Hi, I hope someone can help me, I purchased a Galaxy Note 9 when it was released and unfortunately just before lockdown in March my phone got damaged and the screen was cracked. I claimed on the insurance and received a replacement handset but have noticed now that this handset has a number of differences to the original, most noticably the replacemt is LTE and not 4g like the first one and also every time I switch on the phone I get a notification saying 'New Service Provider' and when I select it it says 'To use your new service providers apps you will need to factory reset your device'. The device has been factory reset several times now to try and fix this but nothing seems to work. Have I been sent an older or refurbished model of the handset? as I know LTE is not 4G and does not get near the speeds and also what can I do in order to get this issue rectified as am unable to contact CS due to lockdown they are only dealing with serious issues. Could someone please let me know how I can go about getting in touch with O2 and the insurance via email at least so the issue can be logged even if it can't be dealt with straigh away as the phone works but I feel like i've been downgraded through no fault of my own and would like a handset comparable to the one I originally purchased.
Thank you
Steve.
ZIPpY
