O2 Switch Up Terms and Conditions

Switch Up Terms (from 3 August 2023).

For purchases prior to 3 August 2023, see O2 Switch Up Bolt On Terms (from 11 August 2022 to 2 August 2023).

(Last updated on 2nd March 2024)

Purchase & Eligibility

1. The O2 Switch Up Bolt On is sold and charged as part of our Plus Plans, which constitute a package of services. The O2 Pay Monthly Mobile Agreement, available here, shall apply to the O2 Switch Up Bolt On. In addition to the Pay Monthly Mobile Agreement, these Terms and Conditions will form part of your O2 customer contract once an eligible order for the O2 Switch Up Bolt On has been accepted by us.
2. References to ‘device’ or ‘devices’ in these Terms and Conditions means handset devices only.
3. Taking out any new custom plan or Plus Plan will be subject to status, credit checks and payment by direct debit as well as being subject to availability.
4. O2 Switch Up is only available to new and upgrading O2 customers who purchase a Plus Plan through direct O2 sales channels.
5. It is available to eligible customers at the point of sale as an included benefit of any Plus Plan.

Using O2 Switch Up

6. The O2 Switch Up Bolt On allows you to swap an existing handset device and take out a new handset device under a custom plan or Plus Plan. When taking out a new custom plan or Plus Plan, you may redeem promotional offers that we currently have available at the time (excluding any O2 Recycle offers on new devices, including enhanced recycle, which cannot be redeemed as a part of using O2 Switch Up). Other types of device plan (e.g. tablets and watches) and tariffs (e.g. sim only) will not be eligible for O2 Switch Up. If you wish to add O2 Switch Up to your new plan, this will only be available as part of a Plus Plan.
7. You will not be able to use O2 Switch Up within the first 90 days of the successful purchase and activation of the relevant eligible plan. Each time you use O2 Switch Up, the 90 days will restart and you will only be able to use O2 Switch Up after this period.
8. When you wish to use O2 Switch Up, we will need to examine your current device (as you will be switching it for a new one) and this can be carried out in a number of ways. These options are as follows:
   1. You may bring the device into one of our stores, where one of our agents will check that your device complies with our criteria and give you advice on the next steps involved;
   2. You may call into our Voice channel, where one of agents will give you advice on the next steps involved including where to send your device so that we can first check it complies with our criteria; or
   3. You may submit a request to use O2 Switch Up via our Online journey, which will give you further instructions as to where to send your device so that we can first check it complies with our criteria.
9. If that device complies with our criteria (see clause 10), your request to swap your device via O2 Switch Up will be approved. We will keep your device and settle your existing device plan, which will subsequently be terminated, before you enter into a new device plan. Clauses 11 to 19 below explain what happens if and when your request to use O2 Switch Up is approved, or if it is refused.

Device condition criteria

10. In respect of the condition of your device, reasonable fair wear and tear is acceptable; however, the following scenarios will be excluded and you will not be permitted to swap your device if any of the following apply:
    1. you are in arrears with us (whether in respect of an existing or previous plan / tariff that has been left unpaid);
    2. the device is not fully functional (e.g. buttons or parts are missing, or the device does not power up or does not function properly in line with manufacturer specifications);
    3. the device is physically damaged, beyond what would be reasonably classed as ‘fair wear and tear’ (e.g. the screen or casing is cracked or heavily scratched);
    4. the device is water damaged;
    5. the device, in our reasonable opinion, has any other damage or issues that would impact the normal functioning of the device, except for any inherent faults not due to your own acts or omissions; and
    6. you provide a device with an IMEI code that does not match the device that was provided by us at the start of the existing contract, except for devices that may have been replaced under a valid insurance plan or warranty which no longer have the same IMEI code as the original device.

Once your request is approved or refused

Voice and/or Online channels journey

11. If you are submitting a request to use O2 Switch Up via our Voice or Online journeys, we will ask you initially to send your device to our approved third-party operator, so that we can examine it before making a decision whether to approve or refuse the request. We will provide you with a prepaid returns jiffy bag, sent to the address associated with your account, so that you can send your device to the address we communicate to you.
12. Before sending your device to the requested address, you must first log out from and remove any personal accounts from the device (e.g. find my phone, iCloud, Gmail etc). We will provide you with instructions in order for you to be able to complete these steps. Please bear in mind that we cannot guarantee that your O2 Switch Up request will be approved until we have checked its condition, so we recommend that you back up all of your files and data in case we need to send your device back (as it will be reset to its default factory settings before being returned). We will not be liable for any failure by you to back up your device’s files and data before sending the device to us.
13. Whilst your existing device is sent off to be checked, we may allow you to start your new contract until your O2 Switch Up request is approved, whilst retaining your current device at the same time. This process is further explained below under clause 20, including details of your ongoing liability for your existing plan prior to us having made our decision.
14. If your request is approved, we will keep your device and notify you that your request to use O2 Switch Up has been successful. We will subsequently pay off and terminate your existing contract, leaving you with only the new contract you will have entered into as part of this process.
15. If your request is refused, we will return the device to you at the address associated with your account and you will only be able to move to a new plan through our standard upgrade options, which may come with additional early repayment charges. Any O2 Recycle offers on new devices, including enhanced recycle, will be available to customers if they upgrade via this standard route. You may also only move to a new plan through our standard upgrade options if you want to change your plan during the first 90 days from purchase, as you cannot use O2 Switch Up during this period. See our standard upgrade info here.
16. If you try to complete your switch up via our Voice or Online journey and this cannot be processed for any reason that isn’t your fault (e.g. due to a technical issue), we may have to ask you to go to one of our stores to progress your request instead. If applicable, you will need to bring your existing device to one of our stores, so that we can examine it before making our decision whether to approve or refuse the request. This process is explained in more detail below.

