Returning my Samsung S21 Ultra - reinstating airtime contract

[Osca]

Hi,

The connectivity is very poor so I'm planning on returning it.

My previous 'phone (a P20 Pro) I own.

Here's the question: can I reinstate the airtime on my P20 or do I have to take out a contract on a new 'phone?

[Cleoriff]

@Osca 

If you are returning a device, then the contract would end with it.

However, if you have another device ie P20 Pro, which is paid for, then you would be able to take out a sim only plan which would probably be far cheaper. https://www.o2.co.uk/shop/sim-cards/sim-only-deals#deviceType=phone&contractLength=Featured 

[Osca]

Thank you for the quick & helpful response.

Do I take the SIM only contract out before I return the Samsung?

[Cleoriff]

@Osca 

That's entirely up to you. You don't want to be left without a working phone.

If you wanted to retain your existing number, you should keep the sim which is in the phone you are sending back.

All changes are made to the account and not the sim.

https://www.o2.co.uk/help/device-and-sim-support/our-returns-policy 

Your best best is to give O2 a call and inform them of your intention to return the phone and that you wish to retain your existing number. Also inform them that you will be  taking out a sim only contract for your old phone.

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[MI5]

@Osca 

When returning a phone under the change of mind policy, O2 will revert you to your previous airtime tariff automatically. 

Just keep the active SIM and put it back into your other phone.

[Cleoriff]

@Osca 

Although you could, as I said earlier, change to a sim only contract which would probably give you a far better tariff. I presume you upgraded to the phone you are returning at the end of your previous contract?

As you will be using a phone which is paid for, the choice is yours.

[MI5]

@Osca 

If you attempt to change to a SIM only before the return is processed you will be billed for the entire cost of your device plan.

Just follow the correct process and once cancelled and back onto your previous tariff, you can then choose what you want to do either by upgrading again or by going simo and keeping your old phone. 

[Cleoriff]

Which is why I said to contact O2 and explain your intention to return the device. They will then be fully aware of what you want to do.

[MI5]

---

@Osca wrote:

Thank you for the quick & helpful response.

Do I take the SIM only contract out before I return the Samsung?

---

No, definitely not.

See my reply further down.