O2 Refresh upgrade and damaged phone

[xxscrappyxx]

Hopefully this is in the right forum.

I am on O2 refresh and I can currently upgrade my phone. The messages on my O2 say they will pay off the remainder of my device plan if I choose to tradein and upgrade.

Can someone explains what this means please?

I have a dilemma in that I dropped my phone last week and the glass is damaged. I am wondering if I need to fork out the eyewatering £200 to get it repaired before I trade it in, or if I can still trade it in and my old plan gets paid off like they have said.

Thank you x

[Cleoriff]

A guide to Refresh here. You have to pay off the device plan before you are then able to upgrade to a new one

http://www.o2.co.uk/help/pay-monthly/o2-refresh-explained

https://community.o2.co.uk/t5/Pay-Monthly-Pay-and-Go/How-does-O2-Refresh-work/ba-p/1014093

Obviously if you want to trade in early for an upgrade, the phone needs to be in good condition..

[Cleoriff]

Just to clarify the conditions about an early upgrade/ trade in

http://www.o2.co.uk/help/phones-sims-and-devices/o2-refresh-trade-in

[adamtemp64]

@xxscrappyxx which tariff and phone do you have ? and what is the exact wording of the upgrade offer you are seing as it should take you to a set of t&c for the offer ?

[xxscrappyxx]

It's a Samsung S7 on the 30GB tariff taken out last year March.  

Screen shot of msgs below

[Cleoriff]

@xxscrappyxxThanks for that...Please look at the conditions required in my post above....if trading in to upgrade) It states

• Does it turn on and off?
• Is it fully functional and not missing any parts?
• Is the screen working and intact?
• Is the battery included?
• Is it free from liquid damage or damage from being crushed?
• Is it the original device and does it meet the manufacturer’s specifications?

Obviously your phone is damaged so wouldnt meet the criteria. You could contact customer services to  double check but I doubt they will tell you anything different http://www.o2.co.uk/contactus

[xxscrappyxx]

Thanks for that!

[adamtemp64]

the t&c you are bound to are these the original offer terms http://www.o2.co.uk/termsandconditions/archive/promotions/30gb-data-tariff-12-month-upgrade-offer-te... not the new ones.

I would pop into an ot store to clarify as they have to do the upgrade anyway.

I quote note the bits I have made bold

If following 12 months of your O2 Refresh Minimum Term you have an outstanding balance on your existing O2 Refresh Agreement, provided you trade in your Existing Phone through O2 Recycle under 3c above we will waive that outstanding balance (“O2 Payment”).  Existing Phone, if iPhone, must be unlocked from your iTunes account and factory settings restored and must meet the minimum condition requirements set out in the Your Device section of the terms and conditions at O2recycle.co.uk without any reduction for damage i.e. the 100% criteria to be eligible for trade in.

The O2 Payment above will be made regardless of the value of your Existing Phone.

Where your Existing Phone is worth less than the O2 Payment you will not be required to pay the difference.

Where the value of your Existing Phone is worth more than the O2 Payment, O2 will not be obliged to pay you the difference between the O2 Payment and the actual value of your Existing Phone

[xxscrappyxx]

Thank you for this. It is pretty clear. But I will pop in to clarify😊

[MI5]

Let us know what they say @xxscrappyxx as this is an interesting one and will be good to know if the terms are honoured.