Help and Support

Returns and repairs

Faults and repairs

Getting your device back to its best

Sorry you’re having troubles with your tech. The good news is we’ll do everything we can to get it on the mend as quickly as possible.

If your device does need repair, remember that repairs are case by case. We can only figure out the problem once we’ve had a look. So if we can’t help right away, the information below will give you a good idea of the repair road ahead.

Already sent your phone for repair? We’ve got all the information you need on our repairs process.

Before sending off for repair

Use our self-help troubleshooter - we can't stress this enough.

Why’s this important? Because 40% of the devices sent in for repair could have been fixed at home by a simple software update or factory reset. It could be fixed in minutes, not days, and we don’t want you to be without your phone if you don’t need to be.

Start troubleshooting

Preparing your device for repair

There are a few things you need to do before you send your device our way:

  1. Back up – do this so you don’t lose any important photos, contacts or texts
     
  2. Remove your sim, and any case, screen protector or SD card – we can’t properly test your device with them in place. If we have to remove them, protectors can’t be returned and your sim and SD card will need to be destroyed to protect your data (we need to do this by law)
     
  3. Disable any security locks – our engineers are good at engineering, not guessing passcodes. Look in your device settings to do this.

    iPhone users only
  4. Switch off ‘Find my iPhone’ – this is a must. If you don’t switch it off, we won’t be able to attempt to fix your phone so we’ll have to return it unrepaired. Need help doing this? Go to our FAQs

What your warranty covers

Warranties exist to cover your device 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.

Also worth noting, any physical damage to your device 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. Add Apple Aftercare and you get an extra 12 months.

                                        All other phones and tablets – 24 months from date of purchase.

Wearables:                      Samsung Gear S – 24 months.

                                        All other wearables – 12 months from date of purchase.

Our Like New phones:   Grade A/Perfect – 12 months

                                       Grade B/Almost Perfect – 12 months

                                       Grade C/Perfectly Fine – 3 months

Accessories:                   12 months from date of purchase

Getting your device repaired

You can take your device to your local O2 shop, or send it off for repair from home.

Taking your device to an O2 store

If you want to sort it out face to face, you can pop in to your local O2 shop at any time or book an appointment with an O2 Guru. This is what you’ll need to do when you arrive:

  1. Hand your device over to a team member
  2. Standby as we run some checks

We’ll try to fix your device then and there so you’re not without it. If we do need to send it off, this is what you’ll need to do next:

  1. Give us a few details so we can book your repair in (we’ll ask for an alternative number so we can contact you if we need to)
  2. Prepare your device – see the instructions above
  3. Grab your repair receipt and keep hold of it
  4. Look out for confirmation emails (the first when your device is off to be fixed, the second when it’s arrived as our repairs centre)

Paying for your repair

If you’re in store and your device needs to be sent off, you’ll need to pay for the repair upfront. If this happens, we’ll provide a secure payment line so you can make the transaction over the phone.

Loan phones

We don’t want you to feel lost without your phone, so ask in the store about loan phones, to keep you going while your phone is being repaired. We can’t guarantee that we’ll have one available, and it might just be a simple phone for calls and texts, but it may help you while you wait.

 
Sending your device by post

If you want to get the ball rolling yourself, this is what you’ll need to do:

  1. Contact us by phone or webchat and we’ll book your repair in. We’ll ask you to:
    • Give an alternate number so we can contact you if we need to
    • Choose how you want to send your device (choose a repair jiffy bag posted to you or do it by yourself)
  2. Make sure you’ve prepared your device – see the instructions above
  3. Attach the repair label (the one in the jiffy bag or your inbox, depending on the option you chose)
  4. Take your package to the post office. For extra safety, we suggest upgrading the pre-paid postage to Special Delivery with insurance (around £7). This is optional, of course.
  5. Look out for a confirmation email that your device has arrived at our repairs centre

Paying for your repair

If you’ve booked your repair over the phone or webchat, we’ll add the cost of the repair to your bill.

Tracking your repair

No one likes being apart from their phone, even if it’s for the best. Thankfully, our progress tracker lets you check in on your device to see how it’s doing and when you can expect to be reunited.

Our repair partners each have their own portals. Feel free to check them, but keep in mind that’s the same information we get, so they won’t be able to give you any extra details.

Track your repair here by entering your repair number and postcode.

Got a faulty accessory?

If you’ve got a problem with an accessory, you’ll need to return it to where you bought it. If you bought your accessory from an O2 store you can return it there. To return an accessory that you bought online, use our accessories return form.

What happens next?

When we receive your device

Before we can get your repair underway, we need to do a couple of things:

  1. Destroy the sim and any SD card – if you haven’t taken them out beforehand, we’ll need to do this to protect your data (we need to do this by law)
     
  2. Restore the device to factory settings and install the latest software – this will wipe all your data like contacts, photos, emails and texts. We need to do this so we can test your device’s capability without having to deal with things like lack of memory or clashing apps.

Making an insurance claim

If your device is damaged when you send it for repair, you’ll be charged full price to fix it. It’ll almost certainly be cheaper to claim on your insurance, if you have it. Here are your options:

Insurance with O2
Contact us so we can check that the damage is covered by your policy. If it is, we can sort out your claim over the phone.

Other insurance
The ball’s in your court on this one. If you’d like to claim under other insurance you might have (like household insurance) you’ll need to contact your insurance provider.

Want to know more? Check out our frequently-asked questions below.

Could my device be returned 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.

What to do next?

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.
How do I turn Find My iPhone off?

You can do this on your phone or from a computer.

Apple has all the information you need so follow their steps here.

What do you look for when making repairs?

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
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