In-store channel journey

17. If you are submitting a request to use O2 Switch Up via our in-store journey, we will examine your device in person before making a decision whether to approve or refuse the request.
18. If your request is approved and before we take your device, you must log out from and remove any personal accounts from the device (e.g. find my phone, iCloud, Gmail etc). We will provide you with instructions in order to be able to complete these steps. We will subsequently pay off and terminate your existing contract, leaving you with only the new contract you will have entered into as part of this process.
19. If your request is refused, we will return the device to you and you will only be able to move to a new plan through our standard upgrade options, which may come with additional early repayment charges. Any O2 Recycle offers on new devices, including enhanced recycle, will be available to customers if they upgrade via this standard route. You may also only move to a new plan through our standard upgrade options if you want to change your plan during the first 90 days from purchase, as you cannot use O2 Switch Up during this period. See our standard upgrade info here.

What happens whilst I wait for my device to be sent off and reviewed (for Voice and Online journeys only) or if my chosen device for my new contract is unavailable when I use O2 Switch Up?

20. In the event you have chosen to use O2 Switch Up via either our Voice or Online journeys, meaning you are required to send your device to our approved third-party operator to check the condition of the device, or if your chosen handset device is not currently available (e.g. it is out of stock or in a pre-order state) when taking out a new contract, we may allow you to start your new contract until your new device is available, whilst retaining your current device at the same time. If so, the following rules will apply:
    1. When we receive your device, we will examine its condition;
    2. If your existing device meets our criteria (and continues to do so), we will pay off and terminate your existing contract upon its safe receipt by us, leaving you with only the new contract you will have entered into as part of this process;
    3. If your existing device does not meet the criteria, whether at the initial grading stage or the condition has subsequently changed once it is received by us, we will not close your existing contract and will not be eligible to continue with the O2 Switch Up process. You will subsequently be provided with a choice either to:
       1. back out of and terminate your new contract, if you’re within the relevant 14 day change of mind period, returning the new device to us and therefore choosing to continue with your existing device in accordance with the terms of your existing contract. You will continue to be responsible for the ongoing payments associated with it (although, note that your existing device plan and airtime plan will be capable of being cancelled separately moving forwards, unlike before); or
       2. continue with the transaction, which will be processed via our standard upgrade and/or O2 Recycle journeys instead of the O2 Switch Up process (the terms and conditions of which can be found at O2 Recycle | Mobile Terms and Conditions | O2), where we will provide a value for your device and credit this to your existing contract. Please note that you may be required to pay early upgrade charges as well as any further payments to make up any deficit between your remaining contract balance and the O2 Recycle quote provided in respect of your existing device, if applicable;
    4. If applicable, once your new device is available and has been dispatched to you, you should send your existing device to us within 14 days from the date of dispatch of your new device. Your existing contract will remain active and you will continue to be liable to pay the monthly payments until your existing device is sent to and safely received by us. We will also examine it upon receipt to ensure its condition is consistent with the original information you submitted.

Other applicable terms of use

21. If you transfer an existing Plus Plan airtime tariff to another Plus Plan device plan, then the O2 Switch Up Bolt On will remain active.
22. If you transfer an existing Plus Plan airtime tariff to a standard custom plan device plan, then the O2 Switch Up Bolt On will be removed and you will not be able to add the O2 Switch Up Bolt On again until you upgrade to a new Plus Plan (where it is already included).
23. The O2 Switch Up Bolt On is for your personal non-commercial use. If, in our reasonable opinion, you're using it for commercial purposes or contrary to your terms of service, we reserve the right to restrict your use.
24. O2 does not guarantee that the O2 Switch Up Bolt On will always be made available and reserves the right to end the O2 Switch Up Bolt On at any time.
25. In addition to these Terms and Condition, please refer to the Pay Monthly Services Agreement for more details on our rights to vary and (if applicable) your rights to cancel.
26. We reserve the right to terminate, restrict or suspend your use of the O2 Switch Up Bolt On, if you are, in our reasonable opinion, in breach of your terms of service.