topic Re: Change phone after o2 refresh upgrade in Pay Monthly

Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 01:43:29 GMT

Hi,

So I just upgraded my contract to o2 refresh and chose the Nokia lumia 1020. I recieved the phone and honestly just have not enjoyed my experience with it so far and I want to change to an Iphone 5s as I know I will like the phone from previous experience. I am still in the '7 days to change your mind' period, so I talked to the guy on live chat and he said I just have to post the phone back to the address he gave me. Has anyone had experience with this process and have any idea if thats all you have to do? And then what do I do once I have posted the phone back? how to I change to the Iphone?

Also any idea of the turn around time of all this as I will be without a phone during the process. Any thoughts would be helpful because I couldnt quite get the answers from the live chat.

Cheers

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 06:26:39 GMT

Hi.

What address where you given.

Always get proof of postage and take a few pictures of the phone to prove it's been send back in good condition. If your photos are not time/date stamped then lay the phone and contents box on a copy of that days newspaper.

I would really urge you to ring O2 on 202. They will confirm the process of handset cancellation ,and update your account to show your refusing the phone within the 7 working day cancellation period. Circumvent Live Chat.

They can send you a Jiffy bag with their return address on with postage paid.

Be aware the iPhone 5s is still in very short supply so you may need a short term back up phone.

The iPhone 5s takes a nano sim card which they will send with the phone which you will then need to do a swap my sim procedure. We can help you more on this when you get the iPhone if required.

Here is an O2 official link.

http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?New,Kb=Companion,question=ref(User):str(Mobile),CASE=ref(RR1)

Hope all goes well.

Re: Change phone after o2 refresh upgrade

adamtemp64 — Fri, 08 Nov 2013 10:08:02 GMT

send the phone back at a minimum of recorded delivery or for piece of mind special delivery (guranteed next working day and £500 insurance)

If o2 then claim non reciept of the phone you will have proof of delivery and a signature of who accepted the phone.

A certificate of posting will not give you either a signature or delivery date

I would pay the extra for special delivery if posted today it will be guranteed monday before 1pm.

We have seen cases on here that have takeb a few weeks to resolve. So on tuesday you would be able to ring o2 and start chasing them with proof of delivery etc (special)

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 10:46:09 GMT

The address he gave was -

Freepost Zone A (Return)

Exel Logistics

Waindyke Way

Normanton

WF6 1TF

Than he gave the the link to the postage label

www.o2.co.uk/returnslabel

Does this sound right? I can just buy my own jiffy bag and send it recorded delivery instead of waiting for o2 to send a bag right?

Apparently the Iphone 5s 32gb is in stock right now so if I can get this sorted as soon as possible I should be okay.

Thanks for your replies btw

Re: Change phone after o2 refresh upgrade

adamtemp64 — Fri, 08 Nov 2013 10:49:51 GMT

Yes buy own bag and as I said at least recorded (no delivery time scale guranteed) so you get proof of delivery.

Strange the addresses differ I would use the first one given as the label link may be wrong.

@Toby or @Chiara can you confirm the correct address

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 11:06:20 GMT

I agree with sending it back recorded / registered. Top tip by Adam.

Check with O2 on 202 ref addressees or wait for Toby or Chiara to confirm.

I appreciate the iPhone is showing in stock but check with O2 Customer Services as some have seen it showing in on the site only to be told it's actually not in stock.

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 11:13:13 GMT

Hi Emberblue, just checking details with the team, please bear with me.

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 12:22:09 GMT

I have been on the phone to o2 for the past 45mins just to try and get a confirmation of the return address. Still on hold.

Re: Change phone after o2 refresh upgrade

perksie — Fri, 08 Nov 2013 12:28:37 GMT

The Normanton address has been posted in the forum several times, I can't think why O2 would give out an incorrect one!

You can obviously use either one.

Re: Change phone after o2 refresh upgrade

Charlieboyoo — Fri, 08 Nov 2013 13:03:08 GMT

Hi do send by recorded delivery,cause i speak from experience myself.I had a few problems with a similar situation.if you send it by next day delivery you can ring o2 and explain to them you have proof they have the phone.Then you can try and hopefully get the 5s easily.

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 13:40:02 GMT

Yeah so I just sent the phone recorded delivery. I used the label that o2 linked me too because I finally got through to them on the phone and the lady once again confirmed the process of using the label. I am not sure about the address that I previously posted, I cant confirm for sure that it is okay, I will however say that the woman on the phone told me that royal mail will no longer accept parcels that contain a battery if it has a hand written label...so maybe thats useful info for someone in the future.

Anyway they confirmed on the phone that the Iphone 5s I want is in stock so I should be good to go once they receive the phone.

Thanks for all the help on here, seems to be a great community full of helpful people

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 13:57:36 GMT

You're welcome.

Hope you enjoy the new phone.

Re: Change phone after o2 refresh upgrade

Anonymous — Fri, 08 Nov 2013 14:40:03 GMT

Hi Emberblue, just got information from the team. Providing that you have obtained the phone online/over the phone (and not in store) you can use this address (and ideally label, if you have access to a printer) Return label

I'd advise that you obtain proof of postage.