Forum Discussion

sh4wda's avatar
sh4wda
Just joined
23 days ago

O2 and Virgin Mobile unwilling to repair my phone

I got my iPhone 14 Pro Deep Purple phone from Virgin Mobile date 4th January 2023 according to my contract - which was Early Bird, a contract I got specifically because the ability to upgrade early. The phone stopped working properly in October 2024. I told Apple first - they said they only have a warranty period of one year but Virgin and O2 should have a period of up to 2-3 years and my phone should be fixed free of charge due to it being a phone defect. There was no place for me to log into my Virgin Mobile so I reached out to O2. When I contacted them I was repeatedly told the phone is out of warranty and they cannot do anything about it and that I will be charged full price to repair it. My contract was taken out in January 2023 and I raised my issue in October 2024 - well within a two year warranty period. I need my contract to be honoured. Both Virgin Mobile and O2 are acting like it is not their problem. I've not been able to use my phone since October and have been paying for a phone contract that I haven't even been able to use. This is terrible! I am seriously considering switching service providers once this issue is resolved.

iphone14pro
negligent
nosupport
o2
poorser
repair
  • Martin_N's avatar
    Martin_N
    Forum Team
    22 days ago

    Hi sh4wda,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about the issue you had with your iPhone. 

    Warranty on Apple products are only for 12 months as this is what Apple provides for their products. 

    I'm sorry to hear that Apple provided you with incorrect information regarding cover warranty for ourselves. As they provide the warranty they would know that it ends after 12 months. As Apple warranty can also be used directly through Apple and so if it was in warranty they would have been able to assist in store. 

    ^Martin

  • Buffer6's avatar
    Buffer6
    Legend
    23 days ago

    It sounds like you're feeling frustrated—and understandably so. It's truly upsetting to encounter such difficulty in resolving an issue that seems to be within the terms of your agreement.

    If your iPhone 14 Pro was part of Virgin Mobile's Early Bird contract and you raised the issue within two years, you’re right to expect warranty coverage under consumer protection laws. UK law typically requires companies to repair or replace faulty goods within six years of purchase if the defect is inherent. It's worth pointing this out to Virgin Mobile and O2.

    Here’s what you can try:

    1. Reach out again and escalate: Ask to speak to a supervisor or manager. Explain your case clearly, emphasizing consumer protection regulations and your contractual agreement.
    2. Contact Virgin Mobile: Since your contract began with Virgin Mobile, they are primarily responsible for resolving this, even if O2 is managing their mobile services now.
    3. Put it in writing: Send a formal letter of complaint. Include all relevant details—purchase date, contract terms, correspondence history—and state your expected resolution.
    4. Contact a consumer protection organization: For UK residents, contacting Citizens Advice or Ofcom might provide helpful guidance. They can advise on the steps to take or mediate in disputes like this.
    5. Consider further action: If you don’t get a satisfactory resolution, you might explore legal options, such as a small claims court. But hopefully, it won’t come to that!