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Level 1: Joiner
Posts: 2
Registered: ‎18-04-2018
Accepted Solution

Refresh Insurance

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!

Posts: 114,427
Topics: 569
Solutions: 15,482
Registered: ‎04-04-2012

Re: Refresh Insurance

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?
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Posts: 114,427
Topics: 569
Solutions: 15,482
Registered: ‎04-04-2012

Re: Refresh Insurance

Help page here https://www.o2.co.uk/screenreplacement
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Anonymous
Posts: 0

Re: Refresh Insurance


@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!


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

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Posts: 97,250
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Registered: ‎14-01-2013

Re: Refresh Insurance

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

*The Game Is On*

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Posts: 83,313
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Registered: ‎04-01-2009

Re: Refresh Insurance

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. 

Former Staff
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Registered: ‎18-04-2018