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Device repairs

Help and support

Fixing a fault 

We’re sorry that you’re having issues with your device or accessory. Before anything else, try our troubleshooter – it may help you fix the problem without needing to send it for repair.

If you bought insurance from O2 for your device, if your warranty has expired or if your device or accessory is damaged and our troubleshooter hasn’t been able to fix the issue,  head to the ‘Other repair options’ section further down this page.

Arrange a repair

To arrange a repair, just follow these three steps. You’ll find more details below about how to complete each step.
 

Step 1 - Troubleshoot your issue 

If you haven’t already, try our troubleshooter to try and fix the problem yourself


Step 2 – Prepare your device for exchange or repair

If you’ve had your device or accessory for 30 days or less, and our troubleshooter has determined that there’s a genuine fault, we’ll skip the repair and either replace your device or give you a refund. Visit our returns page to find out what to do.

If you’ve had your device or accessory for more than 30 days, we can arrange a repair. Before that happens, there are some important things you’ll need to do:

  • Back up your device so you don’t lose any important photos, contacts or texts
  • Remove your sim (unless it’s an esim) and any case, screen protector or SD card. If you have an Apple Watch, remove the straps – we can’t properly test your device with them in place. If we have to remove them ourselves, screen protectors and Apple Watch straps can’t be returned and your sim and SD card will need to be destroyed to protect your data 
  • Disable any security locks/passcodes: check your device settings to find out how to do this. If you don’t disable locks and passcodes, we’ll have to return your device unrepaired
  • iPhone, iPad and Apple Watch users must switch off ‘Find my iPhone’. If you don’t switch it off before sending your device to us, we won’t be able to attempt to fix your device and will have to return it unrepaired. See this guide on Apple’s website for more information on how to disable ‘Find my iPhone’
     

Step 3 – Send your device for repair

If our troubleshooter determines that there’s a fault which needs a repair, we’ll send you some packaging to return it for repair. Here’s what to do next:

  • Make sure you’ve done everything listed in ‘Step 2’ above
  • If you bought your device or accessory in an O2 store:
  • If you purchased online or over the phone:
    • Contact us to tell us that your device or accessory needs repairing. We’ll send labelled packaging for you to use when returning it to us
    • Pack up your device or accessory securely and make sure the label’s clearly visible. Remember to return everything that came with your purchase, including its original packaging
    • Drop off the package at your local Post Office. It won’t cost you anything to send, unless you choose a tracked delivery method
  • Once your device or accessory arrives at our dedicated repair centre and has been evaluated, you’ll be notified of any issues and advised on whether or not it can be repaired. See ‘Could my device come back unrepaired’ in the FAQs below
  • We’ll aim to repair and return your device or accessory within four days of receiving it. You can use our repair progress tracker to see how things are going.

 

Other repair options

If the issue with your device or accessory isn’t a genuine fault (if it’s been caused by damage, for example), or if it isn’t covered by a warranty or your statutory rights, you have a few options:

FAQs

Repair Timeline
  • Your device will be sent to our dedicated repair centre
     
  • You will be notified of any issues with the device and whether it can be repaired or not. Please see ‘could my device come back unrepaired’ below for more information.
     
  • We will repair and return your device within four working days of receiving it.
     
  • Track your repair

 


Repair checklist

We have a list of checks to tick off every time we repair a device. Here’s a quick overview.
 

Functional checks (depending on model)

  • Network and signal – we use a live O2 sim to test network registration, normal signal strength, and call and audio functionality

  • Electronic IMEI number – this need to match the one on the label

  • SD card – we make sure the memory card can be seen and accessed

  • Hardware – this covers things like the keys, touch surface, LCD (dead and bright pixels), vibration, earpiece and loudspeakers, microphone, headphone jack, Bluetooth and wifi connection, camera, screen proximity sensor and battery charging
     

Contents checks

  • SMS and multimedia message boxes – all folders must be empty

  • Call logs and timers – these must be empty

  • Applications – only listed default applications must be installed in the main menu

  • Data counters – these must be empty

  • Internet browser – must be back to its default settings
     

Cosmetic checks

  • Battery pins – these should be unbent and unbroken

  • Screws – must all be there and screwed in tight

  • Sim and SD card slots – should be empty with no sign of damage

  • Charge socket and headphone jack – we check for pin damage

  • Case – must be clipped correctly with no parts missing

  • External surface – we check for cracks or chips

  • LCD/ touchscreen – we check for cracks and internal dust

  • Camera lens – we check for cracks, internal dirt and dust

  • Physical keys (like volume or power) – we check for damage, missing or restricted movement

  • Battery cover – must be present and clipped properly

  • IMEI label – must be present, undamaged and matches the job record


Could my device come back unrepaired?

Sometimes repairs aren’t possible. Here’s a list of reasons why we may not be able to fix your device.
 

