How to repair a faulty device – Help and Support

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data-analytics-asset-type="web-content"> <link rel='stylesheet' href='//static-www.o2.co.uk/core/modules/system/css/components/hidden.module.css?v=2.4'/><link rel='stylesheet' href='//static-www.o2.co.uk/themes/o2_theme/css/global-nav.min.css?v=4.36'/><link rel='stylesheet' href='//static-www.o2.co.uk/themes/o2_theme/css/slick.css?v=4.4'/><link rel='stylesheet' href='https://assets.sitescdn.net/answers-search-bar/v1.3/answers.css'/><link rel='stylesheet' href='//static-www.o2.co.uk/sites/default/files/fonticon/o2-icon-font/style.css?1632757525'/><script src='https://assets.sitescdn.net/answers-search-bar/v1.3/answerstemplates.compiled.min.js'></script><script src='https://assets.sitescdn.net/answers-search-bar/v1.3/answers.min.js'></script><script src='//static-www.o2.co.uk/themes/o2_theme/js/global-nav-webpack.js?v=16.1'></script><script src='//static-www.o2.co.uk/themes/o2_theme/js/lazyload.js'></script><script 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</ul>  <ul class="signUpLinks" data-qa-signUpLinks> <li id="header-tool-signin"> <div class="hideWhenSignedOut welcome hide"> Hi  <span class="username"></span>  </div> <div class="hideWhenSignedIn hide"> <a class="signInLink" data-qa-signInLink href="https://accounts.o2.co.uk/signin" title="Sign In" manual_cm_re="header-_-Sign In-_-na">Sign in</a> </div> <div class="hideWhenSignedOut hide"> <span>|</span> <a class="signOutLink" data-qa-signOutLink href="https://identity.o2.co.uk/logout" title="Sign out of your account" manual_cm_re="header-_-Sign out-_-na">Sign out</a>  </div> <div class="hideWhenSignedIn hide"> or <a class="registerLink" href="https://accounts.o2.co.uk/register" title="register" manual_cm_re="header-_-Register-_-na">Register</a> </div> </li> </ul> </div> </div> <nav class='globalNav' data-qa-globalNav-bar role="navigation"> <div class="tier1"> <div class="navContainer"> <div class="brandLogo"> <a data-qa-brandLogo href="https://www.o2.co.uk" manual_cm_re="header-_-Telefonica-_-na"> <?xml version="1.0" encoding="UTF-8" standalone="no"?> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" width="34px" height="35px" viewBox="0 0 34 35" version="1.1">  <title>O2 Logo</title> <desc>Created with Sketch.</desc> <defs> <polygon id="path-1" points="0 28.5963489 0 0.0563479784 26.7030678 0.0563479784 26.7030678 28.5963489 3.5407696e-15 28.5963489"/> </defs> <g id="Page-1" stroke="none" stroke-width="1" fill="none" fill-rule="evenodd"> <g id="Artboard"> <g id="o2-logo"> <g id="Group-3" transform="translate(0.000000, 0.100063)"> <mask id="mask-2" fill="white"> <use xlink:href="#path-1"/> </mask> <g id="Clip-2"/> <path d="M5.145108,14.3262702 C5.145108,9.14206862 8.18067295,4.11812414 13.3773169,4.11812414 C18.5223346,4.11812414 21.5578996,9.14206862 21.5578996,14.3262702 C21.5578996,19.1898012 19.0369417,24.5344163 13.3773169,24.5344163 C7.66621634,24.5344163 5.145108,19.1898012 5.145108,14.3262702 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class="accordionToggle"> <img src="//static-www.o2.co.uk/themes/o2_theme/img/global/arrowbig.png" alt="O2" /> </span> </div> <div class="globalNavlinksWrapper"> <ul class="linksDesktop" data-qa-globalnavlinks> <li name="Shop"> <a manual_cm_re="meganav_Shop-_-na-_-na" data-parent="tier1-shop" data-parent-url="/shop" target="_self" href="https://www.o2.co.uk/shop">Shop</a> </li> <li class="hideMobile" name="Why-O2"> <a manual_cm_re="meganav_Why O2-_-na-_-na" data-parent="tier1-why-o2" data-parent-url="/why-o2" target="_self" href="https://www.o2.co.uk/why-o2">Why O2</a> </li> <li name="Help"> <a manual_cm_re="meganav_Help-_-na-_-na" data-parent="tier1-help" data-parent-url="/help" target="_self" href="https://www.o2.co.uk/help">Help</a> </li> </ul> <ul class=" otherLinks" data-qa-globalnav-otherlinks> <li class="myO2Link" data-qa-myO2Link> <a manual_cm_re="meganav_My O2-_-na-_-na" href="https://mymobile.o2.co.uk/" id="myO2Linkclick"> <span class="colorSpan">My O2</span>  </a> </li> <li class="searchLink open-overlay" tabindex="0" data-qa-searchLink role="link"> <span class="ico o2-ico-search global-nav-white"></span> <span class="hideMobile search-text">Search</span> </li> <li class="basketLink hideMobile" data-qa-basketLink> <a class="basketUrl" href="https://www.o2.co.uk/shop/basket"> <span class="svgHide"><?xml version="1.0" encoding="UTF-8" standalone="no"?> <svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" viewBox="0 0 24 20" version="1.1">  <title>Your Basket</title> <desc>Created with Sketch.</desc> <defs/> <g id="Symbols" stroke="none" stroke-width="1" fill="none" fill-rule="evenodd" stroke-linecap="round" stroke-linejoin="round"> <g id="desktop-tier-1-v1" transform="translate(-967.000000, -48.000000)" stroke="#FFFFFF" stroke-width="1.2"> <g id="Group-2" transform="translate(882.000000, 49.000000)"> <g id="icons"> <path d="M100.94933,7.29932475 L98.3505135,0.646655413 C98.1987114,0.278223254 97.8542023,0 97.4487906,0 L96.2125576,0 C95.783512,0.000949567419 95.4117331,0.276324119 95.2572039,0.666596328 L92.5583981,7.29932475 L106.617822,7.29932475 C107.201397,7.29932475 107.674074,7.79309981 107.674074,8.40177253 C107.674074,8.58503904 107.631351,8.75691074 107.556814,8.90884153 L104.440779,16.577548 C103.970829,17.4283604 103.090922,18 102.082847,18 L91.5848646,18 C90.5904242,18 89.7177891,17.4407048 89.2423848,16.606035 L86.1190783,8.9126398 C86.0427228,8.75975944 86,8.58693817 86,8.40177253 C86,7.79309981 86.4717683,7.29932475 87.0544341,7.29932475 L90.1741045,7.29932475" id="basket"/> </g> </g> </g> </g> </svg> </span> </a> </li> </ul> </div> </div> </div> <div class="tier2" data-qa-tier2> <div class="navContainer"> <div class="linksMobile"> <ul class="accordionMobile"> <li> <a class="mobileAccodLinks" href="javascript:void(0);" manual_cm_re="meganav_Shop-_-na-_-na">Shop</a> <ul class="inner"> <li><a href="https://www.o2.co.uk/shop" manual_cm_re="meganav_Browse Shop-_-na-_-na">Browse Shop</a></li>  <li class="indented"> Phones </li>  <li> <a href="https://www.o2.co.uk/shop/phones" manual_cm_re="meganav_Shop-_-Phones-_-Phones" target="_self">Phones</a> </li>  <li> <a href="https://accounts.o2.co.uk/" manual_cm_re="meganav_Shop-_-Phones-_-Upgrades" target="_self">Upgrades</a> </li>  <li> <a href="https://www.o2.co.uk/iphone" manual_cm_re="meganav_Shop-_-Phones-_-Apple iPhone" target="_self">Apple iPhone</a> </li>  <li> <a href="https://www.o2.co.uk/shop/apple/iphone-16" manual_cm_re="meganav_Shop-_-Phones-_-iPhone 16" target="">iPhone 16</a> </li>  <li> <a href="https://www.o2.co.uk/android" manual_cm_re="meganav_Shop-_-Phones-_-Android phones" target="_self">Android phones</a> </li>  <li> <a href="https://www.o2.co.uk/shop/like-new" manual_cm_re="meganav_Shop-_-Phones-_-Refurbished phones" target="">Refurbished phones</a> </li>  <li class="indented"> Tablets, laptops & dongles </li>  <li> <a href="https://www.o2.co.uk/shop/tablets" manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Tablets" target="_self">Tablets</a> </li>  <li> <a href="https://www.o2.co.uk/ipad" manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Apple iPad" target="_self">Apple iPad</a> </li>  <li> <a href="https://www.o2.co.uk/android-tablets" manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Android tablets" target="_self">Android tablets</a> </li>  <li> <a href="https://www.o2.co.uk/laptops" manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Laptops" target="_self">Laptops</a> </li>  <li> <a href="https://www.o2.co.uk/shop/mobile-broadband" manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Dongles and mobile wifi" target="_self">Dongles and mobile wifi</a> </li>  <li class="indented"> Sims and Tariffs </li>  <li> <a href="https://www.o2.co.uk/shop/sim-cards/sim-only-deals" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Pay Monthly SIMs" target="_self">Pay Monthly SIMs</a> </li>  <li> <a href="https://www.o2.co.uk/shop/sim-cards/pay-as-you-go?simtype=bigbundles" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Pay As You Go SIMs" target="_self">Pay As You Go SIMs</a> </li>  <li> <a href="https://www.o2.co.uk/shop/all-tariffs" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Tariffs" target="_self">Tariffs</a> </li>  <li> <a href="https://www.o2.co.uk/international" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-International" target="_self">International</a> </li>  <li> <a href="https://www.o2.co.uk/topup" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Top-up" target="_self">Top-up</a> </li>  <li> <a href="https://www.o2.co.uk/essential-plan" manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Essential Plan" target="">Essential Plan</a> </li>  <li class="indented"> Accessories and more </li>  <li> <a href="https://www.o2.co.uk/shop/accessories" manual_cm_re="meganav_Shop-_-Accessories and more-_-Tech and accessories" target="_self">Tech and accessories</a> </li>  <li> <a href="https://www.o2.co.uk/apple-watch" manual_cm_re="meganav_Shop-_-Accessories and more-_-Apple Watch" target="_self">Apple Watch</a> </li>  <li> <a href="https://www.o2.co.uk/smartwatches" manual_cm_re="meganav_Shop-_-Accessories and more-_-Smartwatches" target="_self">Smartwatches</a> </li>  <li> <a href="https://www.o2.co.uk/airpods" manual_cm_re="meganav_Shop-_-Accessories and more-_-AirPods" target="">AirPods</a> </li>  <li> <a href="https://www.o2.co.uk/shop/coming-soon" manual_cm_re="meganav_Shop-_-Accessories and more-_-Coming soon" target="_self">Coming soon</a> </li>  <li> <a href="https://www.o2.co.uk/shop/great-deals" manual_cm_re="meganav_Shop-_-Accessories and more-_-Great deals " target="">Great deals </a> </li>  <li> <a href="https://www.o2.co.uk/black-friday-cyber-monday" manual_cm_re="meganav_Shop-_-Accessories and more-_-Black Friday deals" target="">Black Friday deals</a> </li> </ul> </li> <li> <a class="mobileAccodLinks" href="javascript:void(0);" manual_cm_re="meganav_Why O2-_-na-_-na">Why O2</a> <ul class="inner"> <li><a href="https://www.o2.co.uk/why-o2" manual_cm_re="meganav_Browse Why O2-_-na-_-na">Browse Why O2</a></li>  <li class="indented"> Flexibility </li>  <li> <a href="https://www.o2.co.uk/o2-switch-up" manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 Switch Up" target="">O2 Switch Up</a> </li>  <li> <a href="https://www.o2.co.uk/custom-plans" manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 custom plans" target="_self">O2 custom plans</a> </li>  <li> <a href="https://www.o2.co.uk/multisave" manual_cm_re="meganav_Why O2-_-Flexibility-_-Multisave" target="">Multisave</a> </li>  <li> <a href="https://www.o2recycle.co.uk/" manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 Recycle" target="_self">O2 Recycle</a> </li>  <li> <a href="https://www.o2.co.uk/help/device-and-sim-support/collection-and-delivery" manual_cm_re="meganav_Why O2-_-Flexibility-_-Click and collect" target="_self">Click and collect</a> </li>  <li class="indented"> Perks </li>  <li> <a href="https://www.o2.co.uk/extras" manual_cm_re="meganav_Why O2-_-Perks-_-O2 Extras" target="">O2 Extras</a> </li>  <li> <a href="https://www.o2.co.uk/virgin-media-o2" manual_cm_re="meganav_Why O2-_-Perks-_-Volt" target="_self">Volt</a> </li>  <li> <a href="https://priority.o2.co.uk/" manual_cm_re="meganav_Why O2-_-Perks-_-Priority tickets and offers" target="_self">Priority tickets and offers</a> </li>  <li> <a href="https://www.o2.co.uk/sponsorship/our-venues" manual_cm_re="meganav_Why O2-_-Perks-_-Perks at O2 venues" target="_self">Perks at O2 venues</a> </li>  <li> <a href="https://payandgorewards.o2.co.uk/web/o2" manual_cm_re="meganav_Why O2-_-Perks-_-Pay As You Go Rewards" target="_self">Pay As You Go Rewards</a> </li>  <li class="indented"> Services </li>  <li> <a href="https://www.o2.co.uk/myo2" manual_cm_re="meganav_Why O2-_-Services-_-Manage your account" target="_self">Manage your account</a> </li>  <li> <a href="https://www.o2.co.uk/help/online-safety" manual_cm_re="meganav_Why O2-_-Services-_-Keeping kids safe online" target="_self">Keeping kids safe online</a> </li>  <li> <a href="https://www.o2.co.uk/inspiration" manual_cm_re="meganav_Why O2-_-Services-_-Ideas and Inspiration" target="_self">Ideas and Inspiration</a> </li>  <li class="indented"> Connected </li>  <li> <a href="https://www.o2.co.uk/coveragechecker" manual_cm_re="meganav_Why O2-_-Connected-_-Coverage checker" target="_self">Coverage