So my phone an Xperia 1 IV has stopped recognising my sim. I have put the sim in another phone and it works fine so it's not the sim and I have tried other sims in my phone and none work so there is definitely an issue with the phone.
I rang 202 and said I needed to make an insurance claim and this is how it went.
Person 1 - Insurance team: Sorry not sure why you've been put through to me need to speak to customer service first
Person 2 - CS team: Ah yeah we need to ask you questions I'll just transfer you
Person 3 - CS team: Ah I don't know the questions I'll pass you on
Person 4 - CS team: asks all questions and transfers me back to insurance team
Person 5 - Insurance team: Ah they've not put any notes on the system I'll need to speak to them then I'll talk to you, proceeds to put me on hold and then transfers me back to CS without speaking to me again
Person 6 - CS team: asks me all the questions again then puts me on hold to talk to CS, hangs up on me
Person 6 - Calls me back to put me on hold again, eventually speaks to me again to tell me that CS can't find details of the phone, and also that I have an existing claim (I don't), then puts me on hold again to talk to retentions, to then tell me that there is no record of my phone and I need to make the claim through My O2 (which is currently unavailable) then hangs up on me.
This took just over 90 minutes and 6 different people and I made 0 progress, it shouldn't be this hard to report a simple malfunction and organise a repair.
What do I do now?
