System Performance and Updates
iPhone won't update to the latest iOS
What "latest iOS" means
Apple's latest iOS depends on your iPhone model. If your phone supports the newest version, you'll find it in Settings → General → Software Update. Older models update to the highest iOS version they support — not always the current one. iPhones typically receive iOS updates for around 6–7 years after release, though this varies by model.
Quick fixes (try in order)
Plug into power, connect to Wi-Fi, and confirm you have enough free storage (at least 2–3GB)
Go to Settings → General → Software Update and try again
If it still won't go through, update via a computer:
Mac: Connect your iPhone → open Finder → select your iPhone in the sidebar → General → Check for Update
Windows: Use the Apple Devices app or iTunes → connect your iPhone → Check for Update
Normal after an update
Battery drain, slower performance, and a warm phone are normal for a day or two after a major iOS update. The phone reindexes files and updates apps in the background — it settles down on its own.
Device is frozen / screen won't respond
Force restart your iPhone
iPhone 8 or later: Press and release Volume Up → press and release Volume Down → hold the Side button until the Apple logo appears
iPhone 7 / 7 Plus: Hold Side button + Volume Down together until the Apple logo appears
iPhone 6s, SE (1st gen), or older: Hold Home button + Side/Top button together until the Apple logo appears
iPhone not recognised by Finder, iTunes, or Apple Devices app
Run these checks first
Try a different USB cable — it must support data transfer, not just charging
Try a different USB port, and a different computer if one is available
Check the charging port for debris — the cable should sit flush when plugged in
When you connect, check your iPhone screen for a "Trust This Computer?" prompt and tap Trust — the connection won't work without this
Update your computer (macOS or Windows) and update iTunes or the Apple Devices app
VPN and security apps can block the connection — temporarily disable them and test again
Signing out of iCloud before a return
This step is required — we can't process a return if Find My / Activation Lock is still active.
Activation Lock stays on until you sign out of your Apple Account or erase the device. If your return arrives with iCloud still active, we won't be able to process it.
Signing out on the device
Settings → your name → Sign Out → enter your Apple ID password → Sign Out
If prompted, choose whether to keep a copy of iCloud data on the device (either option is fine — we wipe all data on receipt).
Recommended before any return: factory reset
Settings → General → Transfer or Reset iPhone → Erase All Content and Settings
This removes your Apple Account, turns off Find My, and wipes the device in one step. It also removes the need for separate sign-out steps.
If you no longer have access to the phone
Sign in to iCloud.com, go to Find My, select the device, and choose Remove from Account. This clears Activation Lock remotely.
If you can't remove iCloud due to a screen fault or broken display, contact us before returning and we'll advise on the right steps. Email [email protected] or call 01902 256 300.
Other things to do before returning
Remove your SIM card
Back up your data (we erase all devices on receipt and can't be responsible for data loss)
Include your charger and cable — we need these to rule out charging equipment as the cause of any fault, and we can't process a return without them
Visit our help page or go to thebigphonestore.co.uk/returns to start your return.
My phone hasn't arrived yet
Start with your tracking link — we send it by email as soon as your order ships.
Check your inbox for the dispatch confirmation email
Check your spam or junk folder (it ends up there more often than you'd expect)
Search your email for "The Big Phone Store", "dispatch", or "tracking"
If you still can't find it, contact us with your order number and we'll resend the tracking details straight away.
Email [email protected], call 01902 256 300, or WhatsApp 07708 883000.
I want to ship to a different address than my billing address
This is useful if you're buying a phone as a gift, or purchasing for someone who doesn't live at your address.
At checkout, enter your shipping address separately in Step 2 of the purchase form, then select Pay by Bank as your payment method. This allows us to process and dispatch securely to your chosen address.