you can call them on 0800 081 0255

Thanks

Guide: Upgrading Your O2 Phone