Looking at sending my device back

[Em1lyB]

Due to difficult circumstances, i'm looking at sending my device back and hoping to get some of the value taken off then just paying the rest myself but want to know if i can do this without swapping it for another phone.

I've browsed the previously asked questions on here however not really found a definitive answer. I still have the 'send device back' button on my details page and have tried numerous times to get through to the customer support helpline however I either get stuck with the bot assistant or get told that the chat with an advisor is unavailable. 

[Em1lyB]

 

I'd like to add that they gave me an estimate however i'm confused on whether it's going to make me swap as it showed me the estimated value, remaining left to pay and cost to swap. Does this mean I have to swap or that i can simply send it back 

 

[daveNOS]

@Em1lyB You can't just send your device back to pay off all or part of the remaining balance, it can only be swapped and that would involve taking out a new contract for a new phone.