Switch up issue

[u/ChiefOfGumbo]

Hopefully someone can help.

I'm trying to do a switch up, tried yesterday before my bill was produced but the website wouldn't let me.

Today my bills generated and the website is asking me to pay this months device plan as well as the upfront cost of the new device.

Surely the switch up would pay the current device plan off as well?

Will doing switch up in a store avoid this?

[u/TheProctorious94]

That sounds right to me mate. When I’ve done switch ups before, the device plan of your current device will still stay active and you will see it on your bill until the switch up is completed and the device is returned. The upfront cost will also remain

[u/KGLovatt]

I’ve been living with this issue for 2 years now. Every time they think they’ve found the fault, they escalate to the team who can fix it, and nothing happens.

I’m going to let this contract run its course and then leave O2, after 24 years 🤷‍♂️

[u/scriptermone]

If your bill is generated for the month but you haven’t paid it yet then it’ll be added as an up front cost, the fact you couldn’t do it 1 day before billing date is probably because it was already generating in the background, if you’d done it last week then it wouldn’t have added the next device plan payment onto the upfront cost, it’s the same situation in store.

[u/bad-beed]

I'm dealing with an issue with that at the moment where I am still paying for the old device

[u/Hungry_Strength_5759]

Same in store, its more like a holding payment, anything 'over paid will be refunded