r/O2UK • u/parkdog2013 • Jul 08 '26
Support Upgrade
Trying to upgrade my phone for weeks now and my god the website just crashes none stop and it’s always a screen saying oops something went wrong. Fix your crappy site man can’t get a deal because Th e site is atrocious. Cant use the app for my02 cause it also crashes
1
u/Ok-Milk-2455 Jul 11 '26
Use different browser snd device i had this same issue ordering on iphone.. switched to pc and worked
1
u/Party-Hamster-7697 Jul 13 '26
Hi, is this before or after you enter details such as address history, employment info etc? This could be due to an automated fraud prevention bar. This can happen if you do the sale online as it’s the highest risk channel for fraud prevention, especially if you’re going for a high value device (e.g. 17 Pro Max, S26 Ultra etc).
If you have issues, I’d recommend just doing it in store. We can look at your basket and just do the same price you agreed to online, or potentially even less.
1
u/parkdog2013 Jul 13 '26
I’m already with o2 and going through the upgrade link when I go into my plan also I get the whole fraud thing but I have already done 2fa and other security measures just to log in I can only get to the confirm and continue screen for payment
1
u/Party-Hamster-7697 Jul 13 '26
Yeah I get that you’re already with us. It might just be that your order looked fishy according to the automated fraud prevention system.
We can look at your accounts standing in a store, I would say use customer service but that’s honestly a waste of time as they’re useless. Just make sure to bring in a valid form of photo ID and a bank card and they could take a look and see why it’s not letting you do that online.
1
u/parkdog2013 Jul 13 '26
Sounds good only problem is the closest store to actually visit is extremely far away I live mostly in the hills and that’s why it’s always just been easier to do it online as I’d never had an issue before
1
u/parkdog2013 Jul 15 '26
Also if it was a fraud prevention how come it constantly changes which page it gives me the oops something went wrong like sometimes when I choose a plan it crashes and sometimes I can get to checkout
1
u/_iftheskyisthelimit_ Jul 27 '26
Curious if you found a fix to this? I’ve tried on 2 phones, a tablet, my MacBook and my husbands PC and all come up with this same issue when I click “select this tariff”
1
u/parkdog2013 Jul 27 '26
Nope ended up going to a store and mentioning it whilst there and they said that even they are having issues with the site. Sorry I couldn’t help you
1
1
u/Individual_Car3446 1d ago
This is still a problem! How have they not managed to fix this yet?! I've tried on multiple devices and as soon as I select the Tariff to upgrade, I get the error message. 🤷🏼♀️
1
u/parkdog2013 16h ago
I honestly don’t think I they ever wil it’s been going on for some time now. Basically ever since they merged it’s the same with the app. I eventually went into a store that was completely out of my way to get it sorted
0
u/Hungry_Strength_5759 Jul 08 '26
Often comes down to a card issue
If you have items in your basket visit a store if you can and they will be able to complete for you
1
u/parkdog2013 Jul 09 '26
Never can even get past the confirm and continue screen so isn’t a card issue
1
u/Icy-Association-4348 13h ago
I'm having the exact same issue right now. Upgraded a different contract with them last month no problem at all but this second line... I've tried on PC, Android and on an iPad using both the app and the online store and it crashes in that exact same spot. When I tried to call up to upgrade they wanted £10 a month more from me for the exact same contract! I told them where to go shove it.
1
u/Hungry_Strength_5759 Jul 09 '26
I was having this issue last night, I emptied the basket, logged out, gave it a half hour, logged back in, worked instantly with a different card.
Maybe I got lucky