O2 iphone contract

recovering_spendaholic

I have an O2 ipone 3 contract due for upgrade on 5 September this year. A couple of weeks ago I lost the iphone when on a night out - it was probably stolen but I am not sure how I lost it - I just noticed it wasn't in my bag at the end of the night when I went to phone a taxi.

I claimed on the insurance (Geek squad) and they won't pay out because they say it is negligent loss. I've appealed and still nothing.

I just spoke to O2 and they will only let me upgrade early if I buy out the contract - £225 and pay that amount upfront now and then my new contract will be £15 a month more for the same minutes etc, but with an iphone 4.

I am really annoyed with their attitude and also with the insurance but it is totally doing my head in using an old phone after having the iphone. I have decided that I am not going to stay with O2 after the contract ends now, but if I rang and said I wanted to pay the £225 and leave them now, do you think they would then offer me any kind of retention deal? I REALLY don't want to pay the £225 because I feel that the insurance should have paid out plus Ihave been with O2 for 10 years and have both my daughters on contract with them also (which I pay) - so I have three O2 accounts in total.

Any advice? - other than be careful with my phone when I'm out and don't use Geek squad insurance!

Wintermute

The problem is you've got two completely seperate contracts. You have the contract with the Geek Squad for insurance of your handset, which is the contract that's creating the issue then you have a completely seperate contract with O2 for your use of the O2 network, this is the contract you're trying to get out of because of an issue with a company that has nothing to do with O2.

O2 are very unlikely to waive the termination fees just because you "really don't want to" pay them, you've already agreed to pay that amount by entering into the contract with them and O2 have not done anything wrong here. You've lost your handset and Geek Squad, who have nothing to do with O2 is refusing to cover it so there's no reason O2 should have to be out of pocket by waiving termination fees or allowing you to upgrade early free of charge as you still have use of their services.

My advise would be to keep on at Geek Squad, if your appeal is declined try and escalate matters. I'm guessing you've been taking your phones out via CPW if you're insured by Geek Squad? If so maybe a letter of complaint to them mentioning how you've been doing all your upgrades or whatever through them, but you'll be taking your business elsewhere although as the insurance company who actually deals with the claims isn't part of CPW they might not hold too much sway.

BRSurvivor

Check to see if you're covered for the loss of your phone on your home insurance - I was. Did you describe the phone to them as lost or stolen?

What's your current monthly tariff with O2? I'm not sure why you would have to pay £15 a month extra for the same minutes with an iPhone 4? There is no iPhone 4 contract, just an iPhone contract.

Lastly, if you get no luck with your insurance, you could by a new 3GS, take really good care of it and sell it on in 5/6 months and get a iPhone 4GS or 5.

Wintermute

BRSurvivor wrote: »

What's your current monthly tariff with O2? I'm not sure why you would have to pay £15 a month extra for the same minutes with an iPhone 4? There is no iPhone 4 contract, just an iPhone contract.

To get the iPhone 4 for free as an upgrade with O2 you need to be spending at least £45 so my guess is they're on a £30 tariff.

BRSurvivor

Wintermute wrote: »

To get the iPhone 4 for free as an upgrade with O2 you need to be spending at least £45 so my guess is they're on a £30 tariff.

Yes, but the OP said it was £15 more a month to get the same minutes. On a £30 iPhone tariff he'll be getting, what, 300 minutes or 100 minutes if on 18 month contract. The price only goes up for the same minutes if you change from 24 to 18 month contract - but then it's only £5 more.

MissKeith

Was your phone ever unattended in a public place? That's the main exclusion from the policy. As long as you were with the phone at all times and reported it to the network within 24 hours and the police within 48 hours I don't see a reason why they shouldn't be paying out. I would call them up and ask for the appeals process.Make sure you are crystal clear with what happened.

Buzby

Everything hinges on how you describe the initial loss or damage. Inattetion, negligence and water are the kiss of death for most (but not all) policies. The more you pay, the less draconian they can be, but you only get a refurm handset, not a new replacement (unless you pay the top amount and get a new for old policy).

BRSurvivor

Buzby wrote: »

Everything hinges on how you describe the initial loss or damage. Inattetion, negligence and water are the kiss of death for most (but not all) policies. The more you pay, the less draconian they can be, but you only get a refurm handset, not a new replacement (unless you pay the top amount and get a new for old policy).

I'm insured with Tesco home insurance. I lost my iPhone 3G, which was over 2 years old, and was handed a cheque to buy a brand new iPhone 3GS minus my £100 excess.