I’ve sent my phone off for trade-in, but I haven’t heard anything

We’ll let you know as soon as we receive your phone – this can take up to five working days.   

If it’s been longer than that since you sent it, chat to us online.

Upgrades & changing plan

My plan’s coming to an end. What happens next?
Can I get an upgrade?
What's a Flexi-upgrade and how do I get one?
How do I reactivate mobile data on my smartwatch after an upgrade?
How do I cancel an upgrade?
How does the Buy-Back Price Guarantee work? 
I’d like to add another plan to my account
I haven’t received my trade-in pack
I’ve sent my phone off for trade-in, but I haven’t heard anything
Can I trade in my phone?
Why was my phone rejected for trade-in after I sent it in?
What happens to my Extras, insurance, benefits and discounts when I upgrade?