topic Re: Samsung Galaxy Note7 - Update from O2 in Welcome & News

Samsung Galaxy Note7 - Update from O2

Chris_K — Mon, 20 Feb 2017 10:48:35 GMT

27th February 2017 Update

Hi Everyone. This week we will be posting letters out to any customers who have not yet made arrangements with us to return their Samsung Note7 devices. If for any reason you misplace or do not receive it for whatever reason, here's a copy:

We’ll soon block the Note7 from our network. It’s important that you get in touch today and we’ll get you back on track with a new device.

We’ll make switching to a different device simple, and give you £100 off the upfront cost. Or, if you prefer, we’ll cancel your Airtime Plan. Either way, we’ll cancel and refund your Device Plan.

Is your Samsung Note7 insured with us? We’ll also cancel your policy and refund your premium.

Simply back up your Note7, turn it off and call our hotline 0344 809 0202 or 202 free from an O2 mobile. Need a hand backing it up? Chat to an O2 Guru online.

For more details, visit http://o2.uk/Note7Update.

If you’ve already called us, please ignore this letter.

30th January 2017 Update

Hello everyone,

Samsung have notified us of their plans to release a new mandatory software update that will limit Note 7 devices to a 0% charge, effectively eliminating its ability to function as a mobile device. This software update is expected to be pushed out tomorrow, 31^st January, so if you are still using this device (which we don't recommend for your safety) please take any necessary steps to back up any important data while you can.

Why are you doing this?
To be transparent and clear, this is Samsung’s decision and is European-wide. This is a further step in Samsung looking to retrieve as many devices as possible so as to ensure customer safety.

I'm still using my Note 7 - what now?
Once your device downloads the mandatory update it will cease to charge. We understand the inconvenience this may cause and we want to make transitioning to another device as easy as possible. If you are affected by this, please contact us as soon as is convenient on 0344 809 0202. We will also be in touch in the coming days by email and letter with more details, including how to change to another device and return your Note 7 to us if not yet done so.

I've already returned my Note 7 - what does this mean to me?
If you've already returned your Note 7 to us, there's nothing further you need to do. If you're in this position, we anticipate you'll already have switched to an alternative device. If this isn’t the case though, we’d recommend you speak to us as soon as you’re able to on 0344 809 0202.

Re: Samsung Galaxy Note7 - Update from O2

jonsie — Fri, 02 Sep 2016 11:01:16 GMT

Oh shucks and thankfully I didn't purchase on release day here. The phone has been withdrawn from Samsung stores here but still available from the likes of Tuk Com and others.

Re: Samsung Galaxy Note7 - Update from O2

Cleoriff — Fri, 02 Sep 2016 11:15:38 GMT

Thanks for the update. One good thing ...Samsung aren't hiding behind excuses (Or denying a problem exists).

As discussed here http://community.o2.co.uk/t5/Off-topic/Galaxy-Note-7-Charger-Problems/m-p/994959#U994959

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 14:28:48 GMT

Hi, i have my note 7 on pre-order however my order status is still saying "in progress". Does this mean i will still be receiving my phone within the week time frame stated or will i now not receive it?

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Tue, 06 Sep 2016 21:12:11 GMT

No, you won't be getting it within a week.

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 14:58:30 GMT

I'm assuming we'll be offered a full refund if a replacement or temporary device isn't available in a timely manner? If a refund is the only option, what will we have to do with the bundled Gear VR?

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Fri, 02 Sep 2016 15:02:47 GMT

You will have the option to wait or cancel, that's entirely your choice.
We will have to wait for o2 to tell us how they are going to deal with the VR's though.

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 15:11:53 GMT

Yet according to o2 customer service last night i should be getting my note 7 within a few days..... porky pies maybe?

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 15:21:53 GMT

I have my Note 7 - pre-ordered and picked up on Tuesday - and am loving it. Guess I should get it replaced to be on the safe side, but I hope that I can swap one for the other and not be without either... Swap out at an O2 store?

Am taking minor precautions - was only using the Samsung charger anyway, but not charging unattended or overnight. But so far it isn't showing any signs of excessive warmth - my old Note 4 used to run hotter... Fingers crossed!

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Tue, 06 Sep 2016 21:12:33 GMT

There are no replacement phones available as yet.

If you choose to keep using your phone just be very careful. but the Samsung advice is to not do so until they understand the serial numbers affected by the issue.
@Anonymous Samsung have recalled all UK stock so unless yours was already with the courier I guess it won't be coming to you next week.

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 15:35:09 GMT

Yes, was aware of the 2 months indicative timing and will be careful! It would be good if there was an indication of serial numbers that are at particular risk although I assume that Samsung is still looking to replace all currently shipped devices to be safe?

Shame that the battery is no longer removable 😞

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Fri, 02 Sep 2016 15:39:00 GMT

I'm sure they will make an announcement once they are confident of the facts.
Until then we can only guess and wait.

Re: Samsung Galaxy Note7 - Update from O2

Glory1 — Fri, 02 Sep 2016 15:40:22 GMT

Thanks for the info tho I'm not happy to hear it will be 2 minths before we will get our hands on the Note 7. At this rate it will be near my original upgrade date before I have my new phone. However, better safe than sorry - with my luck I'd get the dodgy phone!

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 17:23:42 GMT

Thats a real shame, i paid up the remaining balance of £300 on my s6 edge plus when i got paid and thought thats ok i can recycle this one for £240 and replenish my bank account. i need to recycle this phone now and try and find something else to use until they sort everything out. I really hope its quicker than they state.

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Fri, 02 Sep 2016 17:55:40 GMT

Yeah it's really unfortunate.......

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 18:58:15 GMT

Ok so now im really confused. O2 CS just told me the note 7 is back in stock and will be delivered to me within 2 weeks at the latest. What the hell is going on, will i wait 2 weeks then be disapointed? Who knows..

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Fri, 02 Sep 2016 19:00:13 GMT

Live chat?

Re: Samsung Galaxy Note7 - Update from O2

Cleoriff — Fri, 02 Sep 2016 19:11:46 GMT

@MI5 wrote:
Live chat?

Good grief....

Re: Samsung Galaxy Note7 - Update from O2

Anonymous — Fri, 02 Sep 2016 19:16:32 GMT

Nope not live chat, actual customer service. I have not had good times with live chat in the past lol

Re: Samsung Galaxy Note7 - Update from O2

MI5 — Fri, 02 Sep 2016 19:18:25 GMT

Well I hope they are correct and I'm sure they wouldn't have been told to say anything to stop customers cancelling