20-05-2020 14:38 - edited 20-05-2020 14:39
@Donna771 If your phone is still under warranty you'll need to speak to customer service. All numbers available are in the link below. It seems that 0800 587 4005 gets good results.
You could also contact the phone manufacturer of whichever phone you have.
on 20-05-2020 14:55
@Donna771 Just a word to the wise. O2 repairs don't have the best of reputations. If you can, take photos of the condition of the phone before you send it, and make note of the IMEI. Also send it registered post and insure it.