My phone camera (XR) isn’t working since March

[Almudena]

Hi there,
My phone camera started working weirdly since December. I went to an O2 store who advised to reset it so I did but it hasn’t resolved the problem, then lockdown arrived and I’ve been without the phone camera since March which is quite terrible because I work with my phone and because I’m
also paying for this upgrade (so monthly instalments for a phone that doesn’t fully work as Internet connection is also poor sometimes).
I’ve tried to connect to customer service for months now and went to a store since the reopening but they told me I can only resolve online through customer service (who I don’t seem to get through to).
I’m going in circles now for month, really upset and in despair as I DO REALLY NEED A CAMERA for work.
Any advice on how to cut though and get my problem finally resolved?! I’m desperate.
Thanks in advance,
Almudena

[Cleoriff]

@Almudena 

Returns and repairs policy is here

https://www.o2.co.uk/help/phones-sims-and-devices/our-faults-and-repairs-policy 

All numbers to contact O2 are in this guide Guide: Coronavirus Community Help and Support 

Try 0800 977 7337

Best time to call is 8am in the morning

[Almudena]

Actually I’ve just managed to get to a page where I’ve filled out a form to book a repair (have needed to click on the troubleshooting button first).
Seems that I’m finally getting some traction!
Thanks a mil for help
🙏🏻
Have a nice evening!

[bigdavie88]

If your phone is under a year old you can take it to the apple store for a repair. You just book an appointment using your apple ID. If its a warranty fault they will fix it for free.

With o2 repairs you need to send your phone to the repair centre but if you go to apple you can get it fixed same day.

If the camera has been damaged it will be a chargeable repair with o2 or apple.

[MI5]

@Almudena 

https://www.apple.com/uk/retail/geniusbar/