Upgrade

[MattHelm2]

Hi,

I was eligible for a free upgrade 16th December (yesterday). But today I'm finding that every phone I add to my basket via the upgrade portal is telling me I have to pay £21.90 upfront (the remainder of my device plan). Up to 16th December, I was told I could upgrade early but would have to pay off the remainder of the previous device, but if I waited til 16th I could upgrade for free. Yet, when I come to checkout I'm still having to pay off the previous device.

Every indication on my account is that I can upgrade for free (as in, the remainder is waived). Is this a glitch or am I missing something in the small print which says that 'free' doesn't actually mean free?

I know that people helping on here don't work for o2 but I'm just wondering if you have any insight into this or whether others are reporting this. Thanks for your help in advance

[MI5 · Accepted solution]

@MattHelm2 

It might not have caught up with the final payment as it's the weekend.

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

[MattHelm2]

You're absolutely right, I didn't think about the weekend being a factor. It usually is with this sort of thing.

Thanks for your input.

[MI5]

Welcome @MattHelm2