What to do if you have a faulty device
We’re sorry you’re having issues with your device or accessory. Before anything else, try our online self-help troubleshooter. It might help you fix the problem without needing to send it for repair.
Is your device covered by O2 Insure? Has your warranty expired? Or maybe our self-help troubleshooter can’t fix the issue? If so, please scroll down to “Other repair options”.
How to arrange a repair
To arrange a repair, just follow these three steps. You’ll find more details below about how to complete each step.
Step 1. Troubleshooter
Please use our online troubleshooter to try and fix your device. It may be something really simple. If so, you won't need to be without your device.
Step 2. Prepare for replacement or repair
If the troubleshooter can’t diagnose an easy-to-fix problem, you’ll need to return your device so we can repair or replace it. See below for more details.
Step 3. Exchange or repair
We'll either replace your device or send it off for repair – depending on how long you've had it.
Step 1 - Troubleshoot your issue
If you haven’t already, try our troubleshooter to try and fix the problem yourself and save the hassle of sending it away.
Step 2 – Prepare your device for exchange or repair
If you’ve had your device or accessory for 30 days or less and our troubleshooter has found that there’s a fault, you can continue to arrange a return or exchange online in the ‘Device Plan’ section of My O2. If you’ve had your device for more than 30 days, please get in touch to arrange a repair.
Before you do that, there are a few things you’ll need to do first:
Back up your device so you don’t lose any important photos, contacts or texts.
Remove your SIM (unless it’s an eSIM) and any case, screen protector or memory card. If you have an Apple Watch, remove the straps – we can’t properly test your device with them in place. For eSIMs, please contact us so we can discuss your options. Screen protectors, cases and Smart Watch straps can’t be returned if we have to remove these items ourselves. Your SIM and memory card will also need to be destroyed to protect your data.
Disable any security locks and passcodes – check your device settings to find out how to do this. If you don’t disable locks and passcodes, we’ll have to return your device unrepaired.
Switch off Find My iPhone if you have an Apple iPhone, iPad or Watch. If you don’t switch it off before sending your device to us, we won’t be able to attempt to fix itand we’ll have to return it unrepaired. Our Apple device guides have instructions on how to do this.
Step 3 – Send your device for repair
If our troubleshooter confirms that there’s a fault that needs a repair, make sure you’ve done everything in step 2 then get in touch with us to start the repair process.
If you want to organise a repair from a store, take your device to your nearest store.
To return by post
Get in touch so we can arrange labelled packaging for you
Pack up your device or accessory securely and make sure the label’s clearly visible
Drop the package off at your local Post Office. It won’t cost you anything to send, unless you choose a tracked delivery method. For extra safety, we suggest upgrading the pre-paid postage to Special Delivery with insurance. This is optional, of course.
Once your device or accessory arrives at our dedicated repair centre and is evaluated, we’ll let you know of any issues and advise if it can be repaired. See our ‘Why could my device come back unrepaired’ FAQ for more information.
We’ll aim to repair and return your device or accessory within four days of receiving it. You can use our repair progress tracker to see how things are going.
What other repair options do I have?
Your repair will probably incur a cost if the issue with your device or accessory is due to accidental damage or misuse – of it it isn’t covered by a warranty or your statutory rights.
If you bought insurance from us, your issue may be covered. Alternatively, you can pay for the repair. Find out more about what O2 Insure covers and how to make a claim online. You can also learn more about chargeable repairs by popping into an O2 store or getting in touch.
Device repairs FAQs
We aim to repair and return your device to you within four working days of us receiving it. When you send your device to us for repair, this is what will happen:
Your device will be sent to our dedicated repair centre
You will be notified of any issues with the device and whether it can be repaired. See why could my device come back unrepaired below for more details.
If we can repair your device, we’ll return your device within four working days of receiving it. The same timeline applies if we can’t repair it, but it may take longer if your repair is particularly complicated
You can track your repair and keep up to date with progress.
Yes, you can. When you send your device to us, our repair tracker allows you to find out exactly what’s going on and when you can expect to get your device back.
Here’s a quick overview of the list of checks we tick off every time we repair a device.
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 or Serial number: This needs to match what you’ve purchased from us
Memory card: We make sure this can be seen and accessed
Hardware: This includes the keys, touch surface, Display (dead and bright pixels), vibration, earpiece and loudspeakers, microphone, headphone jack, Bluetooth and wifi connection, camera, screen proximity sensor and battery charging
Sometimes repairs aren’t possible. Here’s a list of reasons why:
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 is not lost. We’ll get in touch with you to discuss your options – which you can find out more about below.
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 usand it makes the manufacturer’s warranty void.
No proof of purchase
This means we have no record of selling your device to you. There are typically two reasons for this:
It’s a replacement device from a previous repair
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.
You do have other options if we need to charge a fee for your repair – or if a repair isn’t economically possible:
Alternative insurance : You could consider claiming under other insurance policies you have (like household insurance).
Upgrade: You might want to consider paying off the remainder of your Device Plan and upgrading to a new device. 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.
O2 warranty FAQs
Warranties exist to cover your device or accessory if it develops a fault. What they don’t cover is physical damage. So, you won’t be able to claim under warranty if your device stops working because it fell onto the road or into the bath.
Any physical damage to your device or accessory will make its warranty void. It 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.
Phone and tablets:
Apple devices – 12 months from date of purchase.
Alcatel phones – 12 months from date of purchase.
All other phones and tablets – 24 months from date of purchase.
Any phone on an eligible Plus Plan – 3-Year Warranty from date of purchase.
Smart Watches:
Apple Watch – 12 months.
Wearables:
Samsung GalaxyWatch – 24 months.
Google Pixel Watch – 24 months.
All other wearables – 12 months from date of purchase.
Our Like New phones:
12 months.
Accessories:
12 months from date of purchase.
This is where the warranty offered by the device manufacturer is extended by O2 for one or two years – up to three years in total.
Currently, any customer who takes out a Plus Plan on a handset will be eligible (doesn’t include sim only or tablet Plus Plans). We may add new eligible plans from time-to-time.
We’ll repair your device free of charge if it suffers from an electrical or mechanical fault through normal use during the warranty period. This also includes all parts and labour.
Battery failure is also covered, but natural battery degradation through normal use will not be covered. You are also not covered for any liquid, cosmetic or accidental damage; any faults caused by unauthorised repairs; or damage caused by opening your device.
See our 3-Year Warranty terms and conditions for a detailed list of what isn’t covered.
If the fault is covered by the warranty, we’ll fix it. If for any reason we can’t fix it, we’ll arrange for a replacement device from our fully refurbished stock.
If we can’t provide an exact replacement (e.g. if your device is no longer in production), we’ll provide an alternative device of the same or higher specification. We’ll aim to repair and return your device within four working days of receiving it, but it may take longer if your repair is particularly complicated.
Provided you move your Airtime Plan to an eligible tariff, you’ll continue to benefit from the 3-Year Warranty.
You will lose your 3-Year Warranty cover if you move to an ineligible tariff, upgrade your device by purchasing one under a new Device Plan, or change your tariff to a sim only plan. In this situation, you’ll go back to the standard manufacturer warranty period.
Check out the full exclusions and terms for more information.
Need more help?
If you’ve got any questions about exchanging or repairing your device/accessory, pop into an O2 store or get in touch.
