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You're through to 'Darren'
Darren: Hi I'm Darren. How can I help?
sabeena: how much will it cost me to upgrade to iphone 5s gold 32gb
Darren: Sure, I will let you know.
Darren: Please can you tell me the 4th & 5th character of your security answer?
sabeena: 28
Darren: Perfect.
Darren: Your buy out charges would be £355.77
Darren: But you also get a 25% off on your buy out charges while an upgrade.
sabeena: what is total cost including cost of phone
Darren: Sure.
Darren: Your buy out charges with the discount will be £266.37
Darren: And the new iphone 5S charges would be,
Darren: Phone 5s 16GB on 4G - £119.99 up front cost, £47 a month (Unlimited mins and texts, 5GB data)
iPhone 5s 16GB on 3G - £119.99 up front cost, £37 a month (Unlimited mins and texts, 1GB data)
sabeena: i want 32 gb in gold
Darren: Could I know what handset you're using now please?
sabeena: iphone5
Darren: Oh okay.
Darren: Sabeena, you can also go for a O2 recycle option so that you can make up for the upfront cost and buy out charges.
Darren: Would you like to go for the fast track upgrade?
sabeena: how much is my 64gb ihpone in white
Darren: For recycle?
sabeena: yes
Darren: I will help you with the link to get you the exact price for it at the moment.
Darren: http://www.o2recycle.co.uk/
Darren: You will find the exact price of your phone.
Darren: Please visit this link.
sabeena: how much would it cost to upgrade to iphone5s gold 32gb without recycle
Darren: With out recycle it will be £266.37 with discount.
sabeena: does this include price of handset?
Darren: No, it does not.
Darren: The price charges would be,
Darren: Phone 5s 16GB on 4G - £119.99 up front cost, £47 a month (Unlimited mins and texts, 5GB data)

iPhone 5s 16GB on 3G - £119.99 up front cost, £37 a month (Unlimited mins and texts, 1GB data)
Darren: For 64 GB updates i will have to transfer this chat to our upgrades team.
sabeena: ok
Darren: Sabeena, would you like to early upgrade now?
sabeena: can i have a price for the 32 gb please
Darren: Sabeena, you can see the detailed pricing of the phone you wish to.
Darren: Shall I provide you the link for that?
sabeena: yes
Darren: http://www.o2.co.uk/shops/iphone
Darren: Is there anything else I can help you with?
sabeena: that link cant be found
sabeena: i want to upgrade today
Darren: I am sorry I will help you with the link again.
Darren: http://www.o2.co.uk/shop/iphone
Darren: Sure, will help you with that.
sabeena: it sys oops page not found
Darren: So you would like to fast track upgrade now, am I correct?
Darren: Please check the link I sent to you again now.
sabeena: how much will it cost me to upgrade to iphone 5s gold 32gb (this is the first quetion i asked can you answer it for me)?
Darren: Sabeena, since I am from the web chat pay monthly team unfortunately I am not aware of the exact price of the phone.
Darren: But the cost to cancel the contract would be £266.37
sabeena: surely you can find out for me as you are part of o2
Darren: After which you take up the phone plan which is according to the phone model.
Darren: In order to assist you further on this, I will have to transfer this chat to our upgrades team who can help you with this, is this okay for you?
sabeena: yes
Darren: Please stay connected while I am transferring.
We’re putting you through to the right person, won’t be long.
You're through to 'Sandra'
sabeena: hi sandra
Sandra: Hi
Sandra: How are you?
sabeena: im fine thanks
Sandra: Can I’ve your full name and O2 mobile number?
sabeena: sabeena mushtaq 07568312738
Sandra: Your account is showing that you have already generated a link to place the order?
sabeena: i need price for 32gb gold and 64gb gold 5s please
Sandra: For that I need to cancel the link you ahve generated and give you the price, Shall I go ahead?
sabeena: yes
Sandra: Apple iPhone 5s 32GB Gold or Silver, You will get 24 months, Unlimited minutes, Unlimited texts, 1GB Data,One-Off Price £79.99, Monthly Price £42.00
Sandra:
Sandra: There is an early upgarde fee of £263.89
sabeena: 64gb?