Device out of warranty
 

This may mean your device is no longer under warranty or the damage isn’t covered. So we won’t be able to fix it. But hope’s not lost. We’ll get in touch with you to discuss these options:

  • Pay for your own repair - We cost it up, you give the ‘go ahead’. If you were given a rough quote early on, keep in mind that the new figure could be more or less (we can only give you an accurate quote after inspection).

  • Upgrade - It’s worth considering paying off the remainder of your Device Plan and upgrading. The closer you are to the end of your contract the less you’ll have to pay off, so it could be surprisingly affordable.

  • Getting a ‘Like New’ phone - We have reconditioned phones that are like new. And you can pick one up from us for a fraction of their original cost.

 

No fault found
 

This means we’ve tested it and haven’t been able to replicate the fault. Reasons for this could be that restoring your device to its factory settings did the trick. Or that the fault came from a corrupted app or conflicting apps. It could even be a network issue where you use your device.

To help get to the bottom of it, our engineers may call you to ask a few questions.
 

Beyond economic repair

This is never good news. It means there’s nothing we can do. There are a few different reasons why a device could be beyond economic repair.

  • Water damage. If moisture has gotten into your device (this could be anything from rain to steamy bathrooms). Even if your device is “water resistant” it can still be damaged by water, which won’t be covered under warranty.

  • Physical damage. If your device has been broken by hitting floorboards, road, rocks etc.

  • Unauthorised repairs. If your device has been worked on or opened before you send it to us. This is naughty, and it makes the manufacturer’s warranty void.
     

If your device is beyond economic repair you still have options.

  • Alternative insurance - You could consider claiming under other insurance policies you might have (like household insurance).

  • Upgrade - It’s worth considering paying off the remainder of your Device Plan and upgrading. The closer you are to the end of your contract the less you’ll have to pay off, so it could be surprisingly affordable.

  • Getting a ‘Like New’ phone - We have reconditioned phones that are like new. And you can pick one up from us for a fraction of their original cost.
     

No proof of purchase

This means we have no record of selling your handset to you. There are typically two reasons for this:

  1. It’s a replacement device from a previous repair

  2. It was purchased elsewhere. You might have an O2 sim but the device was bought from another company. Speak to the manufacturer if the device is under warranty or to the company that sold it.


Warranty lengths

Warranties exist to cover your device or accessory if it develops a fault. What warranties don’t cover is physical damage, so you can’t claim under warranty if your device stops working because it fell onto the road or into the bath.

Any physical damage to your device or accessory will make its warranty void. This means you’ll be charged for the repair even if the damage isn’t related to the fault. We can still fix faults if your device is out of warranty, but you’ll be charged.
 

Warranty lengths
 

Phone and tablets:

  • Apple devices – 12 months from date of purchase.
  • Alcatel phones – 12 months from date of purchase.
  • All other phones and tablets – 24 months from date of purchase.
  • Any phone on an eligible Plus Plan – 3-Year Warranty from date of purchase.

Smart Watches:

  • Apple Watch – 12 months.

Wearables:

  • Samsung Gear S – 24 months.
  • All other wearables – 12 months from date of purchase.

Our Like New phones:

  • Grade A – 12 months.

Accessories:

  • 12 months from date of purchase.

What is a 3-Year Warranty?

This is where the warranty offered by the device manufacturer is extended by O2 for one or two years – up to three years in total.

Who is eligible for a 3-Year Warranty?
Currently, any customer who takes out Plus Plans on a handset will be eligible (doesn’t include sim only or tablet Plus Plans). We may add new eligible plans from time-to-time.

What does the 3-Year Warranty cover?
If a device suffers from an electrical or mechanical fault through normal use during the warranty period, we’ll repair it for free, including all parts and labour. Battery failure is also covered, but natural battery degradation through normal use will not be covered.

Additionally, any water, cosmetic or accidental damage, or faults caused by unauthorised repairs, or damage caused by opening your device, will not be covered.

For a detailed list of what isn’t covered under the 3-Year Warranty, see our terms and conditions.

How will a customer’s device get fixed or replaced under a 3-Year Warranty?
If the fault is covered by the warranty, we’ll fix it. And if for any reason we can’t fix it, we’ll arrange for a replacement device from our fully refurbished stock.

If we can’t provide an exact replacement (e.g. if your device is no longer in production), we’ll provide an alternative device of the same or higher specification. We’ll aim to repair and return your device within four working days of receiving it, but it may take longer if your repair is particularly complicated.

Will the warranty last a full three years even if I upgrade my device or change my tariff?
Provided you move your Airtime Plan to an eligible tariff, you’ll continue to benefit from the 3-Year Warranty.

However, if you move to an ineligible tariff, or upgrade your device by purchasing one under a new Device Plan, or change your tariff to a sim only plan, you will lose your 3-Year Warranty and go back to the standard manufacturer warranty period. For full exclusions and terms, see terms.


Get in touch

If you’ve got any questions about exchanging or repairing your device/accessory, contact us or pop into your nearest O2 store.

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