topic URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY in Pay Monthly

URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

JacobFarnan0705 — Wed, 19 Mar 2025 19:18:45 GMT

Hi guys,

I bought a phone and contract with o2 on 8th march, i then seen a better deal with vodafone after i already made the purchase with o2, so i decided to pac code transfer my number over to my new vodafone, in turn cancelling my o2 contract, and planned to return my o2 phone within the 14 day return period.

I went to the store to return it and they said they cant because me transferring the number made the contract cancel so they cant do anything. They told me to ring customer service and they said the same thing. They then said i will have to call them in a week and set up a new device plan to pay off the rest of the phone but i really need to return it.

Does anyone have any solutions or have I can get in contact with?

I emailed complaints about it but they could take weeks to resolve and its quite urgent as my 14 day period ends in a few days.

Any help would be much appreciated, thanks

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

Enlli — Wed, 19 Mar 2025 19:27:23 GMT

Doing the way you did has caused problems. Using a PAC code would end the airtime element of your contract but it would not cancel the payments for the handset which is a loan

https://www.o2.co.uk/help/device-and-sim-support/returns-and-repairs

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

madasaf1sh — Wed, 19 Mar 2025 19:40:53 GMT

@JacobFarnan0705

As @Enlli says you have caused this yourself...

You have completely messed up the process, as you havent followed the correct process for returning the handset, which would have allowed you to get a PAC code..

Sorry to say but you could end up with a device plan to pay off as you failed to follow the correct procedure.. and for once the store and Customer Services are correct..

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

Enlli — Wed, 19 Mar 2025 20:21:38 GMT

To explain further.

Under the Terms and Conditions of your Contract the handset and the airtime are linked for two years. If the airtime is cancelled in that time then the balance of the handset loan becomes due.

That is the position in which you find yourself.

It is unlikely that normal customer services can override that.

Try the direct line to the Payment Management team

You can reach the Payment Management team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm

Sunday – 9am to 6pm

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

Oxonian — Wed, 19 Mar 2025 21:01:07 GMT

@JacobFarnan0705 wrote:
I emailed complaints about it but they could take weeks to resolve and its quite urgent as my 14 day period ends in a few days.

Complaints are currently taking O2 up to eight weeks to investigate and respond to @JacobFarnan0705 ! 👍

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

Enlli — Wed, 19 Mar 2025 21:04:36 GMT

I think the OP realises that by saying it could take weeks to resolve

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

JacobFarnan0705 — Wed, 19 Mar 2025 21:25:24 GMT

Got it

Im confused as to why they cant just take my phone from me and cancel the device plan too though?

Appreciate the help

Re: URGENT - I CANT RETURN MY DEVICE WITHIN THE 14 DAY RETURN POLICY

madasaf1sh — Wed, 19 Mar 2025 22:02:36 GMT

@JacobFarnan0705

Because you have messed up the process which is published, and you have tried to circumvent the process (which is the same as all networks), by just cancelling your airtime.. which as per the terms and conditions means the device plan is now due.

What did you think was going to happen with just requesting a PAC code and not telling o2 you wanted to use the 14 day change of mind policy... o2 aren't mind readers..

This is a mess that is going to cost you a handset and will be a lesson learnt the hard way, and if I was o2, i would be demanding payment for the phone...