checker</a> </li>  <li> <a href="https://www.o2.co.uk/connectivity/network-coverage" manual_cm_re="meganav_Why O2-_-Connected-_-Network coverage" target="">Network coverage</a> </li>  <li> <a href="https://www.o2.co.uk/5g" manual_cm_re="meganav_Why O2-_-Connected-_-5G network" target="_self">5G network</a> </li>  <li> <a href="https://www.o2.co.uk/connectivity/free-wifi" manual_cm_re="meganav_Why O2-_-Connected-_-O2 WiFi" target="_self">O2 WiFi</a> </li>  <li> <a href="https://www.o2.co.uk/international/using-your-phone-abroad" manual_cm_re="meganav_Why O2-_-Connected-_-Using your phone abroad" target="_self">Using your phone abroad</a> </li> </ul> </li> <li> <a class="mobileAccodLinks" href="javascript:void(0);" manual_cm_re="meganav_Help-_-na-_-na">Help</a> <ul class="inner"> <li><a href="https://www.o2.co.uk/help" manual_cm_re="meganav_Browse Help-_-na-_-na">Browse Help</a></li>  <li class="indented"> Top queries </li>  <li> <a href="https://www.o2.co.uk/help/pay-monthly/how-to-track-your-order" manual_cm_re="meganav_Help-_-Top queries-_-Track my order" target="_self">Track my order</a> </li>  <li> <a href="https://www.o2.co.uk/help/device-and-sim-support/activating-your-sim" manual_cm_re="meganav_Help-_-Top queries-_-Sim card" target="_self">Sim card</a> </li>  <li> <a href="https://www.o2.co.uk/help/pay-as-you-go/topping-up" manual_cm_re="meganav_Help-_-Top queries-_-Top-up" target="_self">Top-up</a> </li>  <li> <a href="https://www.o2.co.uk/help/digital-services/personal-hotspot" manual_cm_re="meganav_Help-_-Top queries-_-Personal Hotspot" target="_self">Personal Hotspot</a> </li>  <li> <a href="https://www.o2.co.uk/help/device-and-sim-support/collection-and-delivery" manual_cm_re="meganav_Help-_-Top queries-_-Collection and delivery" target="_self">Collection and delivery</a> </li>  <li class="indented"> Device help </li>  <li> <a href="https://www.o2.co.uk/help/phones-sims-and-devices" manual_cm_re="meganav_Help-_-Device help-_-How to use your device" target="_self">How to use your device</a> </li>  <li> <a href="https://diagnostics.o2.co.uk/fix-my-device" manual_cm_re="meganav_Help-_-Device help-_-Faulty device" target="_self">Faulty device</a> </li>  <li> <a href="https://www.o2.co.uk/help/digital-services/phone-health-check" manual_cm_re="meganav_Help-_-Device help-_-Device health check" target="_self">Device health check</a> </li>  <li> <a href="https://www.o2.co.uk/help/device-and-sim-support/lost-or-stolen-device" manual_cm_re="meganav_Help-_-Device help-_-Lost or stolen" target="_self">Lost or stolen</a> </li>  <li> <a href="https://community.o2.co.uk/" manual_cm_re="meganav_Help-_-Device help-_-Check O2 Community" target="_self">Check O2 Community</a> </li>  <li class="indented"> Managing your account </li>  <li> <a href="https://accounts.o2.co.uk" manual_cm_re="meganav_Help-_-Managing your account-_-My O2" target="_self">My O2</a> </li>  <li> <a href="https://www.o2.co.uk/help/account-and-billing/understanding-your-bill" manual_cm_re="meganav_Help-_-Managing your account-_-Your bill" target="_self">Your bill</a> </li>  <li> <a href="https://www.o2.co.uk/help/account-and-billing/how-to-pay" manual_cm_re="meganav_Help-_-Managing your account-_-Payments" target="_self">Payments</a> </li>  <li> <a href="https://www.o2.co.uk/help/account-and-billing/premium-service-checker" manual_cm_re="meganav_Help-_-Managing your account-_-Premium charges" target="_self">Premium charges</a> </li>  <li> <a href="https://www.o2.co.uk/abouto2/your-data-hub" manual_cm_re="meganav_Help-_-Managing your account-_-Your Data Hub" target="_self">Your Data Hub</a> </li>  <li class="indented"> Other ways to get help </li>  <li> <a href="https://www.o2.co.uk/help" manual_cm_re="meganav_Help-_-Other ways to get help-_-Help and support" target="_self">Help and support</a> </li>  <li> <a href="https://stores.o2.co.uk/" manual_cm_re="meganav_Help-_-Other ways to get help-_-Store locator" target="_self">Store locator</a> </li>  <li> <a href="https://status.o2.co.uk/" manual_cm_re="meganav_Help-_-Other ways to get help-_-Network status" target="_self">Network status</a> </li>  <li> <a href="https://www.o2.co.uk/contactus" manual_cm_re="meganav_Help-_-Other ways to get help-_-Contact us" target="_self">Contact us</a> </li> </ul> </li> </ul>  <div class="bottomLinks"> <ul> <li> <a manual_cm_re="meganav_Find a store-_-na-_-na" href="https://www.o2.co.uk/storelocator">Find a store</a> </li> <li> <a manual_cm_re="meganav_Business-_-na-_-na" href="https://www.o2.co.uk/business">Business</a> </li> </ul> </div>  </div> <div class="linksModuleWrapper linksWrapperConsumer"> <div class="linksWrapper linksWrapperConsumerWidth"> <ul name="Shop">  <li class='tier-menu-wrapper'> <span> Phones </span> <ul>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-Phones" data-parent="Shop" data-parent-link="/shop" data-href="/shop/phones" href="https://www.o2.co.uk/shop/phones" target="_self">Phones</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-Upgrades" data-parent="Shop" data-parent-link="/shop" data-href="https://accounts.o2.co.uk/" href="https://accounts.o2.co.uk/" target="_self">Upgrades</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-Apple iPhone" data-parent="Shop" data-parent-link="/shop" data-href="/iphone" href="https://www.o2.co.uk/iphone" target="_self">Apple iPhone</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-iPhone 16" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/apple/iphone-16" href="https://www.o2.co.uk/shop/apple/iphone-16" target="">iPhone 16</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-Android phones" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/android" href="https://www.o2.co.uk/android" target="_self">Android phones</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Phones-_-Refurbished phones" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/like-new" href="https://www.o2.co.uk/shop/like-new" target="">Refurbished phones</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Tablets, laptops & dongles </span> <ul>  <li> <a manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Tablets" data-parent="Shop" data-parent-link="/shop" data-href="/shop/tablets" href="https://www.o2.co.uk/shop/tablets" target="_self">Tablets</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Apple iPad" data-parent="Shop" data-parent-link="/shop" data-href="/ipad" href="https://www.o2.co.uk/ipad" target="_self">Apple iPad</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Android tablets" data-parent="Shop" data-parent-link="/shop" data-href="/android-tablets" href="https://www.o2.co.uk/android-tablets" target="_self">Android tablets</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Laptops" data-parent="Shop" data-parent-link="/shop" data-href="/laptops" href="https://www.o2.co.uk/laptops" target="_self">Laptops</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Tablets, laptops & dongles-_-Dongles and mobile wifi" data-parent="Shop" data-parent-link="/shop" data-href="/shop/mobile-broadband" href="https://www.o2.co.uk/shop/mobile-broadband" target="_self">Dongles and mobile wifi</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Sims and Tariffs </span> <ul>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Pay Monthly SIMs" data-parent="Shop" data-parent-link="/shop" data-href="/shop/sim-cards/sim-only-deals" href="https://www.o2.co.uk/shop/sim-cards/sim-only-deals" target="_self">Pay Monthly SIMs</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Pay As You Go SIMs" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/sim-cards/pay-as-you-go?simtype=bigbundles" href="https://www.o2.co.uk/shop/sim-cards/pay-as-you-go?simtype=bigbundles" target="_self">Pay As You Go SIMs</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Tariffs" data-parent="Shop" data-parent-link="/shop" data-href="/shop/all-tariffs" href="https://www.o2.co.uk/shop/all-tariffs" target="_self">Tariffs</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-International" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/international" href="https://www.o2.co.uk/international" target="_self">International</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Top-up" data-parent="Shop" data-parent-link="/shop" data-href="/topup" href="https://www.o2.co.uk/topup" target="_self">Top-up</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Sims and Tariffs-_-Essential Plan" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/essential-plan" href="https://www.o2.co.uk/essential-plan" target="">Essential Plan</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Accessories and more </span> <ul>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Tech and accessories" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/accessories" href="https://www.o2.co.uk/shop/accessories" target="_self">Tech and accessories</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Apple Watch" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/apple-watch" href="https://www.o2.co.uk/apple-watch" target="_self">Apple Watch</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Smartwatches" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/smartwatches" href="https://www.o2.co.uk/smartwatches" target="_self">Smartwatches</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-AirPods" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/airpods" href="https://www.o2.co.uk/airpods" target="">AirPods</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Coming soon" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/coming-soon" href="https://www.o2.co.uk/shop/coming-soon" target="_self">Coming soon</a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Great deals " data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/shop/great-deals" href="https://www.o2.co.uk/shop/great-deals" target="">Great deals </a> </li>  <li> <a manual_cm_re="meganav_Shop-_-Accessories and more-_-Black Friday deals" data-parent="Shop" data-parent-link="/shop" data-href="https://www.o2.co.uk/black-friday-cyber-monday" href="https://www.o2.co.uk/black-friday-cyber-monday" target="">Black Friday deals</a> </li> </ul> </li> </ul> <ul name="Why-O2">  <li class='tier-menu-wrapper'> <span> Flexibility </span> <ul>  <li> <a manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 Switch Up" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://www.o2.co.uk/o2-switch-up" href="https://www.o2.co.uk/o2-switch-up" target="">O2 Switch Up</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 custom plans" data-parent="Why O2" data-parent-link="/why-o2" data-href="/custom-plans" href="https://www.o2.co.uk/custom-plans" target="_self">O2 custom plans</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Flexibility-_-Multisave" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://www.o2.co.uk/multisave" href="https://www.o2.co.uk/multisave" target="">Multisave</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Flexibility-_-O2 Recycle" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://www.o2recycle.co.uk/" href="https://www.o2recycle.co.uk/" target="_self">O2 Recycle</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Flexibility-_-Click and collect" data-parent="Why O2" data-parent-link="/why-o2" data-href="/help/device-and-sim-support/collection-and-delivery" href="https://www.o2.co.uk/help/device-and-sim-support/collection-and-delivery" target="_self">Click and collect</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Perks </span> <ul>  <li> <a manual_cm_re="meganav_Why O2-_-Perks-_-O2 Extras" data-parent="Why O2" data-parent-link="/why-o2" data-href="/extras" href="https://www.o2.co.uk/extras" target="">O2 Extras</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Perks-_-Volt" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://www.o2.co.uk/virgin-media-o2" href="https://www.o2.co.uk/virgin-media-o2" target="_self">Volt</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Perks-_-Priority tickets and offers" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://priority.o2.co.uk/" href="https://priority.o2.co.uk/" target="_self">Priority tickets and offers</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Perks-_-Perks at O2 venues" data-parent="Why O2" data-parent-link="/why-o2" data-href="/sponsorship/our-venues" href="https://www.o2.co.uk/sponsorship/our-venues" target="_self">Perks at O2 venues</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Perks-_-Pay