How to get O2 Switch Up

What’s O2 Switch Up?

With O2 Switch Up, you can swap your current phone for a new one every 90 days (as long as it’s in good condition).


How does O2 Switch Up work?

O2 Switch Up is included with Plus Plans at no extra cost, or you can add it to a Custom Plan as a Bolt On for £6.99 a month when you first take it out, or if you’re still within your 14-day change of mind period.

Once you’ve got O2 Switch Up, you can pop into an O2 store to swap on the spot. Or if you’d rather switch by post, just give us a call on 202 or log into My O2 to get started.

Once we've checked it's in good nick, we'll pay off your current contract and you'll start a new plan for whichever phone you've picked. Don't forget, if you'd like to use Switch Up again, you'll need to take out another plan with Switch Up included or add it to a Custom Plan as a Bolt On for £6.99.

If your phone doesn’t meet our grading criteria, we’ll let you know what other options are available.

If you don’t return your old phone, you will continue to pay for that phone’s device plan until it ends – along with your new one.

Just so you know, O2 Switch Up isn’t available on custom plans or SIM only plans.


How can I get O2 Switch Up?

You can get O2 Switch Up in an O2 store, on our website, by signing in to My O2 or calling us for free from an O2 phone or landline on 0808 002 0202.

You’ll need to take out or upgrade to a new Plus Plan or any other Custom Plan. If you choose a Plus Plan, you’ll automatically get Switch Up at no extra cost, or you can choose to add it as a Bolt On to any other Custom Plan for an additional £6.99 a month.

Just so you know, O2 Switch Up isn’t available on our only SIM Only plans.

When you're ready to Switch Up, find out how to upgrade with O2 Switch Up and what condition your device needs to be in.


What do I have to buy to get O2 Switch Up?

To get O2 Switch Up, you need to take out a Plus Plan or Custom Plan with whichever phone you want (including our Like New range). It’s not compatible with laptops, tablets, smartwatches or any other connected devices.


Where can I swap my phone?

Head to any O2 store to swap your current phone for a new one. Find your nearest O2 store.

Or if you’d rather swap by post, just give us a call on on 0808 002 0202 or log into My O2 to get started.

If you try to complete your Switch Up via phone or online and this cannot be processed for any reason that isn’t your fault (e.g. due to a technical issue), you may have to go to one of our stores to complete your Switch Up request instead.


Are there any restrictions?

You need to have O2 Switch Up either as part of a Plus Plan (at no extra cost) or with any other Custom Plan (for an additional £6.99 a month) – it’s not available with SIM Only plans.

Your current phone also needs to be in good enough nick – meeting our grading criteria – and your O2 account can’t be in arrears. Upgrades may be subject to passing a credit/fraud check.

So, if you’ve seen something you like, pop into an O2 store and return your phone to us. Or if you’d rather switch by post, just give us a call on on 202 or log into My O2 to get started


What happens to my old phone?

To do our bit for the planet, we take back your old phone and refurbish it, wiping any data before we sell it on to someone as one of our Like New phones.


When I use O2 Switch Up, can I take advantage of the Enhanced O2 Recycle Payment as well?

No. You have two options to choose from once you’re ready to upgrade:

  1. You can use O2 Switch Up to get a new phone, which means you won’t get any money back when you recycle your old phone.
  2. You can recycle your old phone using the Enhanced O2 Recycle Payment and be reimbursed for the recycle value of it (plus any enhanced value), but this means you won’t be able to use O2 Switch Up.

Can I add O2 Switch Up partway through my plan?

If you’re on a Plus Plan, you’ll automatically get O2 Switch Up when your plan begins.

If you’re on a Custom Plan, you can only add the Switch Up Bolt On when you first take it out, or if you’re still within your 14-day change of mind period.

You can upgrade your Custom Plan early by paying off your remaining balance and taking out a new Plus Plan (getting Switch Up automatically at no extra cost) or any other Custom Plan (and adding Switch Up as a Bolt On for an additional monthly cost).


What’s the difference between O2 Switch Up and insurance?

O2 Switch Up isn’t a replacement for insurance – it compliments it. So, if your phone’s damaged, lost or stolen, you’ll still need to make a claim on your insurance before you can make the most of Switch Up.


Can I take insurance as well as O2 Switch Up?

Absolutely. O2 Switch Up doesn’t replace insurance – it compliments it.


Where can I find Terms and Conditions for O2 Switch Up?

If you started a Plus Plan tariff from 3 August 2023:

O2 Switch Up terms and conditions (from 3 August 2023 onwards).

 

If you got O2 Switch Up before 3 August 2023, either as part of a Plus Plan tariff or the discontinued O2 Switch Up Bolt On:

O2 Switch Up terms and conditions (11 August 2022 to 2 August 2023).


