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Device repairs

Assistance and support

Fixing a fault

We're pitiful that you're having bug with your device or accessory. Before anything else, effort our troubleshooter – it may help yous fix the problem without needing to transport it for repair.

If you bought insurance from O2 for your device, if your warranty has expired or if your device or accessory is damaged and our troubleshooter hasn't been able to prepare the issue,  caput to the 'Other repair options' section further down this page.

Arrange a repair

To arrange a repair, merely follow these iii steps. Y'all'll find more details below nigh how to complete each footstep.

Step 1 - Troubleshoot your issue

If yous haven't already, try our troubleshooter to try and ready the problem yourself


Step two – Prepare your device for exchange or repair

If you've had your device or accessory for thirty days or less, and our troubleshooter has determined that at that place'southward a genuine mistake, nosotros'll skip the repair and either replace your device or requite y'all a refund. Visit our returns folio to find out what to do.

If you lot've had your device or accessory for more than 30 days, nosotros can accommodate a repair. Earlier that happens, there are some important things you'll need to do:

  • Back up your device then y'all don't lose any of import photos, contacts or texts
  • Remove your sim (unless it's an esim) and any case, screen protector or SD card. If yous have an Apple Watch, remove the straps – we tin can't properly test your device with them in identify. If we have to remove them ourselves, screen protectors and Apple Scout straps can't be returned and your sim and SD card will need to be destroyed to protect your data
  • Disable any security locks/passcodes: bank check your device settings to detect out how to do this. If yous don't disable locks and passcodes, we'll have to return your device unrepaired
  • iPhone, iPad and Apple Watch users must switch off 'Detect my iPhone'. If you don't switch it off before sending your device to u.s., nosotros won't be able to attempt to prepare your device and will take to return it unrepaired. Meet this guide on Apple tree's website for more data on how to disable 'Find my iPhone'

Footstep 3 – Ship your device for repair

If our troubleshooter determines that there's a fault which needs a repair, we'll send you some packaging to return information technology for repair. Hither'due south what to do next:

  • Make sure you lot've done everything listed in 'Step ii' above
  • If you bought your device or accessory in an O2 store:
    • You lot'll need to return it to store to exist sent for repair. Detect your nearest O2 store
  • If you purchased online or over the phone:
    • Contact united states of america to tell united states of america that your device or accessory needs repairing. We'll transport labelled packaging for you to apply when returning it to us
    • Pack up your device or accessory deeply and make sure the label'south conspicuously visible. Do non ship chargers or accessories every bit these cannot be returned
    • Driblet off the parcel at your local Mail service Function. It won't cost you anything to transport, unless you choose a tracked delivery method
  • Once your device or accompaniment arrives at our dedicated repair centre and has been evaluated, you'll be notified of any bug and advised on whether or not it tin be repaired. Meet 'Could my device come back unrepaired' in the FAQs below
  • We'll aim to repair and return your device or accessory within four days of receiving it. You can employ our repair progress tracker to meet how things are going.

Other repair options

If the result with your device or accessory isn't a genuine error (if it'south been caused by damage, for case), or if it isn't covered by a warranty or your statutory rights, you have a few options:

  • If y'all bought mobile insurance from u.s., your issue may be covered. Contact us to see if you lot tin claim.
  • You tin pay for the repair. Contact us to find out more nigh chargeable repairs.

FAQs

Repair Timeline
  • Your device volition be sent to our dedicated repair center
  • You will exist notified of any problems with the device and whether it can be repaired or not. Delight come across 'could my device come up back unrepaired' below for more information.
  • Nosotros will repair and return your device within 4 working days of receiving it.
  • Track your repair
Repair checklist

We accept a list of checks to tick off every time we repair a device. Hither's a quick overview.

Functional checks (depending on model)

  • Network and signal – we use a live O2 sim to test network registration, normal betoken force, and phone call and audio functionality

  • Electronic IMEI number – this need to match the one on the label

  • SD card – we make certain the retentiveness card can be seen and accessed

  • Hardware – this covers things like the keys, bear on 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 – just listed default applications must be installed in the main carte du jour

  • Data counters – these must exist empty

  • Internet browser – must be back to its default settings

Corrective checks

  • Bombardment pins – these should be unbent and unbroken

  • Screws – must all be in that location and screwed in tight

  • Sim and SD card slots – should exist 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 – nosotros bank check for cracks or fries

  • LCD/ touchscreen – nosotros check for cracks and internal grit

  • Camera lens – we check for cracks, internal dirt and grit

  • Physical keys (like volume or power) – nosotros check for impairment, missing or restricted movement

  • Bombardment encompass – must be present and clipped properly

  • IMEI label – must be nowadays, undamaged and matches the chore record

Could my device come back unrepaired?

Sometimes repairs aren't possible. Here'southward a list of reasons why we may not be able to ready your device.