As You Go Rewards" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://payandgorewards.o2.co.uk/web/o2" href="https://payandgorewards.o2.co.uk/web/o2" target="_self">Pay As You Go Rewards</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Services </span> <ul>  <li> <a manual_cm_re="meganav_Why O2-_-Services-_-Manage your account" data-parent="Why O2" data-parent-link="/why-o2" data-href="/myo2" href="https://www.o2.co.uk/myo2" target="_self">Manage your account</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Services-_-Keeping kids safe online" data-parent="Why O2" data-parent-link="/why-o2" data-href="/help/online-safety" href="https://www.o2.co.uk/help/online-safety" target="_self">Keeping kids safe online</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Services-_-Ideas and Inspiration" data-parent="Why O2" data-parent-link="/why-o2" data-href="/inspiration" href="https://www.o2.co.uk/inspiration" target="_self">Ideas and Inspiration</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Connected </span> <ul>  <li> <a manual_cm_re="meganav_Why O2-_-Connected-_-Coverage checker" data-parent="Why O2" data-parent-link="/why-o2" data-href="/coveragechecker" href="https://www.o2.co.uk/coveragechecker" target="_self">Coverage checker</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Connected-_-Network coverage" data-parent="Why O2" data-parent-link="/why-o2" data-href="/connectivity/network-coverage" href="https://www.o2.co.uk/connectivity/network-coverage" target="">Network coverage</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Connected-_-5G network" data-parent="Why O2" data-parent-link="/why-o2" data-href="/5g" href="https://www.o2.co.uk/5g" target="_self">5G network</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Connected-_-O2 WiFi" data-parent="Why O2" data-parent-link="/why-o2" data-href="/connectivity/free-wifi" href="https://www.o2.co.uk/connectivity/free-wifi" target="_self">O2 WiFi</a> </li>  <li> <a manual_cm_re="meganav_Why O2-_-Connected-_-Using your phone abroad" data-parent="Why O2" data-parent-link="/why-o2" data-href="https://www.o2.co.uk/international/using-your-phone-abroad" href="https://www.o2.co.uk/international/using-your-phone-abroad" target="_self">Using your phone abroad</a> </li> </ul> </li> </ul> <ul name="Help">  <li class='tier-menu-wrapper'> <span> Top queries </span> <ul>  <li> <a manual_cm_re="meganav_Help-_-Top queries-_-Track my order" data-parent="Help" data-parent-link="/help" data-href="/help/pay-monthly/how-to-track-your-order" href="https://www.o2.co.uk/help/pay-monthly/how-to-track-your-order" target="_self">Track my order</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Top queries-_-Sim card" data-parent="Help" data-parent-link="/help" data-href="/help/device-and-sim-support/activating-your-sim" href="https://www.o2.co.uk/help/device-and-sim-support/activating-your-sim" target="_self">Sim card</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Top queries-_-Top-up" data-parent="Help" data-parent-link="/help" data-href="/help/pay-as-you-go/topping-up" href="https://www.o2.co.uk/help/pay-as-you-go/topping-up" target="_self">Top-up</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Top queries-_-Personal Hotspot" data-parent="Help" data-parent-link="/help" data-href="/help/digital-services/personal-hotspot" href="https://www.o2.co.uk/help/digital-services/personal-hotspot" target="_self">Personal Hotspot</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Top queries-_-Collection and delivery" data-parent="Help" data-parent-link="/help" data-href="/help/device-and-sim-support/collection-and-delivery" href="https://www.o2.co.uk/help/device-and-sim-support/collection-and-delivery" target="_self">Collection and delivery</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Device help </span> <ul>  <li> <a manual_cm_re="meganav_Help-_-Device help-_-How to use your device" data-parent="Help" data-parent-link="/help" data-href="/help/phones-sims-and-devices" href="https://www.o2.co.uk/help/phones-sims-and-devices" target="_self">How to use your device</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Device help-_-Faulty device" data-parent="Help" data-parent-link="/help" data-href="https://diagnostics.o2.co.uk/fix-my-device" href="https://diagnostics.o2.co.uk/fix-my-device" target="_self">Faulty device</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Device help-_-Device health check" data-parent="Help" data-parent-link="/help" data-href="/help/digital-services/phone-health-check" href="https://www.o2.co.uk/help/digital-services/phone-health-check" target="_self">Device health check</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Device help-_-Lost or stolen" data-parent="Help" data-parent-link="/help" data-href="/help/device-and-sim-support/lost-or-stolen-device" href="https://www.o2.co.uk/help/device-and-sim-support/lost-or-stolen-device" target="_self">Lost or stolen</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Device help-_-Check O2 Community" data-parent="Help" data-parent-link="/help" data-href="https://community.o2.co.uk/" href="https://community.o2.co.uk/" target="_self">Check O2 Community</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Managing your account </span> <ul>  <li> <a manual_cm_re="meganav_Help-_-Managing your account-_-My O2" data-parent="Help" data-parent-link="/help" data-href="https://accounts.o2.co.uk" href="https://accounts.o2.co.uk" target="_self">My O2</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Managing your account-_-Your bill" data-parent="Help" data-parent-link="/help" data-href="/help/account-and-billing/understanding-your-bill" href="https://www.o2.co.uk/help/account-and-billing/understanding-your-bill" target="_self">Your bill</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Managing your account-_-Payments" data-parent="Help" data-parent-link="/help" data-href="/help/account-and-billing/how-to-pay" href="https://www.o2.co.uk/help/account-and-billing/how-to-pay" target="_self">Payments</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Managing your account-_-Premium charges" data-parent="Help" data-parent-link="/help" data-href="/help/account-and-billing/premium-service-checker" href="https://www.o2.co.uk/help/account-and-billing/premium-service-checker" target="_self">Premium charges</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Managing your account-_-Your Data Hub" data-parent="Help" data-parent-link="/help" data-href="/abouto2/your-data-hub" href="https://www.o2.co.uk/abouto2/your-data-hub" target="_self">Your Data Hub</a> </li> </ul> </li>  <li class='tier-menu-wrapper'> <span> Other ways to get help </span> <ul>  <li> <a manual_cm_re="meganav_Help-_-Other ways to get help-_-Help and support" data-parent="Help" data-parent-link="/help" data-href="/help" href="https://www.o2.co.uk/help" target="_self">Help and support</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Other ways to get help-_-Store locator" data-parent="Help" data-parent-link="/help" data-href="https://stores.o2.co.uk/" href="https://stores.o2.co.uk/" target="_self">Store locator</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Other ways to get help-_-Network status" data-parent="Help" data-parent-link="/help" data-href="https://status.o2.co.uk/" href="https://status.o2.co.uk/" target="_self">Network status</a> </li>  <li> <a manual_cm_re="meganav_Help-_-Other ways to get help-_-Contact us" data-parent="Help" data-parent-link="/help" data-href="/contactus" href="https://www.o2.co.uk/contactus" target="_self">Contact us</a> </li> </ul> </li> </ul> </div>  <div class="modulesWrapper">  <div class="quickLinks" data-qa-quickLinks-module name="Shop"> <ul> <li> <span class="navigateLink" navigate_to="https://www.o2.co.uk/shop/brand/apple" manual_cm_re="meganav_Shop-_-banner-_-Apple" tabindex="0">  <picture> <source srcset="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-apple-1100.png" media="(min-width: 972px)"> <source srcset="//static-www.o2.co.uk/themes/o2_theme/img/transparent.png" media="(max-width: 971px)"> <img src="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-apple-1100.png" alt="Apple" height="32" width="137" /> </picture> </span> </li> <li> <span class="navigateLink" navigate_to="https://www.o2.co.uk/shop/brand/samsung" manual_cm_re="meganav_Shop-_-banner-_-Samsung" tabindex="0">  <picture> <source srcset="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-samsung-1100.png" media="(min-width: 972px)"> <source srcset="//static-www.o2.co.uk/themes/o2_theme/img/transparent.png" media="(max-width: 971px)"> <img src="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-samsung-1100.png" alt="Samsung" height="32" width="137" /> </picture> </span> </li> <li> <span class="navigateLink" navigate_to="https://www.o2.co.uk/shop/phones?brand=HONOR&cnd=new" manual_cm_re="meganav_Shop-_-banner-_-HONOR" tabindex="0">  <picture> <source srcset="//static-www.o2.co.uk/sites/default/files/2024-07/BAU-44171-ProjectHalo-NavChanges-Nav-Bar-Portal-Page--110724-110724.jpg" media="(min-width: 972px)"> <source srcset="//static-www.o2.co.uk/themes/o2_theme/img/transparent.png" media="(max-width: 971px)"> <img src="//static-www.o2.co.uk/sites/default/files/2024-07/BAU-44171-ProjectHalo-NavChanges-Nav-Bar-Portal-Page--110724-110724.jpg" alt="HONOR" height="32" width="137" /> </picture> </span> </li> <li> <span class="navigateLink" navigate_to="https://www.o2.co.uk/shop/brand/google" manual_cm_re="meganav_Shop-_-banner-_-Google" tabindex="0">  <picture> <source srcset="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-google-1100.png" media="(min-width: 972px)"> <source srcset="//static-www.o2.co.uk/themes/o2_theme/img/transparent.png" media="(max-width: 971px)"> <img src="//static-www.o2.co.uk/sites/default/files/2021-07/quick-links-google-1100.png" alt="Google" height="32" width="137" /> </picture> </span> </li> <li> <span class="navigateLink" 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close-overlay-width"></div> </div> <div class="searchListWrap clearfix" data-qa-searchListWrap> <div id="autocomplete"></div> <input type="hidden" name="sp_cs" value="UTF-8" /> </div> <div class="o2modal-body-search"> <div class="heading" data-qa-heading>Top searches </div> <ul class="searchList"> <li> <a href="https://www.o2.co.uk/shop/phones?osr=ts_iphone#sort=content.sorting.featured&page=1&brand=apple" title="iPhone"> iPhone </a> </li> <li> <a href="https://www.o2.co.uk/shop/apple/iphone-15?osr=ts_iPhone15" title="iPhone 15"> iPhone 15 </a> </li> <li> <a href="https://www.o2.co.uk/apple-watch?osr=ts_applewatch" title="Apple Watch"> Apple Watch </a> </li> <li> <a href="https://www.o2.co.uk/shop/brand/samsung?osr=ts_samsung" title="Samsung"> Samsung </a> </li> <li> <a href="https://www.o2.co.uk/ipad?osr=ts_ipad" title="iPad"> iPad </a> </li> </ul> </div> </div> </div>    <div id="basketFalloutPopupStatus" class="basket-fallout-row"> <div class="basket-fallout-wrapper"> <div 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Order by midnight for free next working day delivery.