Sending old device

[Michelle271]

I upgraded my phone the other day and received my new one in the post, but wasn't given anything to send my old phone back? 

[Katie_B]

Good Morning @Michelle271. 

Thanks for coming to the community. 

Since your post on Saturday, have you received your returns pack?

Katie 🙂

[Michelle271]

Hi Katie, 

No I haven't yet received my returns pack. I'm assuming there's a delay with Covid. I just don't want to get charged or get cut off for not sending my old device back in time. 

[Katie_B]

Good Afternoon @Michelle271.

Your returns parcel will be on its way to you.

Due to the ongoing issues around Coronavirus we are changing the period that customers have to return their devices. This is due to certain vulnerable customers being unable to get to the Post Office to post their phone back to us.

Because of this, we will not be debiting customers for the non-return of their devices during the lockdown period.

We still expect customers to return their devices to us but only as soon as they reasonably can.

Once the government guidelines around non-essential travel change we will contact all customers with an outstanding trade-in order to return their device to us and we will debit them if they fail to return their device after that point.

Katie 🙂