Waiting for return package.

[saint281]

Hi

I upgraded my phone a couple of weeks ago and part of the upgrade was to trade in my old phone, i'm still waiting for the return package for my old phone. I spoke to a chat bot that gave me an email address but that bounced back.

How can I request a return package please?

Thanks

[Debbie_G · Accepted solution]

Hi @saint281.

Welcome to the community.

When you trade in a phone, the returns pack will be delivered by Royal Mail, usually within 7 working days after you receive your upgrade.

If this time has now passed, please call us on 150 and the team will get this looked into for you. 

Debbie 🙂

[saint281]

Hi, Thank you.

Which option should I select as none of them seem to cover what I need to ask?

Thanks

[Peter_W]

Thanks @saint281.

When you initially call, it will direct you to our visual service via text, but you can bypass this by pressing two. 

From here just follow the options for mobile, and then it's our billing / customer care team that will be best equipped to help you get this checked out.

Peter