</p> <a href="/shop/basket" class="cta basketUrl">Check out now</a> </div> </div> </div>  <script type="text/javascript"> var acquisitionCheckoutReminderUrl = "https:\/\/www.o2.co.uk\/shop\/ajax\/checkoutReminder"; var upgradeCheckoutReminderUrl = "https:\/\/www.o2.co.uk\/upgrade\/ajax\/checkoutReminder" </script> <script type="text/javascript"> var isYextSearchPersonalEnabled = 1; var yext_personal_apikey = "c8fbc8ee9174a0e02ebb95e4d3b21c57"; var yext_personal_experiencekey = "consumer-answers" var yext_personal_experienceversion = "PRODUCTION" var yext_personal_businessId = "3799191" var yext_personal_redirectUrl = "https:\/\/www.o2.co.uk\/searchresult" </script> <script> document.querySelector('body').classList.remove('signed-in'); document.querySelector('body').classList.remove('signed-out'); $(".hideWhenSignedIn.pipe, .signed-out").show(); </script> </div> </div> </div> </div> </div> </section> </div> <div class="portlet-boundary portlet-boundary_com_o2_custom_breadcrumb_CustomBreadcrumbPortlet_ portlet-static portlet-static-end portlet-barebone " id="p_p_id_com_o2_custom_breadcrumb_CustomBreadcrumbPortlet_"> <span id="p_com_o2_custom_breadcrumb_CustomBreadcrumbPortlet"></span> <section class="portlet mb-0 top-content" id="portlet_com_o2_custom_breadcrumb_CustomBreadcrumbPortlet"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <style> .breadCrumbNew .menuCrumbNew li { text-transform: none !important; } </style> <div component-name="breadcrumbs" class="breadCrumbNew"> <div class="navContainer"> <ul class="menuCrumbNew"> <li class="" style="" aria-hidden="true"><a href='https://www.o2.co.uk/help' manual_cm_re="breadcrumb-_-help" class="breadcrumbTab">help</a></li> <li class="" style="" aria-hidden="true"><a href='https://www.o2.co.uk/help/device-and-sim-support' manual_cm_re="breadcrumb-_-device and sim support" class="breadcrumbTab">device and sim support</a></li> <li aria-current="page" class="currentPageTab" style="" aria-hidden="true">device repairs</li> </ul> </div> </div> <script type="text/javascript"> jQuery( document ).ready(function() { setInterval(updateBreadcrumbTab, 1000); }); function updateBreadcrumbTab() { $('.breadcrumbTab').removeAttr("tabindex"); $('.breadcrumbTab').parent().attr("tabindex","-1"); $('.currentPageTab').attr("tabindex","-1"); } </script> </div> </div> </div> </section> </div> <section id="content" style="" class="termsAndcondition-page"> <h1 class="hide-accessible">How to repair a faulty device – Help and Support | O2</h1> <div component-name="template" class=""> <div class="layout-content portlet-layout" id="main-content" role="main"> <section class="bg-" style=""> <div class="container-fluid px-3 py-3"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-ijip" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_GI933lKhfPHY_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_GI933lKhfPHY"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_GI933lKhfPHY"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218402" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2119933" data-analytics-asset-title="Device repairs curved_header 597236" data-analytics-asset-type="web-content"> <div data-qa-curved-header="" class="containerFullWidth " component="headerTne"> <div class="wrapperly blue-grad"> <div class="background-limiter-2000px"> <img src="" class="background-image" data-min-width-320="/documents/456036/456101/curved-header-xxl-574x2-100720.jpg/7c957e96-0b16-5a65-f8ec-b977d0fa89a6?t=1615797789553" data-min-width-575="/documents/456036/456101/curved-header-xxl-1100-100720.jpg/54c2098e-b066-9f7f-cb0c-6fcfa86a0417?t=1615791726961" data-min-width-835="/documents/456036/456101/curved-header-xxl-1100-100720.jpg/54c2098e-b066-9f7f-cb0c-6fcfa86a0417?t=1615791726961" data-min-width-1100="/documents/456036/456101/curved-header-xxl-2000-100720.jpg/6be16601-efa7-5170-6d35-6a952fd5af66?t=1615791318037" alt="curved-header-xxl-2000-100720.jpg"> <div class="container"> <div class=""> <div class="col-xs-12"> <h1>Device repairs</h1> <p>Help and support</p> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-rhpj" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_wXLzYbZrDZLH_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_wXLzYbZrDZLH"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_wXLzYbZrDZLH"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218348" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2119951" data-analytics-asset-title="generic_background textarea 603851" data-analytics-asset-type="web-content">    <style type="text/css"> {# css for mobile starts#} #genericBg-193579951 [component="Background"] .bg-img { background:url('') center center no-repeat; } {# css for mobile ends#} {# css for tablet starts#} @media screen and (min-width: 575px) { #genericBg-193579951 [component="Background"] .bg-img { background:url('') center center no-repeat; } } {# css for tablet ends#} {# css for desktop starts#} @media screen and (min-width: 815px) { #genericBg-193579951 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 972px) { #genericBg-193579951 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 1100px) { #genericBg-193579951 [component="Background"] .bg-img { background-color:url('') center center no-repeat; } } {# css for desktop ends#} </style> <div class="Background-container dark left" id="genericBg-193579951"> <div class="top-spacer hide"></div> <div component="Background" class="background clipped-wrapper " style="background-color: #FFFFFF;"> <div class="top-mask hide"></div> <div class="bg-color backgroundFixer2000" style="background-color: #F8F8F8;padding-top:56px;"> <div class="container"> <div component-name="textarea" id="" class=""> <div class="default-content-container"> <div class=" left left textarea-component"> <h3><strong>Fixing a fault </strong></h3> <p>We’re sorry that you’re having issues with your device or accessory. Before anything else, try our troubleshooter – it may help you fix the problem without needing to send it for repair.</p> <p>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 fix the issue,  head to the ‘Other repair options’ section further down this page.</p> <p><strong>Arrange a repair</strong></p> <p>To arrange a repair, just follow these three steps. You’ll find more details below about how to complete each step.<br>  </p> </div> </div> </div>   </div> </div> <div class="bottom-mask hide"></div> </div> <div class="bottom-spacer hide"></div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-swpy" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218478" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2119977" data-analytics-asset-title="generic_background case_study_solution 603841" data-analytics-asset-type="web-content">    <style type="text/css"> {# css for mobile starts#} #genericBg-601742779 [component="Background"] .bg-img { background:url('') center center no-repeat; } {# css for mobile ends#} {# css for tablet starts#} @media screen and (min-width: 575px) { #genericBg-601742779 [component="Background"] .bg-img { background:url('') center center no-repeat; } } {# css for tablet ends#} {# css for desktop starts#} @media screen and (min-width: 815px) { #genericBg-601742779 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 972px) { #genericBg-601742779 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 1100px) { #genericBg-601742779 [component="Background"] .bg-img { background-color:url('') center center no-repeat; } } {# css for desktop ends#} </style> <div class="Background-container dark " id="genericBg-601742779"> <div class="top-spacer hide"></div> <div component="Background" class="background clipped-wrapper " style="background-color: #FFFFFF;"> <div class="top-mask hide"></div> <div class="bg-color backgroundFixer2000" style="background-color: #F8F8F8;padding-top:0px;"> <div class="container"> <div> </div>  <section class="caseStudiesWrapper Small " component="caseStudiesComponent"> <div class="row"> <div class="col-sm-6 pad smallPadding"> <a class="non-linker"> </a><div class="caseStudiesComponent "><a class="non-linker"> </a><div class="row"><a class="non-linker"> <div class="col-xs-12 col-md-12 col-sm-12 boxfixer"> <div class="caseStudiesImageMobile"> <picture data-fileentryid="824211"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/824211/Thumbnail-300x300/troubleshoot-case-study.jpg?t=1615793374108"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/824211/Preview-1000x0/troubleshoot-case-study.jpg?t=1615793374108"><img class="imgheight" alt="troubleshoot-case-study.jpg" data-fileentryid="824211" src="/documents/456036/456101/troubleshoot-case-study.jpg/b13e1fcc-064f-da8f-c720-9f96e0d905c4?t=1615793374108"></picture> </div> <div class="caseStudiesImage"> <picture data-fileentryid="824211"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/824211/Thumbnail-300x300/troubleshoot-case-study.jpg?t=1615793374108"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/824211/Preview-1000x0/troubleshoot-case-study.jpg?t=1615793374108"><img class="imgheight" alt="troubleshoot-case-study.jpg" data-fileentryid="824211" src="/documents/456036/456101/troubleshoot-case-study.jpg/b13e1fcc-064f-da8f-c720-9f96e0d905c4?t=1615793374108"></picture> </div> <div class="caseStudiesContent" style="background-color: #FFFFFF; border-bottom:4px solid transparent;"> <h3>Step 1. Troubleshooter</h3> <p><a>Please use our self-help troubleshooter to try and fix your device. It may be something really simple. Meaning you won't need to be without your device. </a></p> </div> </div></a> </div> </div> </div> <div class="col-sm-6 pad smallPadding"> <a class="non-linker"> <div class="caseStudiesComponent"> <div class="row"> <div class="col-xs-12 col-md-12 col-sm-12 boxfixer"> <div class="caseStudiesImageMobile"> <picture data-fileentryid="754402"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/754402/Thumbnail-300x300/backup-case-study.jpg?t=1615791596726"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/754402/Preview-1000x0/backup-case-study.jpg?t=1615791596726"><img class="imgheight" alt="backup-case-study.jpg" data-fileentryid="754402" src="/documents/456036/456101/backup-case-study.jpg/2b3edb35-5e04-a298-b662-f1aa175c296c?t=1615791596726"></picture> </div> <div class="caseStudiesImage"> <picture data-fileentryid="754402"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/754402/Thumbnail-300x300/backup-case-study.jpg?t=1615791596726"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/754402/Preview-1000x0/backup-case-study.jpg?t=1615791596726"><img class="imgheight" alt="backup-case-study.jpg" data-fileentryid="754402" src="/documents/456036/456101/backup-case-study.jpg/2b3edb35-5e04-a298-b662-f1aa175c296c?t=1615791596726"></picture> </div> <div class="caseStudiesContent" style="background-color: #FFFFFF; border-bottom:4px solid transparent;"> <h3>Step 2. Prepare for a replacement or repair</h3> <p>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 step 2  for more details.</p> </div> </div> </div> </div> </a> </div> <div class="col-sm-6 pad smallPadding"> <a class="non-linker"> </a><div class="caseStudiesComponent"><a class="non-linker"> </a><div class="row"><a class="non-linker"> <div class="col-xs-12 col-md-12 col-sm-12 boxfixer"> <div class="caseStudiesImageMobile"> <picture data-fileentryid="915912"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/915912/Thumbnail-300x300/exchange-case-study.jpg?t=1615795707530"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/915912/Preview-1000x0/exchange-case-study.jpg?t=1615795707530"><img class="imgheight" alt="exchange-case-study.jpg" data-fileentryid="915912" src="/documents/456036/456101/exchange-case-study.jpg/4475ecc9-bf59-eb4f-84ca-61557acc0289?t=1615795707530"></picture> </div> <div class="caseStudiesImage"> <picture data-fileentryid="915912"><source media="(max-width:300px)" srcset="/o/adaptive-media/image/915912/Thumbnail-300x300/exchange-case-study.jpg?t=1615795707530"><source media="(max-width:574px) and (min-width:300px)" srcset="/o/adaptive-media/image/915912/Preview-1000x0/exchange-case-study.jpg?t=1615795707530"><img class="imgheight" alt="exchange-case-study.jpg" data-fileentryid="915912" src="/documents/456036/456101/exchange-case-study.jpg/4475ecc9-bf59-eb4f-84ca-61557acc0289?t=1615795707530"></picture> </div> <div class="caseStudiesContent" style="background-color: #FFFFFF; border-bottom:4px solid transparent;"> <h3>Step 3. Exchange or repair</h3> <p><a>Depending on how long you've had your device, we'll either replace it or send it off for repair. </a></p> </div> </div></a> </div> </div> </div> </div> </section>  </div> </div> <div class="bottom-mask hide"></div> </div> <div class="bottom-spacer hide"></div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-zcwq" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218463" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2119993" data-analytics-asset-title="generic_background textarea 603861" data-analytics-asset-type="web-content">    <style type="text/css"> {# css for mobile starts#} #genericBg-2035941073 [component="Background"] .bg-img { background:url('') center center no-repeat; } {# css for mobile ends#} {# css for tablet starts#} @media screen and (min-width: 575px) { #genericBg-2035941073 [component="Background"] .bg-img { background:url('') center center no-repeat; } } {# css for tablet ends#} {# css for desktop starts#} @media screen and (min-width: 815px) { #genericBg-2035941073 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 972px) { #genericBg-2035941073 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 1100px) { #genericBg-2035941073 [component="Background"] .bg-img { background-color:url('') center center no-repeat; } } {# css for desktop