Help and Support

After you upgrade to O2 Refresh

After you upgrade to O2 Refresh

Your credit agreement

We've emailed you a link to view, accept and print your Device Plan credit agreement. You'll receive the standard Pay Monthly terms and a welcome letter through the post.

You can look at your credit agreement at any time through My O2, or call us to ask for a copy.

Your new phone

We'll deliver your new phone within one or two working days. If you've got a tracking reference, you can track the delivery online here

When you switch to your new phone:

  • Make sure you back up your contacts, or move them onto your sim. If your new phone takes a micro sim, you can swap your current sim here
  • If you're moving from a Blackberry to an iPhone or vice versa, you'll temporarily lose email service until we've set up your new device (this should take less than 24 hours).
  • If you need to move a mobile ticket onto your new phone, call Ticketmaster on 0844 844 02 02. They'll make sure your old ticket is cancelled and update your phone with your new ticket.

For information on using your new phone, check out the O2 Guru's online tutorials

Changing your mind

Not sure this is the piece of tech for you? Have a look at our returns and repairs policy.

Your tariff

You can upgrade your tariff at any time, and you can move back to the tariff you originally upgraded to. You won't be able to reduce your tariff to a lower one until your next upgrade.

Allowance

When your tariff changes, you start on your new allowance. In your first month, we'll work out how many minutes you can use from your old and new tariff. You can keep tabs on how many minutes you've got left by sending a blank message to 21202. This can take up to 24 hours to update after your tariff change.

Your bill

Your O2 Refresh bill will be split into two parts - your Airtime Plan and your Device Plan. You can look at your bill and payment information at My O2

Find out more about billing

Upgrading your phone

You can choose to pay off your Device Plan at any time. Just contact us for free on 202, or visit Upgrades. Once you've paid off your Device Plan, you can choose a brand new phone.

Your old phone

You can turn your old phone into cash with O2 Recycle Upgrades.

If you want to keep the phone, or pass it on a friend, you can still have all the benefits of being with O2 by choosing one of our Pay As You Go sims

Terms and conditions

The terms for the Airtime Plan are the same as our other Pay Monthly tariffs. But the Device Plan is covered by a Consumer Credit Agreement, which contains terms and information you need to read and agree to.

Read our terms and conditions

If you're not sure about any techy terms, check out our jargon buster

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