Exchanges

Please let us know why you’d like to exchange your phone.

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    I’m having problems with my mobile signal.

    Try these solutions;

    1) Depending on what phone you have, you can use your home or work WiFi to seamlessly send texts and make calls - even without signal.

    Setting Up EE WiFi Calling
    Information can be found on EE’s website.

    Setting Up O2 WiFi Calling
    Information can be found on O2’s website.

    Setting Up Three Wi-Fi Calling
    Information can be found on Three’s website.

    Setting Up Vodafone Wi-Fi Calling
    Information can be found on Vodafone's website.

    2) Make sure your network/carrier settings are up to date. On iPhone, go to Settings > General > About. If an update is available, you’ll get an option to update your carrier settings. On Android, try updating the software in your Settings. You may also need to update your network/carrier version, either from your Settings app, or by going into your Phone app, then pressing the Menu icon followed by Settings. In there, you might find an option to update the version.

    3) If you’ve tried Solution 2 above, and you can’t get signal anywhere, your SIM might be faulty. Try it in another phone on the same network, and if that device doesn’t receive any signal, please contact your network directly to order a replacement SIM and SIM swap.

    EE: 0800 956 6000

    O2: 0344 809 0202

    Three: 0333 338 1001

    Vodafone: 0333 304 0191

    4) If you insert your SIM card into another phone on the same network, and it does get signal, your phone could be faulty. You might need to organise an exchange or repair, by clicking here.

    Not solved the problem?

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    My mobile phone is faulty.

    Please see our Faulty Products page for help and advice.
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    I’d like a different colour or phone.

    If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.
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    I’d like a different deal or network.

    If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.
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    I meant to order a different deal or network.

    If you’re within the 14-day return period, your phone is in pristine condition and you meet our other Terms, we may be able to arrange a different colour or phone for you. Please see how to exchange your phone.

  • How to Exchange Your Phone

    If your phone has developed a manufacturer fault (not accidental damage), you may be able to get a free exchange or repair. Please read our Terms in full before booking an exchange or repair.


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    Exchanging or repairing faulty iPhones

    If you’ve had your iPhone for more than 30 days…
    iPhone customers benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website to troubleshoot your problem.

    If you’ve had your iPhone for less than 30 days…
    You benefit from a special care service provided by Apple directly. Please call the Apple customer service department on 0800 107 6285 or visit this website. They will troubleshoot your fault, and may offer to repair or replace your iPhone for you. If there are any problems, please get in touch with us.
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    Exchanging or repairing other faulty phones

    If you’ve had your phone for more than 30 days…
    You benefit from a manufacturer warranty, which means you may be able to get any faults repaired for free. To do so, please contact your manufacturer directly.

    Samsung - 0330 726 7864 or online
    Alcatel - 0207 458 0026 or online
    CAT - 0844 856 7004 or online
    Doro - Call us on 0345 413 6200
    Google - Contact online
    Honor - 0800 088 6900 or online
    Huawei - 0800 088 6700 or online
    LG - 0344 847 5454 or online
    Nokia - Contact online
    Razer - Contact online
    Sony - 0370 523 7237 or online
    Xiaomi - Contact online

    If you’ve had your phone for less than 30 days…
    We’ll exchange it free of charge, if we can identify a manufacturer fault. Please call us on 0345 413 6210.