ends#} </style> <div class="Background-container dark left" id="genericBg-2035941073"> <div class="top-spacer hide"></div> <div component="Background" class="background clipped-wrapper " style="background-color: #FFFFFF;"> <div class="top-mask hide"></div> <div class="bg-color backgroundFixer2000" style="background-color: #F8F8F8;padding-top:0px;"> <div class="container"> <div component-name="textarea" id="" class=""> <div class="default-content-container"> <div class=" left left textarea-component"> <h3><strong>Step 1 - Troubleshoot your issue </strong></h3> <p>If you haven’t already, try our troubleshooter to try and fix the problem yourself</p> </div> </div> </div>   </div> </div> <div class="bottom-mask hide"></div> </div> <div class="bottom-spacer hide"></div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-ipvk" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218417" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120015" data-analytics-asset-title="generic_background promo 603866" data-analytics-asset-type="web-content">    <style type="text/css"> {# css for mobile starts#} #genericBg-2112541573 [component="Background"] .bg-img { background:url('') center center no-repeat; } {# css for mobile ends#} {# css for tablet starts#} @media screen and (min-width: 575px) { #genericBg-2112541573 [component="Background"] .bg-img { background:url('') center center no-repeat; } } {# css for tablet ends#} {# css for desktop starts#} @media screen and (min-width: 815px) { #genericBg-2112541573 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 972px) { #genericBg-2112541573 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 1100px) { #genericBg-2112541573 [component="Background"] .bg-img { background-color:url('') center center no-repeat; } } {# css for desktop ends#} </style> <div class="Background-container dark " id="genericBg-2112541573"> <div class="top-spacer hide"></div> <div component="Background" class="background clipped-wrapper " style="background-color: #FFFFFF;"> <div class="top-mask hide"></div> <div class="bg-color backgroundFixer2000" style="background-color: #F8F8F8;padding-top:0px;"> <div class="container">  <div class="row"> <div component-name="promo4XL" data-qa-component-name-promo4xl-use-our-self-help-troubleshooter="" class=" col-xs-12 col-sm-12 col-md-12 col-lg-12" id=""> <div id="promo4XL-288577338" class="module promo left short dark videoPromo genericPromo"> <video autoplay="" muted loop="" id="hrd-promo-video" poster="" data-poster-bp1="" data-poster-dd="" data-poster-bp2="" data-poster-bp3="" data-poster-bp5="" style=""> <source src="" type="video/mp4" data-min-width-mobile="" data-min-width-dd="" data-min-width-bp2="" data-min-width-bp3="" data-min-width-bp5=""> </video> <a href="http://diagnostics.o2.co.uk/" title="Go to our troubleshooter " target="_self" manual_cm_re="promo4XLShort-_-row_col-_-Use our self-help troubleshooter" class=""> <img src="/documents/456036/456101/troubleshoot-promo-xxl-short-574x2-dark.jpg/e4e74f85-9f55-a94f-bdcb-ff01eb9efe82?t=1615790695693" data-min-width-320="/documents/456036/456101/troubleshoot-promo-xxl-short-574-dark.jpg/ccc2d01a-d99b-9d34-7c0d-3221ad20bc7b?t=1615791344836" data-min-width-575="/documents/456036/456101/troubleshoot-promo-xxl-short-814-dark.jpg/e803998f-702d-344b-9707-9bb2640fffab?t=1615793884357" data-min-width-835="/documents/456036/456101/troubleshoot-promo-xxl-short-1100-dark.jpg/c2869092-0c87-7f8b-8b2e-0e9f12a695da?t=1615789638288" data-min-width-1100="/documents/456036/456101/troubleshoot-promo-xxl-short-1100-dark.jpg/c2869092-0c87-7f8b-8b2e-0e9f12a695da?t=1615789638288" data-init-response="" style="display:none;" id="promoComponentImage" alt="troubleshoot-promo-xxl-short-1100-dark.jpg"> <div class="module-body"> <h3>Use our self-help troubleshooter</h3> <p>You may be able to fix the issue and save the hassle of sending it away. </p> <p class="product-cta">Go to our troubleshooter </p> </div> </a> </div> </div> <style type="text/css"> .no-js #promo4XL-288577338 img{ content: url("/documents/456036/456101/troubleshoot-promo-xxl-short-574-dark.jpg/ccc2d01a-d99b-9d34-7c0d-3221ad20bc7b?t=1615791344836"); } @media screen and (min-width:575px){ .no-js #promo4XL-288577338 img{ content: url("/documents/456036/456101/troubleshoot-promo-xxl-short-814-dark.jpg/e803998f-702d-344b-9707-9bb2640fffab?t=1615793884357"); } } @media screen and (min-width:815px){ .no-js #promo4XL-288577338 img{ content: url("/documents/456036/456101/troubleshoot-promo-xxl-short-1100-dark.jpg/c2869092-0c87-7f8b-8b2e-0e9f12a695da?t=1615789638288"); } } @media screen and (min-width:1100px){ .no-js #promo4XL-288577338 img{ content: url("/documents/456036/456101/troubleshoot-promo-xxl-short-1100-dark.jpg/c2869092-0c87-7f8b-8b2e-0e9f12a695da?t=1615789638288"); } } </style> </div>   <style> @media screen and (max-width: 575px) { [component~=Background] .container .row .padding_for_button { margin-top: 20px; } } </style>  </div> </div> <div class="bottom-mask hide"></div> </div> <div class="bottom-spacer hide"></div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-sige" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218377" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120041" data-analytics-asset-title="spacer 615366" data-analytics-asset-type="web-content"> <div component-name="spacer" class="clear-fix" style="height:20px"></div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-apjb" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fFo8BgCmeq9a_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fFo8BgCmeq9a"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fFo8BgCmeq9a"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218434" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120060" data-analytics-asset-title="generic_background textarea 603871" data-analytics-asset-type="web-content">    <style type="text/css"> {# css for mobile starts#} #genericBg-1517239181 [component="Background"] .bg-img { background:url('') center center no-repeat; } {# css for mobile ends#} {# css for tablet starts#} @media screen and (min-width: 575px) { #genericBg-1517239181 [component="Background"] .bg-img { background:url('') center center no-repeat; } } {# css for tablet ends#} {# css for desktop starts#} @media screen and (min-width: 815px) { #genericBg-1517239181 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 972px) { #genericBg-1517239181 [component="Background"] .bg-img { background:url('') center center no-repeat; } } @media screen and (min-width: 1100px) { #genericBg-1517239181 [component="Background"] .bg-img { background-color:url('') center center no-repeat; } } {# css for desktop ends#} </style> <div class="Background-container dark left" id="genericBg-1517239181"> <div class="top-spacer hide"></div> <div component="Background" class="background clipped-wrapper " style="background-color: #FFFFFF;"> <div class="top-mask hide"></div> <div class="bg-color backgroundFixer2000" style="background-color: #F8F8F8;padding-top:0px;"> <div class="container"> <div component-name="textarea" id="" class=""> <div class="default-content-container"> <div class=" left left textarea-component"> <h3><br> <strong>Step 2 – Prepare your device for exchange or repair</strong></h3> <p>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.</p> <p>If you’ve had your device for more than 30 days, please <a href="https://www.o2.co.uk/contactus" rel="noopener noreferrer">get in touch</a> to arrange a repair. Before you do that, there are a few things you’ll need to do first:</p> <ul> <li>Back up your device so you don’t lose any important photos, contacts or texts</li> <li>Remove your SIM (unless it’s an eSIM) and any case, screen protector or SD card. If you have an Apple Watch, remove the straps – we can’t properly test your device with them in place. If we have to remove these items ourselves, screen protectors and Apple Watch straps can’t be returned, and your SIM and SD card will need to be destroyed to protect your data </li> <li>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 </li> <li>If you have an iPhone, iPad or Apple Watch, switch off Find my iPhone. If you don’t switch it off before sending your device to us, we won’t be able to attempt to fix your device and we’ll have to return it unrepaired. <a href="https://support.apple.com/en-gb/HT211149" rel="noopener noreferrer">Apple instructions for Find my iPhone </a><br>  </li> </ul> <h3><strong>Step 3 – Send your device for repair</strong></h3> <p>If our <a href="https://accounts.o2.co.uk/auth?sendTo=https%3A%2F%2Fdiagnostics.o2.co.uk%2Frepair%2Fo2id&failureUrl=https%3A%2F%2Fdiagnostics.o2.co.uk%2Ferror.html&auth_requirement_id=fefc44da-febf-4e90-b0e5-4819ddf3de7e" rel="noopener noreferrer">troubleshooter</a> 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.<br> If you want to organise a repair from a store, take your device to your <a href="https://stores.o2.co.uk/" rel="noopener noreferrer">nearest store</a> along with all the items that were in the original packaging.</p> <p><strong>To return by post</strong></p> <ul> <li> <p>Get in touch so we can arrange labelled packaging for you</p> </li> <li> <p>Pack up your device or accessory securely and make sure the label’s clearly visible</p> </li> <li> <p>Remember to return everything that came with your device, including the original packaging if you have it</p> </li> <li> <p>Drop the package off at your local Post Office. It won’t cost you anything to send, unless you choose a tracked delivery method</p> </li> </ul> <p>Once your device or accessory arrives at our dedicated repair centre and has been evaluated, we’ll let you know of any issues and advise whether it can be repaired. See our ‘Could my device come back unrepaired   ’ FAQ for more information.</p> <p>We’ll aim to repair and return your device or accessory within four days of receiving it. You can use our <a href="https://diagnostics.o2.co.uk/track-my-repair/" rel="noopener noreferrer">repair progress tracker</a> to see how things are going.</p> <p> </p> <h3><strong>Other repair options</strong></h3> <p>If the issue with your device or accessory has been caused by accidental damage or misuse, or it isn’t covered by a warranty or your statutory rights, repairs will probably incur a cost.</p> <p>If you bought mobile insurance from us, your issue may be covered. Alternatively, you can pay for the repair. To find out if you can claim, or to learn more about chargeable repairs, pop into <a href="https://stores.o2.co.uk" target="_blank"> an O2 store</a> or <a href="https://www.o2.co.uk/contactus" target="_blank">get in touch</a>.</p> </div> </div> </div>   </div> </div> <div class="bottom-mask hide"></div> </div> <div class="bottom-spacer hide"></div> </div> </div> </div> </div> </div> </div> </section> </div> </div> <div id="fragment-0-mbti" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_hNAgVixMuBsk_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_hNAgVixMuBsk"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_hNAgVixMuBsk"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218389" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120082" data-analytics-asset-title="spacer 603906" data-analytics-asset-type="web-content"> <div component-name="spacer" class="clear-fix" style="height:13px"></div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container-fluid px-3 py-0"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-odmo" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_xkhIHV5Pz24Q_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_xkhIHV5Pz24Q"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_xkhIHV5Pz24Q"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218336" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120104" data-analytics-asset-title="spacer 615361" data-analytics-asset-type="web-content"> <div component-name="spacer" class="clear-fix" style="height:20px"></div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container px-3 py-3"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-aqkb" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_8BYAhBhjOqVB_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_8BYAhBhjOqVB"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_8BYAhBhjOqVB"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218245" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2215677" data-analytics-asset-title="divider-web-content" data-analytics-asset-type="web-content"> <div class="padded-container"> <div class="divider margin-bottom-20"> <div class="divide-left"></div> <div class="divide-right"></div> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> <div id="fragment-0-tzhl" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-3311372" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="3277270" data-analytics-asset-title="FAQs device repairs 597186 warranty updates 02.09.2021" data-analytics-asset-type="web-content"> <div class="pd-redesign-wrapper pd-redesign-grid"> <div class="container faq-container"> <div component-name="faq_version_2" data-qa-faq-component class="col-xs-12 col-sm-12 col-md-12 col-lg-12"> <div class="module faq no-hover " id="faqs_version2"> <h2>FAQs</h2> <div class="module-body col-12 col-sm-6 col-sm-offset-1 col-md-offset-0 col-md-12 col-lg-12"> <dl class="faq-description-list"> <dt id="repair-timeline" class="" data-qa-question-repair-timeline tabindex="0"><span>Repair Timeline</span></dt> <dd data-qa-answer-repair-timeline><ul> <li>Your device will be sent to our dedicated repair centre<br>  </li> <li>You will be notified of any issues with the device and whether it can be repaired or not. Please see ‘could my device come back unrepaired’ below for more information.