How do I return a phone within the 14 day change my mind policy period?

[JacobW]

I got in touch with o2 support chat through the my o2 app. They said I can go to www.o2.co.uk/returns and speak to a member of the returns and repair team through live chat. There is no live chat anywhere on the page and links just take me round in circles.

I want to return the phone and cancel the new contract. They should apparently revert me to my old contract where I can select a new upgrade from there. It feels impossible to get anything sorted.

[MI5 · Accepted solution]

@JacobW 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to 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 someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[JacobW]

Thanks for the info. I eventually got this resolved after a 45 minute phone call. Good to see O2 customer support is as good as any large corporate company... very disappointed with being provided false information from their direct chat in the app. At least the person I eventually got through to after being passed around and put on hold multiple times was informative and helpful. I suppose i got there in the end.

[Alemon]

I was researching the same thing and here's what I've found. If you upgraded instore, go back instore. If done online/by phone then the livechat in the my o2 app should be able to send out the necessary return labels, they're available 7am-11pm apparently. Otherwise it's ring up between 8am-8/9pm..

"If you purchased online or over the phone:

*Contact us to tell us that you’d like to return or exchange your device or accessory. We’ll send labelled packaging for you to use when returning it to us

*Pack up your device securely and make sure the label’s clearly visible. Remember to return everything that came with your device, including its original packaging

*Drop off the package at your local Post Office. It won’t cost you anything to send, unless you choose a tracked delivery method"

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

Hope that's easier for you! The organisation for troubleshooting things could definitely do with improving between the app/site/community I think..

[Alemon]

Whoop, too late 😅