Change of mind

[AmberBeaven]

Hello. I’ve ordered a new phone via upgrade. It’s well within the 14 day period. I want to change it for a slightly bigger phone. Does anyone know how the change of mind process works? Do they do a doorstep swap? Or do I need to return the phone and wait for them to receive it back before they then send me out the phone I now want? Thank you ✨

[Cleoriff]

@AmberBeaven 

All info here

https://www.o2.co.uk/help/device-and-sim-support/our-change-of-mind-policy 

[AmberBeaven]

Thank you! I did look but couldn’t see how the phone was swapped. It just says for me to package it up and return, didn’t know the next steps regarding getting the new phone or figuring if I will be phone less for a few days awaiting them to receive it before they send out the new one 😃

[jonsie]

They only do door step exchange if the device is faulty

You need to return it, wait for it to be scanned back into stock and then order the device you want

The whole process could take a couple of weeks

[AmberBeaven]

Ah! Thank you. That’s pretty annoying. I literally ordered it today and then changed my mind so I’ve not even got it yet. I’m wondering if they may just be able to cancel
It, although it was next day delivery so seems unlikely. Thank you

[Cleoriff · Accepted solution]

@AmberBeaven 

You could also call O2 tomorrow. If you haven't had a dispatch email, it's probably out of stock so they may be able to cancel.

Give them a call..

All numbers are in this guide

Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call