Lost money and protecting on my iPhone thanks to 02

[Anonymous]

So I got got an upgrade in July 2021 for 3 years of an iPhone 12 Pro Max while I had this phone. I had a lot of signal problems and data problems and I couldn’t even ring emergency services If I needed too.  I complain that many times to O2 finally spoke to someone from the CRT team I ended up getting Sim swaps didn’t work so In April 2023 CRT decided to replace my device and I told them what do I do with my AppleCare? I already had on the device and I was told don’t worry it would automatically transfer to the replacement phone because it’s like Apple they replace the phone and everything is transferred as it’s not a new contract, so I took the information from that advicer and now it’s November 2024 I take my phone to Apple cause I have a problem with my battery and they are stating that my phone is not insured by AppleCare because O2 didn’t transfer anything and I should’ve rang Apple I only went with what the advisor told me in 2023 as you do and £11.99 a month for 20 months I’ve lost out on my phone being protected and also £239 Apple has refused to refund me or transfer the device on my AppleCare even known it’s still getting paid and I want to say why O2 has done this and since Apple is not refunding me I want O2 to pay this because they had told me false information now what do I do? I would like someone to contact me from O2 from the CRT team or higher up. This is not right. I’m now on a sim only deal because it’s too expensive for a new upgrade or a new phone as you gotta pay for the device as well as  airtime. Can o2 help me on this

[MI5]

@Anonymous 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X)  (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[madasaf1sh]

@Anonymous 

First off Apple Care has nothing to do with o2, it is a Apple product sold by Apple and it is your responsibility to transfer Apple Care and not the retailer of then device,  it only transfers over if you get a replacement device direct from Apple using Apple Care..

Apple know the rules so sounds like they wanted you out of the store, and talked BS to you...

You will be in a you say they say, so unless you have proof from 18mths ago...

You need to raise this with Apple via https://support.apple.com as there is nothing o2 can do to help you sorry to say..

No one from o2 will contact you from this CUSTOMER TO CUSTOMER community, and o2 will not refund you not sure why they should, as the agent probably thought you meant the o2 insurance,..

You should always when taking out insurance products read the terms and conditions, of that product..  As I said speak to Apple...

[MI5]

If you had apple care in the first place you should have used it rather than going to O2.

[jonsie]

Seems to me that you had a free replacement phone and now want another

If you want to speak to someone from CRT you need to go through a formal complaint process

You got lucky getting a replacement phone after two years

Maybe bite the bullet and do what other customers have to do when they want to upgrade

[Anonymous]

I had reported it to o2 from the first week I had it. Crazy but I didn’t get a free phone as I had to pay for device and plan separate but giving false information by CRT about it would be transferred over they they told me it wouldn’t I would have stopped paying and added it on the replacement. 

[Anonymous]

I was complaining about the signal network I would never get internet so they kept giving me sim swaps and in the end it was them that told me to send the phone so they can sent a replacement. Explains why I didn’t take it to Apple 

[jonsie]

[MI5]

I guess they didn't get the answer they wanted 🤔