Upgrade with O2 Switch Up

When can I swap my current phone for a new one?

O2 Switch Up Plus Plan customers

 

If you got O2 Switch Up as part of a Plus Plan tariff before 3 August 2023 and have stayed on a Plus Plan since then, you can continue to swap your phone whenever you like.

If you got O2 Switch Up as part of a Plus Plan tariff from 3 August 2023, you can swap to a new phone every 90 days.

 

 

O2 Switch Up Bolt On customers

 

If you’ve got O2 Switch Up as a chargeable Bolt On with your Custom Plan before 3 August 2023, you can still swap your phone whenever you like.

If you’ve got O2 Switch Up as a chargeable Bolt On with your Custom Plan from 21 May 2024, you can swap to a new phone every 90 days.


How can I best prepare before I swap my phone?

Once you’ve decided to swap your phone for a new one, you’ll need to check your current phone meets our grading criteria (if it’s in good enough nick). If it does, remember to back up all your contacts, pictures, videos and whatever else you’ve got on your phone so you don’t lose them. You’ll also need to turn off any passwords you’ve set.

If you’re not sure how to do any of these things, pop into an O2 store and one of our advisers can talk you through it.


How many times can I use O2 Switch Up?

Once you’ve got O2 Switch Up, you can swap your phone for any of the latest and greatest, or for one you’ve been eyeing up for a while, every 90 days. It doesn't matter how long you've got left on your current contract – we'll pay it off for you. You just need to make sure your current phone meets our grading criteria.


Can I bring in any phone to swap?

You can only switch the phone you originally bought as part of your Plus Plan or Custom Plan. The only exception is if you’ve had a replacement phone through an insurance claim, as long as it’s the same make and model, or better.


What can I swap my current phone for?

You can switch your current phone for any other one you like, including our range of Like New phones. You can’t currently switch your phone for laptops, tablets, smartwatches or any other connected devices.

Don’t forget, you’ll need to make sure you take out either a Plus Plan or any other Custom Plan with O2 Switch Up added as a Bolt On if you want to switch your phone again.


What if I change my mind and want my old phone back?

We can’t give your old phone back once you’ve switched it for a new one, as we’ll have already started to refurbish it as one of our Like New phones. The good news is, as long as you’re still on a Plus Plan or any other Custom Plan with O2 Switch Up added as a Bolt On, you can switch your phone to a new one, every 90 days.


What happens if I want to keep my phone but change my plan?

Our Custom Plans are flexible. This means you can change your airtime plan up or down, once a month. Find out more about our flexible tariffs and other benefits.

If you move from a plan that includes O2 Switch Up to any other Custom Plan, without upgrading or resigning, you’ll lose Switch Up as a benefit.

You’ll also keep Switch Up if you’re on a Custom Plan (with Switch Up added as a Bolt On) and you move to either a Plus Plan or any other new Custom Plan.

If you move from your existing Plus Plan to another Plus Plan, you’ll keep Switch Up as normal.


What happens if I choose to upgrade my plan early?

If you’ve already got O2 Switch Up, you're free to swap to a new phone every 90 days. If you don’t have O2 Switch Up, you can still upgrade your plan early.


Will you take my phone back if it’s stolen or barred?

We don’t accept stolen or barred phones. The same goes for any with fake software installed on them.


O2 Switch Up condition guide

How do I know if my current phone’s suitable to swap for a new one?

If you’re planning on returning your current phone to us, you’ll need to make sure it meets our grading criteria. This means it’s free from:

  • Cracks, chips or deep scratches on the front, back or edge of the device
  • Any LCD damage that consists of missing pixels or lighting issues
  • Any functional damage, e.g. (but not limited to):
    • Camera (front and back)
    • Audio – speaker and mic
    • Connectivity – Bluetooth/WiFi/calls
    • Power and charge
    • Buttons not working as expected
  • Any water damage shown on the phone’s indicator or moisture visible on the screen or camera
  • Fake parts like a non-genuine screen replacement
  • Software locks like Find My iPhone or Google (must be removed before you swap your phone)
  • Stolen, barred or fake software

For more information, please see our O2 Switch Up condition guide.


What happens if my phone doesn’t meet the grading criteria?

We can’t accept and take back any phones that don’t meet our grading criteria and you can cancel O2 Switch Up at any time. Just head to My O2 to remove it. You do, however, have four alternative options:

  1. You can make a claim for any damage to your phone through your insurance (as long as you took it out)
  2. You can book your phone in to be repaired by O2
  3. You can offset some of the remaining balance on your plan with O2 Recycle before you upgrade
  4. You can pay off your existing plan to upgrade early – and you’ll keep your current phone, too

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