Return Pay Monthly device, cancel contract

[LB87]

Hi,

I was wondering if someone can help.

I have an order arriving from o2, and need to cancel the new contract withing the 14 day returns policy and send the device back when it is delivered.

Can someone advise do I need to contact customer services - Number to call please.

Will the paperwork that arrives advise return address, or does anyone know the returns address = belive it is Norwich.

With the return, as most are on lockdown and not at work, if sent back via royal mail, if I sent it back next day, when would o2 cancel my contract agreement as I would not want to miss the 14 day cooling off period.

Thanks.

[MI5]

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[jonsie]

Info here but it appears that Royal Mail have been told to put a hold on parcels as the returns centre is closed

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[LB87]

Ok thanks, so does that mean that the 14 days might be missed, or as it would show on the tracking that the phone was delivered into the royal mail network within this time that the 14 days would still be valid?

Sorry I am unable to locate the returns address?

Thanks.

[MI5 · Accepted solution]

Personally I wouldn't send anything right now.
Call o2 to register your intent and take advice from them.
https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

[Bambino]

@LB87 You'll have a better chance of getting through if you call when they open at 8 am. Less time to wait on hold probably too.

[Saijai]

It says on O2 website that returns and delivery are still working. So not sure where the information came from that the centres are closed.

[Cleoriff]

@Saijai 

In fairness and during this crisis, the website is unchanged. I suspect they are finding it very difficult to deal with anything other than the day to day issues, with depleted staffing levels.