o2 upgrade an existing o2 SIMO contract from uswitch not working

[masterp]

Hi,

I have an existing o2 SIMO contract that has expired (I'm out of contract).  The best deal I have found is on uswitch.  When clicking through from uswitch I come to the o2 site and the deal is showing correctly in my basket.  When I proceed it asks if I am existing customer. I select yes and then proceed to log in and then the below screen loads where it says alreadywitho2.  I am now stuck and cannot proceed. The same is happening from moneysupermarket.com.  The same also happens on the o2 site if I start of logged out and then find a SIMO deal and eventually try to log in.

In the past i have done this from uswitch and it has worked fine but seems there is some issue on the website now. 

I have tried this in 3 different browser and cleared the cache and it is still happening.

How can this be fixed please or is there a workaround.  

[Enlli]

Can't say what your problem is but it worked fine for me yesterday. Using Chrome on Android 13

[gmarkj]

Try taking it out without saying you are an existing customer @masterp and when the new sim arrives call o2 and ask them to migrate your number.

This will close the old deal and move your number to the new one.

[Cleoriff]

@masterp 

I think it was a problem with the Uswitch website. I have replicated what you did (2 mins ago)

I wasn't asked if I was with O2. I chose the deal I wanted and was taken straight to the O2 website to complete the transaction.

Try again. You should find the Uswitch website working properly now 😉

[masterp]

Hi,

I have tried again this morning on both desktop and mobile and the issue is still there.

I already have a SIMO with O2 that is out of contract.  This is under my current O2 account (email address/password).  I want to take up the uswitch offer under the same account such the old contract is replaced with the new one and my number is moved to the new one.  To do this i would need to log in during the purchase.

I have done this in the past with uswitch and it has all happened smoothly.  This was one of the benefit of o2 that you can renew your contract part way through.

If I do not select existing customer then it will ask me for my email - if I use the same one as before it will ask me to log in and I get the error.  I want to avoid creating an entirely new account with a new emails address etc if possible as this will mean I have two contracts and two numbers and under 2 different accounts.

I also get this issue if I go through moneysupermarket.com for the same deal.

I also get this issue on the o2 site  whilst logged out, find a deal and then go down the existing customer root.

If none of you are seeing similar issues, maybe it is account specific?  But i'm not sure how to get that looked into.  I have spoken to people on chat and on the phone and they say there is no issue on the website and to raise a complaint!

[Cleoriff]

@masterp 

I'll tag one of our account advisors on this afternoon @O2nath_ci or @O2Emma 

Hopefully one of them will be able to help?

[masterp]

Hi, so this afternoon I tried again and it worked and I was able to upgrade with the same o2 account.

I tried to call o2 after this and it seems there internal systems are in a mess at the moment as they have a new system called 360 and they are in the process of migrating customer across from the old system. The people at o2 with access to the billing system cannot see my account as its on the new 360 system.  They tried to connect me to the "360 team" - after 4 time being connect to someone outside the "360 team" it was 1 hour on the phone.  The last person told me there is a big mess inside o2 with this new system and they are struggling and to call back next week!

Guessing this could have also been the reason my upgrade was having issue.

Would be keen to understand what the account advisors have to say regarding this.

[O2Emma]

Hi @Cleoriff I will pick this up thanks.

Hi @masterp I will send you a private message to look into this for you.

[angie88]

I am experiencing the exact same issues as per @masterp 

What is the fix and work around, can you please get back to me to help.

Thanks,

[Enlli]

Unfortunately the advisors who dealt with this are no more

https://community.o2.co.uk/t5/Welcome-News/O2-Support-advisor-update/m-p/1634920#M40122

Have you read through the thread and tried the advice on there?