Check if your phone’s eligible for Switch Up
To upgrade with O2 Switch Up, your current phone needs to be in good condition. The odd bit of wear and tear’s okay, but if it’s damaged or faulty, it won’t be eligible for a swap. Also, we can't swap phones with non-genuine parts, like replacement screens.
Fault-free
To swap your phone using O2 Switch Up, it needs to be in full working order. That means there shouldn’t be any faults with the screen, cameras, speakers or microphone. The phone should charge and hold power as normal, and its connectivity features, like Bluetooth, WiFi and cellular, should work properly. If your phone’s faulty, we might still be able to help.
Your phone also needs to be unlinked from any user accounts, like iCloud, Find My iPhone or Google, before you can use Switch Up.
Screen
Your phone’s screen should be free of any deep scratches or marks that could affect viewing, and the camera lenses should be clear.
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External surfaces
Light or moderate scuffs and scrapes to the edges and casing are fine, but chips, cracks and deep scratches won’t be accepted.
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Water damage
We can’t accept any water damaged phones. If there’s any visible moisture behind the screen or cameras, or other indications of water damage, you won’t be able to swap your phone for a new one with O2 Switch Up.
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FAQs
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 switch your phone)
Stolen, barred or fake software
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:
You can make a claim for any damage to your phone through your insurance (as long as you took it out)
You can book your phone in to be repaired by O2
You can offset some of the remaining balance on your plan with O2 Recycle before you upgrade
You can pay off your existing plan to upgrade early – and you’ll keep your current phone, too
Last updated: 07/02/2025
