Returning and cancelling contract without even opened phoen

[Steph1986]

I ordered a upgrade I paid my old contract off but noticed it didn’t apply my discount or insurance. Spoke to an adviser and she said I had to send the phone back and cancel contract and wait for a refund before I can apply for the right tariff with discount. Does anyone know how long this process takes. By the time they give me QR code to post via post office to when they receive it and refund? Many thanks 

[pgn]

@Steph1986 - 

Currently, for that set of transactions, could be a month, could be 12 weeks... 

You need to contact O2.
Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202

I will say this is something that sounds like it has been made more complicated than necessary - so persist via the Social Media route for best chance of success, and nudge them every so often for updates. Good luck.

[madasaf1sh]

@Steph1986 

You wont get a refund on your old device plan or airtime you paid off... You will only get a refund for any upfront payment you made, and that can take 14 days from the date they receive the phone back..   

You will then go through the credit check etc. and then they can process the order... Also note that you only have 14days from when you receive the phone,

Why not add insurance on as you have 30days to do that and also to add any discounts on within the first 28days, an they will apply from your second bill. 

[Steph1986]

I was informed this morning by o2 to refuse delivering return to sender and it will make cancellation quicker. As I don’t need to wait days for a Jiffy bag  or returns label. It was o2 that advised me to return and cancel it as it was the wrong tariff etc,  what I don’t want is that I get informed that it’s been lost in transit or they can’t cancel the contract and charge me all sorts. Iv been with o2 over 10 years and always seem to be paying stupid amounts for old phones. No offering of any decent deals for being a valuable customer.  I paid an amount upfront for the new phone and paid off my old phone so I’m hoping once they received device and cancelled it there won’t be any problems. 

[Steph1986]

I don’t want a refund on the old device as far as I’m aware Iv paid that off as that was charged when I Did the upgrade also charged for delivery and charged for the new device. They advised me to refuse delivery as they get it back quicker  and they can cancel the contract when they get the device back. It’s only been a day so will be way before 14 days I just don’t wanna be roped in to a contract that I don’t want or for a device I don’t have. Iv been reading people having problems with cancelling contracts funnily enough even the delivery driver that went to deliver it today had issues. The phone not even been taken out the packaging. But thank you for your reply Iv not cancelled or sent anything back to do with contracts before