Faulty phone - cancel contract

[LB1986]

I have a second line phone for my mum , 9months old. It’s now not working, past 3 weeks it’s been freezing, lagging and a blank screen. I am really annoyed at this now as the phone is now not able to use. How do I cancel my contract as I am not paying for something can not use?
I have tried booking in for repair but this is going to take months due to covid-19 and mum needs a working phone urgently!

[Bambino]

@LB1986 You'll still have to pay for the remaining months on your contract.

https://community.o2.co.uk/t5/How-to-Guides/Cancelling-your-contract-An-updated-guide/ba-p/1234852

[LB1986]

I don’t see why I should when the phone is faulty and can’t use the tariff or airtime? I am paying for no service this way which is wrong?

[Bambino]

@LB1986 If you don't pay what you owe, O2 will just put a marker on your credit rating, which will prevent you getting credit for anything, and they'll pass your file to a debt collection agency. If your phone is faulty, you can get it fixed. 

https://community.o2.co.uk/t5/Other-Products-and-Services/Coronavirus-Covid-19-Community-Help-and-Su...

Guide: Coronavirus Community Help and Support 

[TallTrees]

Hello @LB1986 

Very sorry to hear your Mother has not been able to use the phone.

Can only say that you would need to contact Customer Services

which takes ages. Try to call very early 08.00am

However, the phone won't be able to be fixed in these very difficult

times.

Could you manage to get a cheap phone on a PAYGO ?

Until you get o2 to sort things out.

Hope things get better for you soon

Lots of best wishes TallTrees

[jonsie]

What model phone does she have as there are various things to try first.

[MI5]

You can put the SIM in any phone to use the tariff and O2 only supply phones, they don't make them, so yes, you still have to pay.

[LB1986]

Hi thanks for your message
I have tried and finally got through and is going to be repair but obvs with situation it’s going to take months.

I don’t see why I should pay more to get a pay and go sim unless 02 are going to refund me. It’s under 12 months old so phone should still be working
There customer service was poor and didn’t seem to care that mum had no way of contacting me through this time we are going through

[LB1986]

I didn’t see they make phones - I am not stupid an that comment is irrelevant! My issue is I am paying for a service I am not being provided with as it’s broken!

[MI5]

Your SIM is not broken so you can still use the service.
Get as uppety as you like but you still got to pay.