topic Re: How to block IMEI number on stolen phone in My O2

How to block IMEI number on stolen phone

Matt71 — Tue, 12 Aug 2025 08:41:54 GMT

My niece has her phone stolen on holiday in Greece earlier today. It's a second hand iPhone with O2 pay monthly SIM, I think the phone was purchased either online or from a friend, and may not have been an O2 phone originally.

I've managed to get the O2 SIM barred once the help desk opened at 8am and a replacement is due in a few days, but they said because the phone wasn't bought directly from O2, they are unable/won't block the IMEI number.

Apple say they cannot block IMEI, only the carrier can do that.

What can we try next to block this? Any advice appreciated as Ive never lost a phone abroad before, and want to do all we can to stop them possibly using the Apple Pay or anything else.

Re: How to block IMEI number on stolen phone

Enlli — Tue, 12 Aug 2025 09:02:00 GMT

Some advice from Apple re stolen phones

Have a read through there are things you can do to protect yourself from unauthorized access

https://support.apple.com/en-gb/120340

Re: How to block IMEI number on stolen phone

MI5 — Tue, 12 Aug 2025 09:10:13 GMT

@Matt71

Complete rubbish from O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Twitter (X) (https://o2uk.co/O2CTW)

Re: How to block IMEI number on stolen phone

Matt71 — Tue, 12 Aug 2025 12:28:28 GMT

Thank you for your comment, I followed it up on the X link first, but apparently they can't handle such requests on X now, so I tried the Facebook link instead, and they have now put an IMEI bar on the phone, and said the original assistant should have been able to do that for me.

🙂

Re: How to block IMEI number on stolen phone

MI5 — Tue, 12 Aug 2025 12:39:01 GMT

Good outcome @Matt71

Still a strange initial response as it's the same social media team across both platforms.

Re: How to block IMEI number on stolen phone

jonsie — Tue, 12 Aug 2025 12:40:37 GMT

@MI5 wrote:
Good outcome @Matt71
Still a strange initial response as it's the same social media team across both platforms.

Plain old apathy....

Re: How to block IMEI number on stolen phone

MI5 — Tue, 12 Aug 2025 12:42:52 GMT

Beyond belief these days @jonsie

Re: How to block IMEI number on stolen phone

Enlli — Tue, 12 Aug 2025 13:02:02 GMT

I'm out at the moment so difficult to search the forum but there was a post from @Dave-O2 regarding X support

Re: How to block IMEI number on stolen phone

madasaf1sh — Tue, 12 Aug 2025 13:04:40 GMT

Cant find owt from Dave, but X is down for both o2 and Virgin, saying due to platform restrictions...

Probably someone hasnt paid the bill, lol

Re: How to block IMEI number on stolen phone

MI5 — Tue, 12 Aug 2025 13:10:52 GMT

@Enlli wrote:
I'm out at the moment so difficult to search the forum but there was a post from @Dave-O2 regarding X support

That was Insta, I think?

Re: How to block IMEI number on stolen phone

pgn — Tue, 12 Aug 2025 14:49:41 GMT

Just the X one, @MI5 - the Insta issue was access to the equivalent of Direct Message vs public "wall", depending on whether you use Insta app or browser to access Insta.

Dave confirmed the modification of the O2-specific linktr.ee url reference to clear X links out is one item in the list to be changed.

No idea why, but I can guess it may be cost-related 🤪

Re: How to block IMEI number on stolen phone

Dave-O2 — Tue, 12 Aug 2025 15:40:02 GMT

Afternoon @madasaf1sh

You cand find some further context HERE 👍

Re: How to block IMEI number on stolen phone

madasaf1sh — Tue, 12 Aug 2025 18:13:46 GMT

No offence but that is not context it is just states what we already know..

Re: How to block IMEI number on stolen phone

dogma — Fri, 15 Aug 2025 12:34:29 GMT

I just wanted to add - I am having the exactly same problem with O2 customer services, they flat out refuse to blacklist / record my device stolen and say Apple should do this. Apple then turned around to me and stated this is the responsibility of the network carrier. I called O2 customer services back, and they initially told me to talk to Apple, then said in the system/screen as I did not buy it through O2 they cannot do anything for me. I have a crime reference number, reported (just now) on the Immobilise site as stolen too and am totally stuck as my insurance company will not accept the claim without proof of barring. O2 will only provide me with Proof of Usage.

I will take the advice in the posts about getting in contact with their Facebook/X teams then, many thanks for the advice.

My suspicion/guess that this is happening is I noticed on the O2 website they have done an overhaul to this part of the system and I wonder if its either bugged or partially removed from customer service as they try to move it onto the MyO2 app as an enhanced feature potentially?

Re: How to block IMEI number on stolen phone

MI5 — Fri, 15 Aug 2025 14:52:51 GMT

@dogma

It's just useless offshore customer services that we have to endure these days.

Re: How to block IMEI number on stolen phone

Oxonian — Sat, 16 Aug 2025 11:56:44 GMT

If you @dogma have not made progress with the social media team by say next Tuesday, I suggest that you message @Dave-O2 to see if it is something that he can assist with. 👍

Re: How to block IMEI number on stolen phone

dogma — Sat, 16 Aug 2025 12:42:06 GMT

Thankyou! Am still waiting for a response from this will keep you updated on Tuesday. Most appreciated.

Re: How to block IMEI number on stolen phone

Oxonian — Sat, 16 Aug 2025 16:14:38 GMT

Do fire a reminder or two to the social media team @dogma ; getting them to engage with you can be somewhat hit and miss, but they are usually helpful once you have their engagement ! 👍