Sandra: Apple iPhone 5s 64GB Gold
Sandra: You will get 24 months, Unlimited minutes, Unlimited texts, 1GB Data
Sandra: Early Upgrade Fee
Sandra: £263.89
Sandra: One-Off Price
Sandra: £119.99
Sandra: Monthly Price
Sandra: £42.00
Sandra:
sabeena: ok can i go for the 64gb in gold
Sandra: Sure
sabeena: can you give me ref to chat back later as i need to go out for a bit?
Sandra: Yes
Sandra: I have sent a code to your mobile
Sandra: Please confiorm the same
sabeena: no code
Sandra: Is 07568312738 your number?
sabeena: 6cjd
Sandra: Ok
sabeena: is this the 1
Sandra: For your beautiful phone would you like to go for iPhone 5/5s Black Flip Case Bundle Pack for £11.50?
sabeena: no
sabeena: i need to go out for 15 mins
sabeena: can i call back please
Sandra: Its almost done
Sandra: Please confirm the delivery and email address
Sandra: Is it 20
Sandra: PEVERIL ROAD
Sandra: PETERBOROUGH
Sandra: CAMBS
Sandra: PE13PY
Sandra: GB
Sandra:
sabeena: yes
Sandra: ok
Sandra: As you are increasing your monthly commitment to us and entering into a credit agreement we need to assess your creditworthiness and whether you can afford the increase. I’ll read it to you now. Please answer yes or no.
Sandra: Do you understand that your monthly payment will increase? Consider your current and likely future income, plus your other commitments like credit cards and mortgages.
Sandra: Are you confident that you'll make the regular monthly repayments to us without any problems, and never miss any payments for your other commitments?
Sandra:
Sandra: The duration of the agreement is 24 months unless you want to pay off your Phone Plan early
Sandra: There will be an Upfront cost of £119.99
Sandra: The Credit amount is £600.00
Sandra: There are 24 monthly phone payments of £25.00
Sandra: There is no Interest to pay
Sandra: The APR is 0% and you’ll make repayments which in total will be equal to or less than the cash price
Sandra: Total amount payable for the phone is £719.99
Sandra: The Phone cash price is £769.99
Sandra: Your Monthly airtime payment is £17.00
Sandra: You’ll have 14 days from the day you receive your phone to tell us you want to withdraw from the Phone Plan credit agreement – this is different from your 7 day right to change your mind about your phone. This will all be explained in the Key Info and pre-contract information you’ll view online.
Sandra:
sabeena: ok
Sandra: http://www.o2.co.uk/checkout/order/516574cb847bf637bdaa5a2a
Sandra: Please click on this link and process the order, once you get the order number please confirm that to me.
Sandra:
Sandra: There is some important info you need to know about your upgrade, please click here to read through it.
sabeena: it wont let me log on
sabeena: user name does not match redfresh order
sabeena: tou have to bare with me i am in and out of office
Sandra: You can do one thing
Sandra: I'll give you the username and send the pw to your mobile
Sandra: This link will be valid for 72 hours
Sandra: You can try later on as well
Sandra: Your username
Sandra: sabeena_mushtaq2937
Sandra:
Sandra: Password has been sent
sabeena: which link do i need
Sandra: http://www.o2.co.uk/checkout/order/516574cb847bf637bdaa5a2a
sabeena: i wont work can you try that link
Sandra: http://www.o2.co.uk/checkout/order/516574cb847bf637bdaa5a2a
Sandra: Only the customer can try the link
Sandra: Since you hev to make the upfront paymnet
sabeena: but there is nowhere to log in
sabeena: from that link
Sandra: Click on this link
Sandra: the link which I have given you
Sandra: Then you need to read the rules and regulations
sabeena: You’re logged in with a username that doesn’t match the one for this O2 Refresh order. Please try again using your other account. If you have forgotten your username or password, go back to the log in page for a reminder.
sabeena: this is what i see
Sandra: sabeena_mushtaq2937
Sandra: Did you try this one?
Sandra: The username is case sensitive
sabeena: there is nowhere to log in
Sandra: Sorry your username is smushtaq83
Sandra: I ahve sent a new password and it is case sensitive
Sandra: Use it in caps
Sandra: Any progress?
Sandra: Anyone there? I'm going to close this chat now. But if you need more help, feel free to chat with us again.
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