We’d like to remind Forumites to please avoid political debate on the Forum.

This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.

📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

o2 and iPhone insurance hassle

Hi folks,

I'm having a problem with o2 trying to riggle out of repairing my iPhone and it's giving me a nasty headache.

basicly around wednesday, I noticed that my iPhone lost all access to Wi-Fi (basicly the settings for wifi are grayed out and have 'No Wi-Fi' in it.

after doing a restore, thinking maybe that would solve the problem, it didn't do anything.

so I contacted o2 via e-mail to arrange for it to be repaired (or replaced, whatever they plan to do), well first off they told me that the insurance I had didn't cover my iPhone (£7.50 bolt on from previous phone) well no one told me it wasn't the right one, so I phoned them up and they admitted this was not my fault.

they then told me that they wouldn't cover my iPhone because it's software related, even though this is clearly a hardware issue (restore surely would have cleared up this problem?)

well the only thing they could offer me was an early upgrade of either another iPhone with another 18 month contract.

is there anything else I can do?

Comments

  • Jon_01
    Jon_01 Posts: 5,919 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Take it to an Apple store (book a slot at the genius bar), in all odds they'll give you a replacement referb...
  • Jon_01 wrote: »
    Take it to an Apple store (book a slot at the genius bar), in all odds they'll give you a replacement referb...

    I spoke with apple on the phone and they said it would cost £146 because it's out of warrenty.
  • Jon_01
    Jon_01 Posts: 5,919 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    You could take it in and get them to run their diagnostic on it, that would show if its hardware or software that's the problem. If it's hw they could print off the report which you could then send to O2 to prove your point ?
  • Jon_01 wrote: »
    You could take it in and get them to run their diagnostic on it, that would show if its hardware or software that's the problem. If it's hw they could print off the report which you could then send to O2 to prove your point ?

    just spoke with o2, and they have stated that this fault isn't covered by the insurance, we even got a reference number from apple so o2 could contact them and they refused to contact apple.

    apple confirmed it's not software related, and I can't see why o2 are refusing, I thought insurance was to cover faulty equiptment :eek:

    I can't see any way of resolving this, i'd rather sell the iphone on ebay as faulty then shell out money to have it repaired (at a last resort)
  • Jon_01
    Jon_01 Posts: 5,919 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    O2 Exec office would be the next port of call, I think the address below is correct. They have no phone number (that I can find) and only deal with letters.
    I'd add to any correspondence that you'll be contacting the regulator if they can't resolve the matter for you (OFCOM).

    o2 Complaints Review
    PO Box 116
    Leeds
    LS11 5DS

    (if that address isn't right, I'm sure someone will correct me!).
  • Fire_Fox
    Fire_Fox Posts: 26,026 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    tjhilder wrote: »
    so I contacted o2 via e-mail to arrange for it to be repaired (or replaced, whatever they plan to do), well first off they told me that the insurance I had didn't cover my iPhone (£7.50 bolt on from previous phone) well no one told me it wasn't the right one, so I phoned them up and they admitted this was not my fault.

    apple confirmed it's not software related, and I can't see why o2 are refusing, I thought insurance was to cover faulty equiptment :eek:

    I can't see any way of resolving this, i'd rather sell the iphone on ebay as faulty then shell out money to have it repaired (at a last resort)

    When you take out insurance you usually have to provide the insurer with the brand, model and IMEI number. Your policy should have these detailed, have you read it? Insurance does NOT usually cover wear and tear, insurance covers theft and/ or loss and/ or accidental damage. If you wanted an extended warranty you needed to pay for Apple Care. You should read the terms and conditions on all your insurance policies.

    Have Apple confirmed the fault is not software related in writing? This is what Jon01 suggested.
    Declutterbug-in-progress.⭐️⭐️⭐️ ⭐️⭐️
  • iwanttosave_2
    iwanttosave_2 Posts: 34,292 Forumite
    10,000 Posts Combo Breaker
    You would need a beyond economical report saying it is out of warranty before the insurance team will look at it.
    Work like you don't need money,
    Love like you've never been hurt,
    And dance like no one's watching
    Save the cheerleader, save the world!
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 352.1K Banking & Borrowing
  • 253.5K Reduce Debt & Boost Income
  • 454.2K Spending & Discounts
  • 245.1K Work, Benefits & Business
  • 600.7K Mortgages, Homes & Bills
  • 177.5K Life & Family
  • 258.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.