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  • Question

    My Pay Monthly mobile is faulty within 28 days of purchase

    • Answer
    • If you think your mobile or sim may be faulty, try the following tips which may resolve your problem, or at the very least, identify the cause: 

      Check coverage
      If other O2 users in your area are experiencing similar difficulties but coverage is usually good, then it is likely that there is a network fault in your area. 

      To check coverage in your area, click on the 'Check Coverage' link below as this may help determine the cause of your problem.

      Check battery
      Make sure your battery shows a full charge. 

      If not, charge for at least two hours and then try to use your mobile again.

      Check sim
      Take your sim card out of the mobile, and clean it with a dry cloth. 

      Once replaced try to register your mobile onto a network other than O2. 

      After the error message has shown, register back to O2. 

      If you are still encountering the same difficulty, please try your sim in a different O2 mobile. 

      If the fault persists, it is likely that the sim is faulty, please let us know we will replace your sim free of charge within the first 12 months. 

      However if the problem ceases then it is most likely that your mobile is faulty.

       Now that you have identified your mobile is faulty, please see below for how to return to us:
      In the first 28 days: we’ll either give you a new one or your money back. (As long as you’ve got proof of purchase and all the original parts and packaging.) 

      After 28 days: you’ll need to take or send it back to the place where you bought it. We’ll get it fixed for you. You might have to pay in some cases (for example, if the product was damaged after you bought it), but we’ll let you know before we fix it 

      Purchased from a store
      You should then return your mobile to the actual store it was purchased from with your proof of purchase where your mobile will be replaced for you. 

      For details of your nearest store please click on the 'Store Locator' link below or call 0800 224 477 free from any UK fixed landline. This will direct you to your nearest store. 

      Purchased via telesales
      Please click on either the 'Email us' or 'Call us' link below and we will arrange a jiffy bag to be sent to you to return your mobile, following which we will replace your mobile for you. 

      Purchased online
      Please ring our returns number on 0844 847 0202 and they will advise you how to return the mobile. 

      For more information around our returns policy please click here.

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