Since joining O2 from another provider I have loved it. I was on a rolling contract of £12.99 a month, but decided to upgrade to a new phone & contract, which I did. The new phone arrived and contract etc was adjusted on the app and website accordingly. I decided unfortunately to return it (my fault, wanted more storage). I posted it off. The phone should be received in a few days. My account obviously shows the new contract, but I explained on the telephone that it was getting returned. The account (Online (Windows) shows that it is making adjustments to my account. The app now shows I can download a eSim for my number (I tried this doesn't work). I have been without the number I use for everything for around 3 days now. I have had to get a PAYG number to just use my phone. The reason being my Apple ID requires a code from my old number in order to access, so that is now in account recovery (provided a new number to receive the code). In a nutshell I thought logically that once the new phone has been received back at the depot, my account will return to the previous contract and then I could think about upgrading again. But the lady of the phone said my contract will still show the new contract, but I may receive recompense for the missed days. I also do not want a eSim, i want a physical sim, but the lady also could not and the gentleman at the shop could not activate a new sim assigned to my number because my account was locked.
In layman's terms:- Return of new phone, contract to go back to old contract, physical sim to work, and must keep my number, then and only then I can upgrade again. But I seems either I have done something wrong or I can't get across what I'm trying to get across. Also the PAYG sim I had to purchase, my thinking was that it would show on my O2 account as well as the contract number I have, but it doesn't seem to.
Cheers.
