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 Switch Up work?

Switch Up is included with Plus Plans at no extra cost.

 

Once you’ve got Switch Up, you’ll need to head to an O2 store and hand back your current phone, which we’ll check over to make sure it’s in good enough condition. If it is, you won’t have to pay off any outstanding costs on your current contract – we’ll settle things for you. We’ll then start you on a new Plus Plan or custom plan for whichever new phone you pick.

 

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


How can I get Switch Up?

Take out, or upgrade to, a new Plus Plan through our online shop or in an O2 store, and Switch Up is included at no extra cost.

When you're ready to Switch Up, find out what condition your device needs to be in.


What do I have to buy to get Switch Up?

To get Switch Up, you need to take out a Plus Plan with whichever phone you want. 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.


Are there any restrictions?

You need to be on a Plus Plan.

 

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.


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 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 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 Switch Up.

Can I add Switch Up partway through my plan?

You’ll automatically get O2 Switch Up as part of a Plus Plan when you first take it out.

If you’re not on a Plus Plan but want O2 Switch Up as a benefit, you can upgrade early by paying off your remaining balance and starting a new Plus Plan, then you'll have Switch Up included.


What’s the difference between Switch Up and insurance?

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 Switch Up?

Absolutely. 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 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, you can still swap your phone whenever you like. When you next upgrade, you’ll need to get a Plus Plan with Switch Up included if you want to swap your phone again later.


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 Switch Up?

Once you’ve got Switch Up as part of your Plus Plan, 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?

No. You can only swap the phone you originally bought as part of your Plus Plan. The only exception is if you’ve had a replacement phone through an insurance claim, provided it’s the same make and model or better.


What can I swap my current phone for?

You can swap your current phone for a new one every 90 days. 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 a new Plus Plan if you want to use O2 Switch Up again.


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

We can’t give your old phone back once you’ve swapped 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, you're free to swap to a new phone every 90 days.


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

If you move from a Plus Plan to any other custom plan, without swapping your phone for a new one, you’ll lose O2 Switch Up as a benefit.

If you move from your existing Plus Plan to another Plus Plan, you’ll keep O2 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 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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