<br>  </li> <li>We will repair and return your device within four working days of receiving it.<br>  </li> <li><a href="https://diagnostics.o2.co.uk/track-my-repair/" target="_blank">Track your repair</a></li> </ul> <p> </p></dd> <hr> <dt id="repair-checklist" class="" data-qa-question-repair-checklist tabindex="0"><span>Repair checklist</span></dt> <dd data-qa-answer-repair-checklist><p>We have a list of checks to tick off every time we repair a device. Here’s a quick overview.<br>  </p> <p><strong>Functional checks (depending on model)</strong></p> <ul> <li> <p>Network and signal – we use a live O2 sim to test network registration, normal signal strength, and call and audio functionality</p> </li> <li> <p>Electronic IMEI number – this need to match the one on the label</p> </li> <li> <p>SD card – we make sure the memory card can be seen and accessed</p> </li> <li> <p>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<br>  </p> </li> </ul> <p><strong>Contents checks</strong></p> <ul> <li> <p>SMS and multimedia message boxes – all folders must be empty</p> </li> <li> <p>Call logs and timers – these must be empty</p> </li> <li> <p>Applications – only listed default applications must be installed in the main menu</p> </li> <li> <p>Data counters – these must be empty</p> </li> <li> <p>Internet browser – must be back to its default settings<br>  </p> </li> </ul> <p><strong>Cosmetic checks</strong></p> <ul> <li> <p>Battery pins – these should be unbent and unbroken</p> </li> <li> <p>Screws – must all be there and screwed in tight</p> </li> <li> <p>Sim and SD card slots – should be empty with no sign of damage</p> </li> <li> <p>Charge socket and headphone jack – we check for pin damage</p> </li> <li> <p>Case – must be clipped correctly with no parts missing</p> </li> <li> <p>External surface – we check for cracks or chips</p> </li> <li> <p>LCD/ touchscreen – we check for cracks and internal dust</p> </li> <li> <p>Camera lens – we check for cracks, internal dirt and dust</p> </li> <li> <p>Physical keys (like volume or power) – we check for damage, missing or restricted movement</p> </li> <li> <p>Battery cover – must be present and clipped properly</p> </li> <li> <p>IMEI label – must be present, undamaged and matches the job record</p> </li> </ul></dd> <hr> <dt id="could-my-device-come-back-unrepaired" class="" data-qa-question-could-my-device-come-back-unrepaired tabindex="0"><span>Could my device come back unrepaired?</span></dt> <dd data-qa-answer-could-my-device-come-back-unrepaired><p>Sometimes repairs aren’t possible. Here’s a list of reasons why we may not be able to fix your device.<br>  </p> <p><strong>Device out of warranty</strong><br>  </p> <p>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:</p> <ul> <li> <p>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).</p> </li> <li> <p>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.</p> </li> <li> <p>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.</p> </li> </ul> <p> </p> <p><strong>No fault found</strong><br>  </p> <p>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.</p> <p>To help get to the bottom of it, our engineers may call you to ask a few questions.<br>  </p> <p><strong>Beyond economic repair</strong></p> <p>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.</p> <ul> <li> <p>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.</p> </li> <li> <p>Physical damage. If your device has been broken by hitting floorboards, road, rocks etc.</p> </li> <li> <p>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.<br>  </p> </li> </ul> <p>If your device is beyond economic repair you still have options.</p> <ul> <li> <p>Alternative insurance - You could consider claiming under other insurance policies you might have (like household insurance).</p> </li> <li> <p>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.</p> </li> <li> <p>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.<br>  </p> </li> </ul> <p><strong>No proof of purchase</strong></p> <p>This means we have no record of selling your handset to you. There are typically two reasons for this:</p> <ol> <li> <p>It’s a replacement device from a previous repair</p> </li> <li> <p>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.</p> </li> </ol></dd> <hr> <dt id="warranty--lengths" class="" data-qa-question-warranty--lengths tabindex="0"><span>Warranty lengths</span></dt> <dd data-qa-answer-warranty--lengths><p>Warranties exist to cover your device or accessory 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.</p> <p>Any physical damage to your device or accessory 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.<br>  </p> <p><strong>Warranty lengths</strong><br>  </p> <p>Phone and tablets:</p> <ul> <li>Apple devices – 12 months from date of purchase.</li> <li>Alcatel phones – 12 months from date of purchase.</li> <li>All other phones and tablets – 24 months from date of purchase.</li> <li>Any phone on an eligible Plus Plan – 3-Year Warranty from date of purchase.</li> </ul> <p>Smart Watches:</p> <ul> <li>Apple Watch – 12 months.</li> </ul> <p>Wearables:</p> <ul> <li>Samsung Gear S – 24 months.</li> <li>All other wearables – 12 months from date of purchase.</li> </ul> <p>Our Like New phones:</p> <ul> <li>Grade A – 12 months.</li> </ul> <p>Accessories:</p> <ul> <li>12 months from date of purchase.</li> </ul></dd> <hr> <dt id="what-is-a-3year-warranty" class="" data-qa-question-what-is-a-3year-warranty tabindex="0"><span>What is a 3-Year Warranty?</span></dt> <dd data-qa-answer-what-is-a-3year-warranty><p>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.<br> <br> <strong>Who is eligible for a 3-Year Warranty?</strong><br> Currently, any customer who takes out Plus Plans 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.<br> <br> <strong>What does the 3-Year Warranty cover?</strong><br> If a device suffers from an electrical or mechanical fault through normal use during the warranty period, we’ll repair it for free, including all parts and labour. Battery failure is also covered, but natural battery degradation through normal use will not be covered.<br> <br> Additionally, any water, cosmetic or accidental damage, or faults caused by unauthorised repairs, or damage caused by opening your device, will not be covered.<br> <br> For a detailed list of what isn’t covered under the 3-Year Warranty, see our terms and conditions.<br> <br> <strong>How will a customer’s device get fixed or replaced under a 3-Year Warranty?</strong><br> If the fault is covered by the warranty, we’ll fix it. And if for any reason we can’t fix it, we’ll arrange for a replacement device from our fully refurbished stock.<br> <br> 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.<br> <br> <strong>Will the warranty last a full three years even if I upgrade my device or change my tariff?</strong><br> Provided you move your Airtime Plan to an eligible tariff, you’ll continue to benefit from the 3-Year Warranty.<br> <br> However, if you move to an ineligible tariff, or upgrade your device by purchasing one under a new Device Plan, or change your tariff to a sim only plan, you will lose your 3-Year Warranty and go back to the standard manufacturer warranty period. Check out the <a href="https://www.o2.co.uk/termsandconditions/other-products-and-services/3-year-warranty" target="_blank">full exclusions and terms</a>.</p></dd> <hr> </dl> <input type="hidden" id="mainEntity" name="mainentity" value="{"@type": "Question","name": "Repair Timeline","acceptedAnswer": {"@type": "Answer","text": "<ul>\n\t<li>Your device will be sent to our dedicated repair centre<br />\n\t <\/li>\n\t<li>You will be notified of any issues with the device and whether it can be repaired or not. Please see ‘could my device come back unrepaired’ below for more information.<br />\n\t <\/li>\n\t<li>We will repair and return your device within four working days of receiving it.<br />\n\t <\/li>\n\t<li><a href=\"https://diagnostics.o2.co.uk/track-my-repair/\" target=\"_blank\">Track your repair<\/a><\/li>\n<\/ul>\n\n<p> <\/p>"}},{"@type": "Question","name": "Repair checklist","acceptedAnswer": {"@type": "Answer","text": "<p>We have a list of checks to tick off every time we repair a device. Here’s a quick overview.<br />\n <\/p>\n\n<p><strong>Functional checks (depending on model)<\/strong><\/p>\n\n<ul>\n\t<li>\n\t<p>Network and signal – we use a live O2 sim to test network registration, normal signal strength, and call and audio functionality<\/p>\n\t<\/li>\n\t<li>\n\t<p>Electronic IMEI number – this need to match the one on the label<\/p>\n\t<\/li>\n\t<li>\n\t<p>SD card – we make sure the memory card can be seen and accessed<\/p>\n\t<\/li>\n\t<li>\n\t<p>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<br />\n\t <\/p>\n\t<\/li>\n<\/ul>\n\n<p><strong>Contents checks<\/strong><\/p>\n\n<ul>\n\t<li>\n\t<p>SMS and multimedia message boxes – all folders must be empty<\/p>\n\t<\/li>\n\t<li>\n\t<p>Call logs and timers – these must be empty<\/p>\n\t<\/li>\n\t<li>\n\t<p>Applications – only listed default applications must be installed in the main menu<\/p>\n\t<\/li>\n\t<li>\n\t<p>Data counters – these must be empty<\/p>\n\t<\/li>\n\t<li>\n\t<p>Internet browser – must be back to its default settings<br />\n\t <\/p>\n\t<\/li>\n<\/ul>\n\n<p><strong>Cosmetic checks<\/strong><\/p>\n\n<ul>\n\t<li>\n\t<p>Battery pins – these should be unbent and unbroken<\/p>\n\t<\/li>\n\t<li>\n\t<p>Screws – must all be there and screwed in tight<\/p>\n\t<\/li>\n\t<li>\n\t<p>Sim and SD card slots – should be empty with no sign of damage<\/p>\n\t<\/li>\n\t<li>\n\t<p>Charge socket and headphone jack – we check for pin damage<\/p>\n\t<\/li>\n\t<li>\n\t<p>Case – must be clipped correctly with no parts missing<\/p>\n\t<\/li>\n\t<li>\n\t<p>External surface – we check for cracks or chips<\/p>\n\t<\/li>\n\t<li>\n\t<p>LCD/ touchscreen – we check for cracks and internal dust<\/p>\n\t<\/li>\n\t<li>\n\t<p>Camera lens – we check for cracks, internal dirt and dust<\/p>\n\t<\/li>\n\t<li>\n\t<p>Physical keys (like volume or power) – we check for damage, missing or restricted movement<\/p>\n\t<\/li>\n\t<li>\n\t<p>Battery cover – must be present and clipped properly<\/p>\n\t<\/li>\n\t<li>\n\t<p>IMEI label – must be present, undamaged and matches the job record<\/p>\n\t<\/li>\n<\/ul>"}},{"@type": "Question","name": "Could my device come back unrepaired?","acceptedAnswer": {"@type": "Answer","text": "<p>Sometimes repairs aren’t possible. Here’s a list of reasons why we may not be able to fix your device.<br />\n <\/p>\n\n<p><strong>Device out of warranty<\/strong><br />\n <\/p>\n\n<p>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:<\/p>\n\n<ul>\n\t<li>\n\t<p>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).<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<\/p>\n\t<\/li>\n<\/ul>\n\n<p> <\/p>\n\n<p><strong>No fault found<\/strong><br />\n <\/p>\n\n<p>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.<\/p>\n\n<p>To help get to the bottom of it, our engineers may call you to ask a few questions.<br />\n <\/p>\n\n<p><strong>Beyond economic repair<\/strong><\/p>\n\n<p>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.