Upgrade not registering

[gyakutengrrl]

Hi, 

I upgraded my phone and tariff last week online, my order came through and I collected my new phone from my local O2 store no problems. 

However, when I checked on My O2, my old contract was still live on there. I tried to put my O2 Open discount on my new contract, but the old one was still listed, so I couldn't apply it. I contacted web chat and they said it would take 24 hours for the new contract details to show. 24 hours later, still the old details. I contacted web chat again and was told that it would be 48 hours... and then when no joy 48 hours later, they changed it to 72 hours, and then 5 working days.

To cut a long story short (and many customer service chats later), I was then rang customer services. They told me that it should take 3 working days for the new contract/tariff to start. It has now been 7 days and still no new contract details on My O2 and no notification of a new tariff starting. 

My upgrade order still says 'in progress', which is odd as I have collected it and have the phone & sim. Customer services keep asking me whether I even have the phone yet, which is a bit worrying! I just don't want to be hit with a massive bill once this all comes through.  

I went back to my local O2 store and they said they had no idea what had happened and couldn't help... and again, when I last rang customer services they say they don't know what the problem is. 

I just want my new tariff to start, and to get everything sorted but no-one seems willing to help!! 

Any advice on what I can do next??

Thanks in advance  

[MI5 · Accepted solution]

Only customer services can fix this for you as we cannot access accounts on here.
Keep trying on 202 until someone fixes it for you.

[jonsie]

Have other things changed in my o2 such as new allowances and tariff?