Replacement phone

[Yasmin91]

Could someone please help me please? I put an insurance claim through after cracking my screen on my s9, Dpd then picked up my phone tonight and gave me an s8 replacement. After checking through the email from 02 it said s8 on my information bit. Will I get my s9 back or will I keep this s8? Been trying to contact 02 with no luck and stressing out. Many thanks

[MI5 · Accepted solution]

@Yasmin91 

They have given you an S8 as a replacement.

If you don't want to keep it you need to contact O2 to reject it.

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.

[Yasmin91]

How can they give me an s8 forma replacement if my contract is for an s9?

[MI5]

@Yasmin91 

It's an option to give a similar device if they don't have the same model as yours, but you can reject it.

It just means you'll have to wait until they can get an S9 for you.

[Yasmin91]

Thank you, will contact them in the morning

[MI5]

You're welcome