topic Re: Stole phone - disgraceful options from 02. Be warned. in Discussions & Feedback

Stole phone - disgraceful options from 02. Be warned.

Anonymous — Sun, 13 Jan 2013 14:47:24 GMT

Having your phone stolen (iPhone5) is bad enough, but when you learn that you cannot replace your phone without signing up for a NEW contract, the whole episode is made even more painful.

Yes, you still have to keep your existing contract. You have to run 2 contracts at the same time - or pay an early termination fee to end your existing contract. In my case this would be £600, one customer service rep has told me (the other one said she couldn't tell me and I'd have to go through to renewels!). So, let's say it is £600, it would be that, plus the full cost of a new phone, plus the cost of a new contract! Absolutely ridiculous!

I have been a loyal customer for over 15 years. I am completely stunned that I am unable to simply BUY a new phone to replace one that has been stolen.

All this because I didn't take out THEIR insurance. Funny that. If I HAD taken out their insurance, magically they would have replaced my phone with no other outrageous obligations.

What's even worse is that 02 also don't realise that this disgusting approach from customer service leaves me in a position to leave them and go to a new provider. How short sighted is THAT?!!!!!!

Re: Stole phone - disgraceful options from 02. Be warned.

perksie — Sun, 13 Jan 2013 14:51:51 GMT

Did you expect a new phone free of charge, if you didn't have it insured that's hardly the problem of O2?

You could have used any mobile insurance company, you don't have to use O2.

You can easily get another phone to use for your contract.

Re: Stole phone - disgraceful options from 02. Be warned.

MI5 — Sun, 13 Jan 2013 15:11:07 GMT

I'm so glad I don't have to deal with the general public on a regular basis

Re: Stole phone - disgraceful options from 02. Be warned.

jonsie — Sun, 13 Jan 2013 15:40:20 GMT

There's nothing stopping you buying another phone and simply carrying on with your present contract. I don't understand your expectations here. Your phone and your responsibility. The same thing if you have your car or anything else stolen, the company you have your insurance with pays, not the seller of the item.

Re: Stole phone - disgraceful options from 02. Be warned.

Liquid — Sun, 13 Jan 2013 15:53:44 GMT

Want to play a game? It's one of my favourites.

It's called, lets drink stuff you find under the sink.

You go first!

Re: Stole phone - disgraceful options from 02. Be warned.

Anonymous — Sun, 13 Jan 2013 16:04:30 GMT

I think you've missed the point. I'm not complaining about having to buy a new phone to replace my stolen one. I am complaining that O2 will only sell a new one to me if I buy an additional contract. They will not sell me a new iPhone 5 to replace my stolen one unless I buy a neew (second) contract and they will not cancel my existing contract. So they expect me to run and pay for 2 contracts whilst only being able to use 1 of them!

I do have separate insurance for the phone, but this will only cover buying a replacment phone - not the addtional cost of having to pay for a second contract.

Re: Stole phone - disgraceful options from 02. Be warned.

perksie — Sun, 13 Jan 2013 16:06:02 GMT

If you have insurance surely you can buy one from anywhere?

Re: Stole phone - disgraceful options from 02. Be warned.

adamtemp64 — Sun, 13 Jan 2013 16:07:23 GMT

Buy direct from apple using the insurance o2 will send a replacement sim to use on existing contract.

O2 do not sell sim free and the 5 may not be available on payg with o2.

Bonus of buying from apple it will be unlocked for any network.

Re: Stole phone - disgraceful options from 02. Be warned.

Anonymous — Sun, 13 Jan 2013 16:07:25 GMT

Unfortunately I cannot simply buy a new phone for my contract -that would be fine for me. This is the whole point of my complaint. I have to buy a new phone trariff contract to get a new phone - and still have to pay for my existing contract.

Re: Stole phone - disgraceful options from 02. Be warned.

Liquid — Sun, 13 Jan 2013 16:09:24 GMT

I think I did miss the point. Your insurance company should allow you to buy one through apple which will be locked to O2. I'm fairly sure O2 are selling sim free.

Why not buy a PAYG iPhone 5 from O2?

Thought the point of insurance was for them to sort it out.

tRe: Stole phone - disgraceful options from 02. Be warned.

Anonymous — Sun, 13 Jan 2013 16:11:30 GMT

Thanks for this suggestion - are you saying that I could use my 02 sim in the Apple phone? If so, that's what I'll do 🙂

Re: tRe: Stole phone - disgraceful options from 02. Be warned.

perksie — Sun, 13 Jan 2013 16:12:32 GMT

@Anonymous wrote:
Thanks for this suggestion - are you saying that I could use my 02 sim in the Apple phone? If so, that's what I'll do 🙂

Any phone you like.

Re: tRe: Stole phone - disgraceful options from 02. Be warned.

adamtemp64 — Sun, 13 Jan 2013 16:12:33 GMT

Yes you just by from apple sim free and put your replacement sim in all on your old contract.

Re: Stole phone - disgraceful options from 02. Be warned.

Liquid — Sun, 13 Jan 2013 16:12:50 GMT

Indeed you can:)

Buy yourself an unlocked one while your at it:)

Re: Stole phone - disgraceful options from 02. Be warned.

Anonymous — Sun, 13 Jan 2013 16:15:02 GMT

Yep, that's what I'll do, thanks to advice from Adamtemp6.

Pretty awful service from O2 though.

Re: Stole phone - disgraceful options from 02. Be warned.

jonsie — Sun, 13 Jan 2013 16:16:04 GMT

That was hard work:smileyhappy:

Re: Stole phone - disgraceful options from 02. Be warned.

Bambino — Sun, 13 Jan 2013 16:55:59 GMT

You do not have to take out a second contract if your phone has been stolen. If your insurance will pay for a new phone, you can buy one sim free from Apple and O2 will supply you with a new sim card on your existing contract.

And now that I've written that I see that it has already been explained.

Re: Stole phone - disgraceful options from 02. Be warned.

MI5 — Sun, 13 Jan 2013 17:32:52 GMT

More dentistry