Refresh Insurance

[red1986]

HI im wondering if someone can give some advice - when i went into O2 to discuss the refresh option, they said it included 1 free screen replacement as standard.

Ive smashed my screen and just called customer service - they said as i picked the cinema ticket option and not mobile phone insurance i cant get this.

Two things....1 i cant rmember at any stage ever being asked to chose either of these as an option - i would def of chosen insurance as i never go to the cinema, i thought the tickets were one of the O2 rewards things

and 2. ive searched my T&C's but was the guys in the shop lying about 1 replacement being included on the refresh package?

Any advice owuld be appreciated!

[MI5 Level 94: Supreme]

You should of had both. It wasn’t a choice of either/or.
The free screen replacement appears as a bolt on in your MyO2 so look in there to see if you had it.

What phone did you get and when?

[MI5 Level 94: Supreme]

Help page here https://www.o2.co.uk/screenreplacement

[Anonymous]

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@red1986 wrote:

HI im wondering if someone can give some advice - when i went into O2 to discuss the refresh option, they said it included 1 free screen replacement as standard.

Ive smashed my screen and just called customer service - they said as i picked the cinema ticket option and not mobile phone insurance i cant get this.

Two things....1 i cant rmember at any stage ever being asked to chose either of these as an option - i would def of chosen insurance as i never go to the cinema, i thought the tickets were one of the O2 rewards things

and 2. ive searched my T&C's but was the guys in the shop lying about 1 replacement being included on the refresh package?

Any advice owuld be appreciated!

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Hi, please be aware that free screen replacement is only available with some tariffs, for example, when had this offer, it was only available on tariffs 25 and 50Gb, changing tariff or selecting anything bellow that will remove or not entitle you to the free screen replacement bolt on

[Cleoriff Level 94: Supreme]

It was available on the S9, S9+ and iPhone X as shown in the link given above...

[jonsie Level 94: Supreme]

I'm not sure of the issue here it's showing as a bolt on in My O2 you are entitled. My understanding is that the phone was covered for free screen replacement for one time only.