Stole phone - disgraceful options from 02. Be warned.

[Anonymous]

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?!!!!!!

[perksie]

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.

[MI5]

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

[jonsie]

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.

[Liquid]

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!

[Anonymous]

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.

[perksie]

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

[adamtemp64]

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.

[Anonymous]

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.

[Liquid]

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.