<\/p>\n\n<ul>\n\t<li>\n\t<p>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.<\/p>\n\t<\/li>\n\t<li>\n\t<p>Physical damage. If your device has been broken by hitting floorboards, road, rocks etc.<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<br />\n\t <\/p>\n\t<\/li>\n<\/ul>\n\n<p>If your device is beyond economic repair you still have options.<\/p>\n\n<ul>\n\t<li>\n\t<p>Alternative insurance - You could consider claiming under other insurance policies you might have (like household insurance).<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<br />\n\t <\/p>\n\t<\/li>\n<\/ul>\n\n<p><strong>No proof of purchase<\/strong><\/p>\n\n<p>This means we have no record of selling your handset to you. There are typically two reasons for this:<\/p>\n\n<ol>\n\t<li>\n\t<p>It’s a replacement device from a previous repair<\/p>\n\t<\/li>\n\t<li>\n\t<p>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.<\/p>\n\t<\/li>\n<\/ol>"}},{"@type": "Question","name": "Warranty lengths","acceptedAnswer": {"@type": "Answer","text": "<p>Warranties exist to cover your device or accessory 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.<\/p>\n\n<p>Any physical damage to your device or accessory 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.<br />\n <\/p>\n\n<p><strong>Warranty lengths<\/strong><br />\n <\/p>\n\n<p>Phone and tablets:<\/p>\n\n<ul>\n\t<li>Apple devices – 12 months from date of purchase.<\/li>\n\t<li>Alcatel phones – 12 months from date of purchase.<\/li>\n\t<li>All other phones and tablets – 24 months from date of purchase.<\/li>\n\t<li>Any phone on an eligible Plus Plan – 3-Year Warranty from date of purchase.<\/li>\n<\/ul>\n\n<p>Smart Watches:<\/p>\n\n<ul>\n\t<li>Apple Watch – 12 months.<\/li>\n<\/ul>\n\n<p>Wearables:<\/p>\n\n<ul>\n\t<li>Samsung Gear S – 24 months.<\/li>\n\t<li>All other wearables – 12 months from date of purchase.<\/li>\n<\/ul>\n\n<p>Our Like New phones:<\/p>\n\n<ul>\n\t<li>Grade A – 12 months.<\/li>\n<\/ul>\n\n<p>Accessories:<\/p>\n\n<ul>\n\t<li>12 months from date of purchase.<\/li>\n<\/ul>"}},{"@type": "Question","name": "What is a 3-Year Warranty?","acceptedAnswer": {"@type": "Answer","text": "<p>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.<br />\n<br />\n<strong>Who is eligible for a 3-Year Warranty?<\/strong><br />\nCurrently, any customer who takes out Plus Plans 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.<br />\n<br />\n<strong>What does the 3-Year Warranty cover?<\/strong><br />\nIf a device suffers from an electrical or mechanical fault through normal use during the warranty period, we’ll repair it for free, including all parts and labour. Battery failure is also covered, but natural battery degradation through normal use will not be covered.<br />\n<br />\nAdditionally, any water, cosmetic or accidental damage, or faults caused by unauthorised repairs, or damage caused by opening your device, will not be covered.<br />\n<br />\nFor a detailed list of what isn’t covered under the 3-Year Warranty, see our terms and conditions.<br />\n<br />\n<strong>How will a customer’s device get fixed or replaced under a 3-Year Warranty?<\/strong><br />\nIf the fault is covered by the warranty, we’ll fix it. And if for any reason we can’t fix it, we’ll arrange for a replacement device from our fully refurbished stock.<br />\n<br />\nIf 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.<br />\n<br />\n<strong>Will the warranty last a full three years even if I upgrade my device or change my tariff?<\/strong><br />\nProvided you move your Airtime Plan to an eligible tariff, you’ll continue to benefit from the 3-Year Warranty.<br />\n<br />\nHowever, if you move to an ineligible tariff, or upgrade your device by purchasing one under a new Device Plan, or change your tariff to a sim only plan, you will lose your 3-Year Warranty and go back to the standard manufacturer warranty period. Check out the <a href=\"https://www.o2.co.uk/termsandconditions/other-products-and-services/3-year-warranty\" target=\"_blank\">full exclusions and terms<\/a>.<\/p>"}}"> </div> </div> </div> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container px-3 py-3"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-ebya" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_vdYA2fHVLWDz_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_vdYA2fHVLWDz"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_vdYA2fHVLWDz"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218492" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120146" data-analytics-asset-title="Device repairs textarea 597196" data-analytics-asset-type="web-content"> <div component-name="textarea" id="" class="content"> <div class="default-content-container "> <div class=" left textarea-component" id="main-content-without-leftnav"> <h3>Need more help?</h3> <p>If you’ve got any questions about exchanging or repairing your device/accessory, pop into <a href=" https://stores.o2.co.uk" target="_blank"> an O2 store</a> or <a href="https://www.o2.co.uk/contactus" target="_blank">get in touch</a>.</p> </div> </div> </div> <input 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<div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-2218448" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="2120170" data-analytics-asset-title="voting_button 597206" data-analytics-asset-type="web-content"> <div component-name="votingButton" class="col-xs-12 col-sm-9 col-md-9 col-lg-9"> <div class="voting-btn container-padded"> Was this information helpful? <span class="voting-options"> <a href="javascript:void(0);" manual_cm_re="votingButton-_-row_col-_-Was this information helpful?-_-Yes" class="">Yes</a> | <a href="javascript:void(0);" manual_cm_re="votingButton-_-row_col-_-Was this information helpful?-_-No" class="">No</a> </span> <p class="voting-result"> Thank you for sending your feedback. </p> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container px-3 py-3"> <div class="row "> <div class="col-md-12"> <div id="fragment-0-lwzu" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ywdReIhWLsFi_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ywdReIhWLsFi"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ywdReIhWLsFi"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1728337" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="1715596" data-analytics-asset-title="HelpSupportPromosblock Can't find what you're looking for? label 1951" data-analytics-asset-type="web-content"> <div component-name="labelXXL" class="{{ outer_div_class }}" id=""> <div class="module label-xxl label-id {{ inner_div_class }}"> <h2>Can't find what you're looking for?</h2> <div class="line" aria-hidden="true"></div> </div> </div> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container px-3 py-3"> <div class="row "> <div class="col-md-6"> <div id="fragment-0-hwdb" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1728246" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="1715616" data-analytics-asset-title="HelpSupportPromosblock Need help with your device? promo 1991" data-analytics-asset-type="web-content"> <div component-name="promoM" data-qa-component-name-promom-need-help-with-your-device?="" class="" id=""> <div id="promoM-25787716" class="module promo short light videoPromo genericPromo"> <video autoplay="" muted loop="" id="hrd-promo-video" poster="" data-poster-bp1="" data-poster-dd="" data-poster-bp2="" data-poster-bp3="" data-poster-bp5="" style=""> <source src="" type="video/mp4" data-min-width-mobile="" data-min-width-dd="" data-min-width-bp2="" data-min-width-bp3="" data-min-width-bp5=""> </video> <a href="/help/phones-sims-and-devices" title="Go to help" target="" manual_cm_re="promoMShort-_-row_col-_-Need help with your device?" class=""> <img src="/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-574x2-250823.jpg/bc4efea6-cd97-fa55-60bc-655b7ecbc6c7?t=1716383074543" data-min-width-320="/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-574-250823.jpg/3f72c7aa-0be4-4ea1-9ff9-8068f2643174?t=1716383074301" data-min-width-575="/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-814-250823.jpg/b2e559bb-90be-d070-3c4f-784c097fca22?t=1716383074764" data-min-width-835="/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-1100-250823.jpg/f5c90183-9345-d93c-e912-35a5280a6836?t=1716383074978" data-min-width-1100="/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-1100-250823.jpg/f5c90183-9345-d93c-e912-35a5280a6836?t=1716383074978" data-init-response="" style="display:none;" id="promoComponentImage" alt="Man looking down at phone"> <div class="module-body"> <div class=" info" data-qa-promo-info=""> <h3>Need help with your device? </h3> <p> Take a look at our useful self-help guide. </p> <p class="product-cta">Go to help</p> </div> </div> </a> </div> </div> <style type="text/css"> .no-js #promoM-25787716 img{ content: url("/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-574x2-250823.jpg/bc4efea6-cd97-fa55-60bc-655b7ecbc6c7?t=1716383074543"); } @media screen and (min-width:575px){ .no-js #promoM-25787716 img{ content: url("/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-814-250823.jpg/b2e559bb-90be-d070-3c4f-784c097fca22?t=1716383074764"); } } @media screen and (min-width:815px){ .no-js #promoM-25787716 img{ content: url("/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-1100-250823.jpg/f5c90183-9345-d93c-e912-35a5280a6836?t=1716383074978"); } } @media screen and (min-width:1100px){ .no-js #promoM-25787716 img{ content: url("/documents/456036/10823665/BAU-44074-O2BrandRefresh-Update-creative-NeedHelpWithYourDevice-promo-m-short-1100-250823.jpg/f5c90183-9345-d93c-e912-35a5280a6836?t=1716383074978"); } } </style> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div class="col-md-6"> <div id="fragment-0-vdps" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_u8Ho0d5J78kp_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_u8Ho0d5J78kp"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_u8Ho0d5J78kp"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1728309" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="1715642" data-analytics-asset-title="HelpSupportPromosblock My O2 promo 1996" data-analytics-asset-type="web-content"> <div component-name="promoM" data-qa-component-name-promom-my-o2="" class="" id=""> <div id="promoM-804328712" class="module promo short light last-item videoPromo genericPromo"> <video autoplay="" muted loop="" id="hrd-promo-video" poster="" data-poster-bp1="" data-poster-dd="" data-poster-bp2="" data-poster-bp3="" data-poster-bp5="" style=""> <source src="" type="video/mp4" data-min-width-mobile="" data-min-width-dd="" data-min-width-bp2="" data-min-width-bp3="" data-min-width-bp5=""> </video> <a href="/myo2" title="Go to My O2 " target="" manual_cm_re="promoMShort-_-row_col-_-My O2" class=""> <img src="/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-574x2-250823.jpg/54d48e90-f349-3f8d-6b52-552f9f5fe1ee?t=1716383185730" data-min-width-320="/documents/1106106/10571490/promo-m-short-574x2-240424+%281%29.jpg/bff9ea92-76fd-7e5c-536c-ad726b3106ab?t=1713963474238" data-min-width-575="/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-814-250823.jpg/1524938e-7000-cd84-58f9-148c195334a2?t=1716383185932" data-min-width-835="/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-1100-250823.jpg/93357a14-8081-6b01-2d4a-d437845d430b?t=1716383185291" data-min-width-1100="/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-1100-250823.jpg/93357a14-8081-6b01-2d4a-d437845d430b?t=1716383185291" data-init-response="" style="display:none;" id="promoComponentImage" alt="My O2 app on phones screens"> <div class="module-body"> <div class=" info" data-qa-promo-info=""> <h3>My O2 </h3> <p> Track your usage, check your bills, upgrade and more. </p> <p class="product-cta">Go to My O2 </p> </div> </div> </a> </div> </div> <style type="text/css"> .no-js #promoM-804328712 img{ content: url("/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-574x2-250823.jpg/54d48e90-f349-3f8d-6b52-552f9f5fe1ee?t=1716383185730"); } @media screen and (min-width:575px){ .no-js #promoM-804328712 img{ content: url("/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-814-250823.jpg/1524938e-7000-cd84-58f9-148c195334a2?t=1716383185932"); } } @media screen and (min-width:815px){ .no-js #promoM-804328712 img{ content: