@Theworst Good morning, let's take a look at this for you. Tell me, when you initially placed the order were you logged into My3 and following the upgrade journey from there or did you go straight to the online shop? The reason I ask is, the journey must be followed through My3 for the order to count as an upgrade rather than a new connection. Talk me through the steps you took. Regarding the order that you've received, it's best to return this to our warehouse where it can be assessed and then the new connection will be cancelled down once all is well with the phone. Pop us a PM with a photo of your receipt from the post office when you get it and we'll look after it for you 👍