What to do?
 

My Android phone, a Sony Xperia L, has been playing up so I called Virgin who advised doing a factory reset and see if that helps things. They said if not then it was likely a hardware issue. Here's the thing though:

I asked if it was a hardware issue, would I able to upgrade my phone early with no penalty. They didn't know, said they would ask and then put me on hold. Five minutes later, they hung up on me without answering. I called back and got a different person, they also didn't know and again got cut off after being on hold 5 minutes later.

If it is a hardware issue, what are my legal rights? Can I demand a replacement phone for remainder of contract, demand to be allowed to upgrade early without penalty, or send back for repair and go without a phone for God knows how long?

So far, the phone is working but just want to know where I stand should the issue come back again.

Re: What to do?
 

Hey :)

Sorry to hear your phones playing up :(

If it can't be fixed over the phone then the phone would need to go in for diagnostics.

No early upgrade or replacement* I'm afraid. It's in the Ts & Cs that a phone not working will be repaired by the repair centre under manufacturers warranty FOC unless something has voided warrant in which case there would be a charge.

*A replacement may be given if the repair centre can't repair the phone they will swap it for the same make and model unless out of stock. If out of stock a selection of same level handsets are offered.

A repair only really takes 4 days. Day 1 you send it, day 2 it's received and logged, inspected day 3, repaired, re-posted, day 4 received by you. The only thing that would day this is post or out of stock if exchange needed.