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Carphone Warehouse and O2

Our contract with Carphone Warehouse ended on 31 March 2020, so you won’t be able to upgrade your O2 contract through them anymore. The good news is you can do it all with us. And now that we’re looking after you directly, we believe we’ll be able to bring you better value and service. If you’re a Carphone Warehouse customer and you’re ready for a new phone, give us a call for exclusive deals.

FAQs

Has your partnership with Carphone Warehouse ended?

Yes, it has. We want to focus our attention on continuing to improve the experience of being with O2. Like teaming up with some great partners, offering up to six months free on O2 Extras like Amazon Video, Calm and Disney+. We're also investing heavily in our 4G and 5G networks, making uSwitch’s Best Network for Coverage in 2020 even better for the future.

My O2 contract’s from Carphone Warehouse. What do I do?

There's nothing you need to do - your contract will continue as normal. Once your contract ends, we'll get in touch to explain your available options.

Will my network service be disrupted?

No - your network service will continue as usual. If you ever have any issues, use our network status checker at https://status.o2.co.uk

Will this mean my contract will change?

Your contract won't change unless Auto-Save applies to you, or if you've upgraded since receiving your last bill.

Will my bills or Direct Debits change?

Your bills and Direct Debits will stay exactly how they are. You may notice your April bill is a little higher than normal. This is because of the Retail Price Index (RPI) rate of inflation announced in February, it’s not related to the Carphone Warehouse changes.

Who should I contact with a customer service query?

Come directly to us. We’ve always handled customer service for everyone on O2, whether they’ve bought from us directly (in our shops, online or over the phone) or indirectly (through retailers like Carphone Warehouse).

What happens if I change my mind after buying?

If you'd like to return your device within 14 days, head to the Carphone Warehouse website and they'll be happy to help.

Who do I speak to if my device is faulty?

If your device develops a fault within its warranty period, visit the Carphone Warehouse website for help.

What about my Carphone Warehouse insurance?

If you bought a Geek Squad or Team Knowhow insurance product from Carphone Warehouse, you'll need to visit their website. They'll be able to advise you.

My Carphone Warehouse order hasn’t arrived. What do I do?

If you have any queries about your Carphone Warehouse order, head to their website and they'll be happy to help.

What happens to my open Carphone Warehouse complaint?

You'll need to follow up with Carphone Warehouse directly. Head to the Carphone Warehouse website for more information.

I work for Carphone Warehouse. Will my discount end?

Your Airtime discount with us will remain in place until you next upgrade.

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