topic Re: Removing a bar in Other Products and Services

Removing a bar

Gingerproph — Wed, 03 Aug 2022 09:44:13 GMT

Because I lost my phone, 02 put a bar on it. But since I found my phone they said they would remove the bar, but that was a week ago and I was still a bar on my phone. I can't contact them to remove it. I've been to the O2 shop and they've tried to remove it. But there's still a bar on my phone and I can't phone

or pay wallet pay so it's frustrating is there any way I can remove the bar myself? Or what is the answer?

Re: Removing a bar

TallTrees — Wed, 03 Aug 2022 09:54:10 GMT

Hi there @Gingerproph

Painful that is but hey welcome to the O2 Community Forum !

Now can you use Skype? (guide to skype below)

to contact O2 or here

Social Media Teams
If this helps and it works for you the
Social Media Teams will be on hand just
send them a message
https://o2uk.co/O2CFB
https://o2uk.co/O2CTW
https://o2uk.co/O2CIG
O2 Facebook
O2 Twitter
O2 Instagram

Re: Removing a bar

Cleoriff — Wed, 03 Aug 2022 09:58:01 GMT

@Gingerproph

I'll ask one of our account advisors @O2Lisa to help you. Stay with this thread as @O2Lisa will send you a private message. It will be in the envelope icon, top right of page.

Re: Removing a bar

O2Lisa — Wed, 03 Aug 2022 10:40:09 GMT

Morning all, thanks for the tag @Cleoriff

@Gingerproph I'll message you privately and look into this for you.

Re: Removing a bar

EKW — Tue, 12 Mar 2024 21:56:52 GMT

Hello, I am also having this issue. My phone was stolen and a bar placed on my sim. I bought a new phone with sim. Each person I speak to removes the bar, I even asked one advisor to send me a text to my partner's phone to prove the bar has been lifted. Then in 'my o2' it says all the bars are still on and i can't remove them. I wait and wait the bar never comes off. So I call again... the bars are still on, they say they have removed them... same again, the cycle continues. Tomorrow I will call again and end my contract with o2 if nothing has changed. Really wish someone could help me.

Re: Removing a bar

MI5 — Tue, 12 Mar 2024 22:00:49 GMT

@EKW

No one here can help anymore, sorry.

Keep trying O2.

Re: Removing a bar

jonsie — Tue, 12 Mar 2024 22:04:45 GMT

O2's systems update at midnight so fingers crosssed for you

I'll tag our community manager @Dave-O2 to see if he can possibly assist in the morning if the bars are still in place @EKW

Re: Removing a bar

Bambino — Tue, 12 Mar 2024 22:06:13 GMT

@EKW If you cancel your contract you will have to pay off the remainder whether they've cleared the bar for you or not, so I would persevere with customer service if there's time still left on your contract.

Cancelling your contract - An updated guide - O2 Community

Re: Removing a bar

EKW — Tue, 12 Mar 2024 22:11:34 GMT

@Bambino @Dave-O2 @jonsie I know I will have to pay off the device to close the account but I am so desperate to have a phone that I am prepared to do this. I have been in store every day, I have been on the phone for over an hour every day since my phone was stolen. Each day I don't have my number working I am potentially losing work as someone who is self employed. Customer service say to go in store, in store say to call customer service. The bar remains on my phone. What else can I do? Many Thanks

Re: Removing a bar

jonsie — Tue, 12 Mar 2024 22:14:32 GMT

Wait till morning and a possible private message from our community manager

Maybe it will be sorted at midnight but no guarantees with customer service these days

Re: Removing a bar

EKW — Tue, 12 Mar 2024 23:20:07 GMT

Thank you for your advice. Do you think I would have any issues after requesting a PAC number and that then working with a new network? Thank you

Re: Removing a bar

Bambino — Tue, 12 Mar 2024 23:22:29 GMT

@EKW If your number is currently barred I doubt O2 will authorise a PAC for it.

Re: Removing a bar

Dave-O2 — Wed, 13 Mar 2024 09:27:00 GMT

Thanks for the tag @jonsie

@EKW Can you please drop me a PM with your mobile number and i'll take a closer look 👍

Re: Removing a bar

EKW — Wed, 13 Mar 2024 12:34:45 GMT

Just an update to give everyone hope! @Dave-O2 was so helpful and resolved my issue where no one else could in-store or on customer services. Thank you so much !!!

Re: Removing a bar

Afroditi — Sat, 13 Apr 2024 12:01:20 GMT

Hi please I need urgent help. Please. Someone stole my device last Tuesday and O2 putted a both way bar on the sim that they try to remove but they can't. I have a child in Glasgow that I cannot reach as I had her number in the stolen device plus I don't have access to any app because I had my number as verification. Please if someone helps me because I need to find my chd and also my bussines will collapse. Please😢

Re: Removing a bar

jonsie — Sat, 13 Apr 2024 12:17:24 GMT

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this
or give them a call on 202 or 0344 809 0202

Re: Removing a bar

bar_victim — Sun, 21 Apr 2024 19:01:54 GMT

Ok, I am in an identical situation now, and if I had read all the bar drama in the community forum, I would have never requested them to place a bar in the same place. It seems that majority of o2 employees do not know how to remove a bar once they are placed, and a serious internal training session is required.

So I've got my handset stolen. I called the O2 and asked them to place bars, and they placed the usual bars. I went to the shop to get a new SIM card, and asked the person there to remove the bar. He said it would take 24h. 24h later, nothing happened so I called the customer service and the person there told me that the employee at the shop made a mistake so my account was now "stuck" at the bar removal process, but she put a new request and they would be removed now, and 24 h later, the bars remain. I suspect that this would be iterated ad infinitum if @Dave-O2 does not help me and resolves the situation as he did for you. So Dave, may I kindly ask you to please help me? I am not able to use online banking and in a pretty bad spot... Thank you.

Re: Removing a bar

Oxonian — Sun, 21 Apr 2024 19:55:38 GMT

@bar_victim

Whilst you are waiting for @Dave-O2 to respond to you, this might prove informative :-

Re: Removing a bar

bar_victim — Sun, 21 Apr 2024 22:31:12 GMT

Thank you @Oxonian. I spoke with the customer service again, this time via chat from My O2 app. There are four bars on my account (not all of them are listed in the guide you have linked): (i) Incoming Calls; (ii) Incoming SMS; (iii) Data; (iv) Both ways. The guy I chat with told me that he cannot remove the bars either as he is getting an "error message".

He escalated the issue to a team called the "resolution team", and told me that it may take up to five working days for the issue to be resolved. I find five days to be quite an unreasonable time for removing several bars, and not being able to receive SMS affecting my life very adversely at the moment. For instance, I cannot access my online banking to transfer some money from my savings account to my current account, so when I pay the next bill to O2 (in a couple of days), I will go into overdraft. I cannot pay the bill online either, as my cards have online security enabled, and I need to type the SMS code to make online payments.

So I will wait to see whether Dave is able help with it and whether it looks like the situation could be resolved tomorrow. If not, I will get the PAC and move to another provider Tuesday (I am out of contract so I can do that with minimal cost).

Re: Removing a bar

Dave-O2 — Mon, 22 Apr 2024 09:52:23 GMT

Thanks @Oxonian

@bar_victim I can confirm that I have your PM and I'll be in touch as soon as I can 👍