url("/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-1100-250823.jpg/93357a14-8081-6b01-2d4a-d437845d430b?t=1716383185291"); } } @media screen and (min-width:1100px){ .no-js #promoM-804328712 img{ content: url("/documents/456036/10823826/BAU-44074-O2BrandRefresh-Update-creative-VisitMyO2-promo-m-short-1100-250823.jpg/93357a14-8081-6b01-2d4a-d437845d430b?t=1716383185291"); } } </style> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> <section class="bg-" style=""> <div class="container px-3 py-3"> <div class="row "> <div class="col-md-6"> <div id="fragment-0-foeo" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_SQ1wVs1pp2TS_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_SQ1wVs1pp2TS"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_SQ1wVs1pp2TS"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1728350" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="1715942" data-analytics-asset-title="CommunityO2promoxxlshort O2 Community promo 571216" data-analytics-asset-type="web-content"> <div component-name="promoM" data-qa-component-name-promom-o2-community="" class="" id=""> <div id="promoM-1867766318" class="module promo short light videoPromo genericPromo"> <video autoplay="" muted loop="" id="hrd-promo-video" poster="" data-poster-bp1="" data-poster-dd="" data-poster-bp2="" data-poster-bp3="" data-poster-bp5="" style=""> <source src="" type="video/mp4" data-min-width-mobile="" data-min-width-dd="" data-min-width-bp2="" data-min-width-bp3="" data-min-width-bp5=""> </video> <a href="https://community.o2.co.uk/" title="Find out more" target="" manual_cm_re="promoMShort-_-row_col-_-O2 Community" class=""> <img src="/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-574x2-250823.jpg/fa2043ef-7013-b3cb-6b0a-ef4dff9d6db4?t=1716383116196" data-min-width-320="/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-574-250823.jpg/388561fd-ec2d-99c2-3883-ca473483c597?t=1716383115981" data-min-width-575="/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-814-250823.jpg/6e4b1459-4325-aa85-bfd7-62a78e9c29ba?t=1716383116406" data-min-width-835="/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-1100-250823.jpg/60161fc9-8a75-a7e7-b409-e280f9d615e9?t=1716383115720" data-min-width-1100="/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-1100-250823.jpg/60161fc9-8a75-a7e7-b409-e280f9d615e9?t=1716383115720" data-init-response="" style="display:none;" id="promoComponentImage" alt="o2 icon"> <div class="module-body"> <div class=" info" data-qa-promo-info=""> <h3>O2 Community </h3> <p> Get help and chat to other customers in the O2 Community. </p> <p class="product-cta">Find out more</p> </div> </div> </a> </div> </div> <style type="text/css"> .no-js #promoM-1867766318 img{ content: url("/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-574x2-250823.jpg/fa2043ef-7013-b3cb-6b0a-ef4dff9d6db4?t=1716383116196"); } @media screen and (min-width:575px){ .no-js #promoM-1867766318 img{ content: url("/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-814-250823.jpg/6e4b1459-4325-aa85-bfd7-62a78e9c29ba?t=1716383116406"); } } @media screen and (min-width:815px){ .no-js #promoM-1867766318 img{ content: url("/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-1100-250823.jpg/60161fc9-8a75-a7e7-b409-e280f9d615e9?t=1716383115720"); } } @media screen and (min-width:1100px){ .no-js #promoM-1867766318 img{ content: url("/documents/456036/10823716/BAU-44074-O2BrandRefresh-Update-creative-O2Community-promo-m-short-1100-250823.jpg/60161fc9-8a75-a7e7-b409-e280f9d615e9?t=1716383115720"); } } </style> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div class="col-md-6"> <div id="fragment-0-fpcr" > <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1728294" data-fragments-editor-item-type="fragments-editor-mapped-item"> <div class="journal-content-article " data-analytics-asset-id="1715966" data-analytics-asset-title="CommunityO2promoxxlshort Still need help? promo 603541" data-analytics-asset-type="web-content"> <div component-name="promoM" data-qa-component-name-promom-still-need-help?="" class="" id=""> <div id="promoM-1031444831" class="module promo short light last-item videoPromo genericPromo"> <video autoplay="" muted loop="" id="hrd-promo-video" poster="" data-poster-bp1="" data-poster-dd="" data-poster-bp2="" data-poster-bp3="" data-poster-bp5="" style=""> <source src="" type="video/mp4" data-min-width-mobile="" data-min-width-dd="" data-min-width-bp2="" data-min-width-bp3="" data-min-width-bp5=""> </video> <a href="/contactus" title="Contact us" target="" manual_cm_re="promoMShort-_-row_col-_-Still need help?" class=""> <img src="/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-574x2-210524.jpg/198bf240-e708-4271-ed02-7211318de3a9?t=1716383147795" data-min-width-320="/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-574-210524.jpg/ef030363-0e59-2cf6-3332-a035b23389cf?t=1716383147525" data-min-width-575="/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-814-210524.jpg/71046f2c-c02f-ddf3-7336-b21a477bae6b?t=1716383148065" data-min-width-835="/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-1100-210524.jpg/db83b4cf-4a43-30c0-1288-f862b9ddde5e?t=1716383148299" data-min-width-1100="/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-1100-210524.jpg/db83b4cf-4a43-30c0-1288-f862b9ddde5e?t=1716383148299" data-init-response="" style="display:none;" id="promoComponentImage" alt="Person from an O2 store"> <div class="module-body"> <div class=" info" data-qa-promo-info=""> <h3>Still need help? </h3> <p> Find the best way to get in touch. </p> <p class="product-cta">Contact us</p> </div> </div> </a> </div> </div> <style type="text/css"> .no-js #promoM-1031444831 img{ content: url("/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-574x2-210524.jpg/198bf240-e708-4271-ed02-7211318de3a9?t=1716383147795"); } @media screen and (min-width:575px){ .no-js #promoM-1031444831 img{ content: url("/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-814-210524.jpg/71046f2c-c02f-ddf3-7336-b21a477bae6b?t=1716383148065"); } } @media screen and (min-width:815px){ .no-js #promoM-1031444831 img{ content: url("/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-1100-210524.jpg/db83b4cf-4a43-30c0-1288-f862b9ddde5e?t=1716383148299"); } } @media screen and (min-width:1100px){ .no-js #promoM-1031444831 img{ content: url("/documents/456036/10823767/BAU-44074-O2BrandRefresh-Update-creative-StillNeedHelp-promo-m-short-1100-210524.jpg/db83b4cf-4a43-30c0-1288-f862b9ddde5e?t=1716383148299"); } } </style> </div> </div> </div> </div> </div> </section> </div> </div> </div> </div> </div> </section> </div> <form action="#" class="hide" id="hrefFm" method="post" name="hrefFm" aria-hidden="true"><span></span><button hidden type="submit"/>Hidden</button></form> </div> </section> <div class="portlet-boundary portlet-boundary_com_liferay_journal_content_web_portlet_JournalContentPortlet_ portlet-static portlet-static-end portlet-barebone portlet-journal-content " id="p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_o2footerpersonalcontentinstance_"> <span id="p_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_o2footerpersonalcontentinstance"></span> <section class="portlet mb-0 top-content" id="portlet_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_o2footerpersonalcontentinstance"> <div class="portlet-content"> <div class="autofit-float autofit-row portlet-header"> <div class="autofit-col autofit-col-end"> <div class="autofit-section"> <div class="visible-interaction"> </div> </div> </div> </div> <div class=" portlet-content-container"> <div class="portlet-body"> <div class="" data-fragments-editor-item-id="172001-1106105" data-fragments-editor-item-type="fragments-editor-mapped-item" > <div 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'\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_u8Ho0d5J78kp\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j1V9W31WBDpO\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_j5pBIWZO1WNu\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_mVxz1dJkY7rz\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_LEzADkOzymbR\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_1snhZyvyWs4i\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_ClLS64mjbIta\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_b4PFyFqofV7j\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Portlet.register('com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fxrjyQ0IyPB6'); Liferay.Portlet.onLoad( { canEditTitle: false, columnPos: 0, isStatic: 'end', namespacedId: 'p_p_id_com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fxrjyQ0IyPB6_', portletId: 'com_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fxrjyQ0IyPB6', refreshURL: '\x2fc\x2fportal\x2frender_portlet\x3fp_l_id\x3d4307\x26p_p_id\x3dcom_liferay_journal_content_web_portlet_JournalContentPortlet_INSTANCE_fxrjyQ0IyPB6\x26p_p_lifecycle\x3d0\x26p_t_lifecycle\x3d0\x26p_p_state\x3dnormal\x26p_p_mode\x3dview\x26p_p_col_id\x3dnull\x26p_p_col_pos\x3dnull\x26p_p_col_count\x3dnull\x26p_p_static\x3d1\x26p_p_isolated\x3d1\x26currentURL\x3d\x252Fweb\x252Fo2static\x252Fhelp\x252Fdevice-and-sim-support\x252Fdevice-repairs', refreshURLData: {} } ); Liferay.Loader.require('metal-dom/src/all/dom', function(metalDomSrcAllDom) { (function(){ var dom = metalDomSrcAllDom; (function() {var $ = AUI.$;var _ = AUI._; var focusInPortletHandler = dom.delegate( document, 'focusin', '.portlet', function(event) { dom.addClasses(dom.closest(event.delegateTarget, '.portlet'), 'open'); } ); var focusOutPortletHandler = dom.delegate( document, 'focusout', '.portlet', function(event) { dom.removeClasses(dom.closest(event.delegateTarget, '.portlet'), 'open'); } ); })();})(); });AUI().use('liferay-menu', 'liferay-notice', 'aui-base', 'liferay-session', 'liferay-poller', function(A) {(function() {var $ = AUI.$;var _ = AUI._; if (A.UA.mobile) { Liferay.Util.addInputCancel(); } })();(function() {var $ = AUI.$;var _ = AUI._; new Liferay.Menu(); var liferayNotices = Liferay.Data.notices; for (var i = 1; i < liferayNotices.length; i++) { new Liferay.Notice(liferayNotices[i]); } })();(function() {var $ = AUI.$;var _ = AUI._; Liferay.Session = new Liferay.SessionBase( { autoExtend: true, redirectOnExpire: false, redirectUrl: 'https\x3a\x2f\x2fwww\x2eo2\x2eco\x2euk\x2fweb\x2fguest', sessionLength: 900, sessionTimeoutOffset: 70, warningLength: 0 } ); })();}); // ]]> </script> <link data-senna-track="temporary" href="/o/product-navigation-product-menu-web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663778092000" rel="stylesheet" type="text/css" /> <link data-senna-track="temporary" href="/o/staging-bar-web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663778034000" rel="stylesheet" type="text/css" /> <script data-senna-track="permanent" src="/o/staging-bar-web/js/staging.js?browserId=ie&minifierType=js&languageId=en_GB&t=1663778034000" type="text/javascript"></script> <script data-senna-track="permanent" src="/o/staging-bar-web/js/staging_branch.js?browserId=ie&minifierType=js&languageId=en_GB&t=1663778034000" type="text/javascript"></script> <script data-senna-track="permanent" src="/o/staging-bar-web/js/staging_version.js?browserId=ie&minifierType=js&languageId=en_GB&t=1663778034000" type="text/javascript"></script> <link data-senna-track="temporary" href="/o/com.liferay.product.navigation.user.personal.bar.web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663778092000" rel="stylesheet" type="text/css" /> <link data-senna-track="temporary" href="/o/portal-search-web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663777956000" rel="stylesheet" type="text/css" /> <link data-senna-track="temporary" href="/o/site-navigation-menu-web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663777938000" rel="stylesheet" type="text/css" /> <link data-senna-track="temporary" href="/o/segments-experiment-web/css/main.css?browserId=ie&themeId=o2theme_WAR_o2theme&minifierType=css&languageId=en_GB&t=1663778262000" rel="stylesheet" type="text/css" /> <script src="https://www.o2.co.uk/o/o2-theme/js/main.js?browserId=ie&minifierType=js&languageId=en_GB&t=1731526648000" type="text/javascript"></script> <script type="text/javascript"> // <![CDATA[ AUI().use( 'aui-base', function(A) { var frameElement = window.frameElement; if (frameElement && frameElement.getAttribute('id') === 'simulationDeviceIframe') { A.getBody().addClass('lfr-has-simulation-panel'); } } 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