Door to door swap question

[kacsa]

Hello, I've got a door to door swap booked for the 5th, I assume the courrier will provide the returns label.

Do I need to package the phone up my self or will the courier give me a box/bag to do so? The person on the chat just said to remove all my personal information etc from the device, nothing about packaging it up. Anything else I should know about door to door swaps? Thank you.

[Cleoriff · Accepted solution]

Hi @kacsa 

Whether you’ve decided to exchange your device for a new one or get a refund, you’ll need to make sure you’ve completed all of the important steps below first:

• Back up everything you want to keep, like contacts and photos 
• Turn off any passcodes that you’ve set. If your device is locked when you return it, we’ll have to charge you the full cost of your replacement and/or not process an exchange or refund
• Remove any security software that you’ve installed
• Double-check that you’re returning the correct device. If the unique IMEI doesn’t match the one we supplied, you may be charged the device’s full value
• You’ll need to return everything that was included with your device, including its original packaging and any accessories or bundles that came with it.

https://www.o2.co.uk/help/device-and-sim-support/returning-your-device 

[kacsa]

I'm not able to remove the passcode due to the device failing. The chat person has said this is ok and they will factory reset the device.

[MI5]

@kacsa 

You just need to include a piece of paper with your name, address and account number on it.

The courier will bring packaging and return label.

Your account number can be found by following this guide to the end Guide: How do I get to the 'Download Bill' page? 

[kacsa]

Thanks, I've got this information printed out ready.