Upgraded early but haven’t received return envelope yet

[Hannahjp]

I recently upgraded my phone early and paid the £200 upgrade fee, I have received the new phone I upgraded to, I’ve had it for maybe over 2 weeks now, but I never received the envelope to return other phone, not with the new phone or separately. Just wondering if I should keep waiting? I don’t want to get into trouble, they haven’t tried to contact me either

[Chris_B]

@Hannahjp   Was a trade in part of this ?    You paid a fee to pay off your old contract term and if a trade in wasn’t apart of the deal then the old device is yours as you paid the old contract in full. 

[Hannahjp]

Hi thanks for your reply, yes the phone was supposed to be traded as I upgraded early in the contract and was not paid fully yet, the £200 fee was for upgrading early I think so I definitely am supposed to send it back, just haven’t heard anything or received the envelope they said they’re sending 🙂

[Katie_B]

Hi @Hannahjp.

I would recommend giving us a call and our customer care team will be able to confirm if your device needs to be sent back. 

If it does, the team can send another returns pack to you. 

Katie 🙂