Return pack not received after Trade in contract

[mba768]

Hi, I upgraded my phone on 21st August and opted to get a monthly discount on the contract by trading my old phone in. After 10 days no return pack had been received although the new phone arrived within 1 day.

How long does it take for them to turn stuff round ? 

 I don’t want to run out of time to send back the old phone.

Thanks.

[Michael_D · Accepted solution]

Hi @mba768 

Welcome to the community.

The trade-in pack would usually follow aa few days after the phone, but if you've not received anything yet I would recommend giving our customer service guides a call.

They'll will be able to check the trade-in on your account to make sure it has been recorded correctly and make sure the pack is sent to you.

Don't worry about running out of time, there is a period before any charges are applied and you'd receive reminders before any action is taken.

Michael