I think I've bought a new phone rather than swapped/upgraded.

[Elizabeth2138]

I've just had a new mobile delivered, but there's no return label for my old device and it looks like I may have 'bought' a new phone on a new contract rather than upgraded/swapped which is what I thought I'd done. Do I cancel the new contract and return the phone and start over again? Trying to sort out my account is frustrating and I'm getting really stressed out over it 😔

[Daniel0210]

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@Elizabeth2138 wrote:
I've just had a new mobile delivered, but there's no return label for my old device and it looks like I may have 'bought' a new phone on a new contract rather than upgraded/swapped which is what I thought I'd done. 

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@Elizabeth2138 

Check the packaging carefully. According to another customer who posted on here, the return label was on the inside of the packaging the new device arrived in but that it was quite small and could easily be missed. They then successfully used the label and the same packaging to return. 

[Lisa-P1987 · Accepted solution]

You can just call in and process the swap over the phone and they'll send packaging out. Even if you didn't initially do it right. 

Just get in touch asap. 150 from a sky mobile or landline.