Device out of warranty

This may mean your device is no longer nether warranty or the impairment isn't covered. And then nosotros won't be able to ready it. But promise'due south not lost. Nosotros'll make it impact with you to hash out these options:

  • Pay for your ain repair - We cost it up, yous give the 'go ahead'. If y'all were given a rough quote early on, keep in heed that the new figure could be more than or less (we can only give you lot an authentic quote afterwards inspection).

  • Upgrade - It's worth considering paying off the balance 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 information technology could be surprisingly affordable.

  • Getting a 'Like New' phone - We have reconditioned phones that are like new. And yous can pick one upwards from united states for a fraction of their original cost.

No mistake found

This ways we've tested information technology 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 error came from a corrupted app or conflicting apps. It could even be a network issue where you use your device.

To assistance get to the bottom of information technology, our engineers may call you lot to ask a few questions.

Across economical repair

This is never good news. It ways there'due south cypher we can do. There are a few different reasons why a device could be beyond economical repair.

  • H2o damage. If moisture has gotten into your device (this could be anything from pelting to steamy bathrooms). Fifty-fifty if your device is "water resistant" it can still be damaged by water, which won't exist covered under warranty.

  • Concrete harm. If your device has been broken by hitting floorboards, road, rocks etc.

  • Unauthorised repairs. If your device has been worked on or opened earlier you transport it to us. This is naughty, and information technology makes the manufacturer'due south warranty void.

If your device is beyond economical repair you still have options.

  • Alternative insurance - Yous could consider claiming nether other insurance policies y'all might accept (like household insurance).

  • Upgrade - It'south worth considering paying off the balance of your Device Program and upgrading. The closer you are to the end of your contract the less y'all'll have to pay off, and so information technology could be surprisingly affordable.

  • Getting a 'Like New' phone - We have reconditioned phones that are similar new. And you lot tin can choice 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. In that location are typically two reasons for this:

  1. It's a replacement device from a previous repair

  2. Information technology was purchased elsewhere. You lot might have an O2 sim just the device was bought from some other company. Speak to the manufacturer if the device is under warranty or to the visitor that sold it.

Warranty lengths

Warranties exist to cover your device or accompaniment if it develops a fault. What warranties don't cover is physical damage, so you can't merits under warranty if your device stops working considering it fell onto the road or into the bath.

Whatsoever physical damage to your device or accessory will brand its warranty void. This means you lot'll be charged for the repair even if the damage isn't related to the mistake. We can still fix faults if your device is out of warranty, merely you'll exist charged.

Warranty lengths

Telephone and tablets:

  • Apple devices – 12 months from engagement of purchase.
  • Alcatel phones – 12 months from date of purchase.
  • All other phones and tablets – 24 months from engagement of purchase.
  • Any telephone on an eligible Plus Plan – 3-Year Warranty from appointment of buy.

Smart Watches:

  • Apple Watch – 12 months.

Wearables:

  • Samsung Gear S – 24 months.
  • All other wearables – 12 months from date of purchase.

Our Like New phones:

  • Class A – 12 months.

Accessories:

  • 12 months from date of purchase.
What is a 3-Year Warranty?

This is where the warranty offered by the device manufacturer is extended by O2 for i or two years – upward to iii years in total.

Who is eligible for a 3-Twelvemonth Warranty?
Currently, any customer who takes out Plus Plans on a handset will exist eligible (doesn't include sim just or tablet Plus Plans). Nosotros may add new eligible plans from fourth dimension-to-time.

What does the 3-Year Warranty cover?
If a device suffers from an electrical or mechanical fault through normal use during the warranty menses, we'll repair it for gratis, including all parts and labour. Battery failure is also covered, just natural bombardment degradation through normal use will non be covered.

Additionally, any water, cosmetic or accidental damage, or faults acquired past unauthorised repairs, or damage caused by opening your device, will not be covered.

For a detailed listing of what isn't covered under the three-Twelvemonth Warranty, meet our terms and weather.

How will a customer's device get fixed or replaced under a 3-Year Warranty?
If the fault is covered by the warranty, nosotros'll set it. And if for whatever reason we tin't gear up it, nosotros'll arrange for a replacement device from our fully refurbished stock.

If nosotros tin can't provide an exact replacement (e.g. if your device is no longer in product), nosotros'll provide an alternative device of the same or college specification. We'll aim to repair and render your device inside four working days of receiving it, but it may take longer if your repair is particularly complicated.

Will the warranty final a full three years fifty-fifty if I upgrade my device or change my tariff?
Provided you motility your Airtime Programme to an eligible tariff, you'll continue to benefit from the 3-Yr Warranty.

All the same, if you move to an ineligible tariff, or upgrade your device past purchasing one under a new Device Plan, or change your tariff to a sim only plan, you lot will lose your 3-Year Warranty and go back to the standard manufacturer warranty menstruum. For full exclusions and terms, run into terms.

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