Call free 0800 049 6250

There's something wrong with a product I bought online or over the phone

What to do if something's not working

If there's something wrong with your product, give us a call on 0870 111 6565^.

We'll let you know if you're eligible for a return, exchange or repair.

If you're eligible for a return
  • We'll talk to you about the best way to get your product back to us (usually by post).
  • If you have a faulty Pay as you go phone, we can't refund any unused top-up credit.
  • How to return your product by post.
If you're eligible for an exchange
  • We'll talk to you about the best way to get it back to us (usually by post).
  • If you exchange your item in store, your online or 'over the phone' offer may not be available.
  • If the product you bought isn't available, we may give a similar one of the same value.
  • How to exchange your product by post.
If you're eligible for a repair

Find out more about our repairs service on our repairs page.

Software update

Lots of common phone problems can be fixed with a simple software update which you can do yourself. Visit this page to see how.

^^Calls to this number may be free from a landline. Prices of calls from other providers may vary and from mobiles may cost significantly more. Calls may be recorded and/ or monitored. Visit this page for opening hours.



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