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Software won't update on new phone

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Penny2
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on ‎09-11-2021 18:36

on ‎09-11-2021 18:36

I just got my son a refurbished iPhone XR and he's trying to set it up, but he can't get past the software update screen. It's trying to install iOS 15.1 but it won't get past the download stage. It's been a couple of hours now. Please can someone advise us on how to get past this? We've tried turning it completely off and on again but it didn't work.

Thanks,

Penny.

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MI5
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on ‎09-11-2021 18:40

on ‎09-11-2021 18:40

@Penny2 

Try connecting it to a PC running iTunes to update it that way.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

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MI5
Level 94: Supreme
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on ‎09-11-2021 18:40

on ‎09-11-2021 18:40

@Penny2 

Try connecting it to a PC running iTunes to update it that way.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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Penny2
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on ‎09-11-2021 19:39

on ‎09-11-2021 19:39

Thank you - we're trying that but it still won't update. It says it's downloaded but then it gets stuck on 'preparing update'. The cog is going round but it won't install

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MI5
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on ‎09-11-2021 21:18

on ‎09-11-2021 21:18

@Penny2 

You'll need to put the phone into recovery (DFU) mode. 

https://support.apple.com/en-us/HT201263

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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