topic Re: Lost phone in Tech Support

Lost phone

BK7 — Thu, 10 Oct 2024 12:40:51 GMT

I lost my phone and the insurance company took them two days to send me that they require these two from you:

Proof of Barring - Document from Network Provider showing date device barred
Proof of Usage (Up until the incident date, based on the IMEI , not the SIM, issued by your network provider) **monthly bill not sufficient**

I tried for 30 minutes to contact anyone from the chat, but men... there is no such dumb service as yours. The best you can get is "scan this QR code to chat with us", how do I scan it since I don't have a phone, secondly , "call us?" How??

What a joke

So, please can you send me these two things so I can send them and get a phone quickly?

I don't want to waste two weeks without a phone waiting for them, waiting for you etc for a simple thing that says yes this is blocked or whatever...

Thanks

Re: Lost phone

gmarkj — Thu, 10 Oct 2024 13:01:02 GMT

Hi @BK7

We can't send you anything as this is a community of o2 customers.

You can use Skype to call o2 customer services on their 0800 number, or message on social media.

The numbers and links are in the guide below:

You also should report your phone and sim lost to o2 as well so they can lock them.

Re: Lost phone

BK7 — Thu, 10 Oct 2024 13:12:17 GMT

@gmarkj wrote:
Hi @BK7
We can't send you anything as this is a community of o2 customers.
You can use Skype to call o2 customer services on their 0800 number, or message on social media.

I know you can't send me anything, but I just want to know how can I contact o2.

For 2024 this is way above ridiculous. level.

"Or message on social media" = which one? I texted on X(I only have X), no answer...

Re: Lost phone

gmarkj — Thu, 10 Oct 2024 16:11:07 GMT

If you open the contact o2 guide, there are links to Facebook, X and Instagram so you can use any of them (but stick to one) @BK7

If you aren't getting replies, or it's been a while, drop another message saying any update or are you still there.

Re: Lost phone

BK7 — Thu, 10 Oct 2024 17:20:23 GMT

Yes, I am sticking to one - X. I got replies, but every 10-15 minutes. Now, in the past 2 hours, there has been no reply at all, and I am just waiting for a document that is only 3 sentences long. It has taken so long for someone to put it in a document with your logo (which is a template...) confirming what is done already and send it to me.

In 2024, people still have to deal with such services, and I am very disappointed. Literally, such things can be automated.

Reporting a lost phone should be simple: provide the IMEI, automatically block/bar the phone, the SIM, and that's it. You can even print/send this document if an insurance company requests it automatically.

But, obviously, it takes time...

I have been without a phone for three days, let's see how long it will take for two companies to sort out something so simple.

And people cry that AI will replace them...

Thanks for the reply, I will be fine.

Re: Lost phone

pgn — Thu, 10 Oct 2024 22:29:27 GMT

I find the envelope icon, a Direct Message, in X works best for O2, @BK7 - and you can nudge them privately if required. O2 recommend that in their X profile, a pinned message, too:

Good luck!

Re: Lost phone

BK7 — Wed, 16 Oct 2024 15:20:37 GMT

Can you explain to me this:

ProofofUsage (Rejected)

So, Barclays Insurance, also known as LikeWize, have a specific format for their proof of usage, or has O2 done a terrible job sending me something useless? Since the 8th, I have had no phone, and O2 cannot be contacted via webchat or any other means. On social media, it takes 1-2 days to get a response. When I send the insurance company documents, it always takes 2 working days to check them. This is ridiculous. To be fair, I think this case is discriminatory since I am sending something that O2 sent to me. I also forwarded the email, in case they think it's not coming from them. This is absolutely absurd and disgusting I don't know how you would react to this or deal with them, but I think the first step is to find out who is responsible on both sides, complain, and then maybe look for a legal solution. Here is the document O2 sent me, which apparently is not in the "format" they accept - whatever that means. How am I supposed to know what the format is, since this is something they requested and was sent to me by O2?

This is unbelievable.

Re: Lost phone

pgn — Wed, 16 Oct 2024 16:14:46 GMT

All that we can do is escalate to our Forum Manager for help, @BK7 - @Dave-O2 can you help? Standard POU forms do exist, O2 seems to have lost the ability to follow a standard format of late...

Re: Lost phone

BK7 — Wed, 16 Oct 2024 17:54:19 GMT

Yes, please do!

I am so disappointed right now and on top of that o2 in barely reachable...
Expecting mobile calls or whatsapp, great idea for the people who have no phones.

Re: Lost phone

Dave-O2 — Thu, 17 Oct 2024 11:30:10 GMT

Thanks for the tag @pgn

@BK7 Can you please drop me a PM with some more details and I'll get this checked out 👍

Re: Lost phone

Geegy91 — Wed, 22 Oct 2025 10:19:00 GMT

Hi @Dave-O2 - I am also having the same issues, Barclays tech pack insurance won’t accept the proof of usage the o2 shop gave me (a monthly bill) and the proof of usage that was requested by an online agent hasn’t come through yet. The insurance also want proof of global handset barring showing the IMEI but all o2 gave me was an email saying ‘barring complete’. I’m quite concerned this is going to cause a huge delay or rejection of the insurance claim, whereby my boyfriends phone was snatched during a mugging on the underground.
I can’t see how to send you a PM on here - please help!

Re: Lost phone

Geegy91 — Wed, 22 Oct 2025 10:20:16 GMT

Hi @Dave-O2 I am also having the same issues, Barclays tech pack insurance won’t accept the proof of usage the o2 shop gave me (a monthly bill) and the proof of usage that was requested by an online agent hasn’t come through yet. The insurance also want proof of global handset barring showing the IMEI but all o2 gave me was an email saying ‘barring complete’. I’m quite concerned this is going to cause a huge delay or rejection of the insurance claim, whereby my boyfriends phone was snatched during a mugging on the underground.
I can’t see how to send you a PM on here - please help!

Re: Lost phone

jonsie — Wed, 22 Oct 2025 10:39:44 GMT

Click on the name @Dave-O2

Then click on 'send message'

Re: Lost phone

Dave-O2 — Wed, 22 Oct 2025 12:23:59 GMT

Afternoon @Geegy91

As @jonsie has suggested, please drop me a PM with your details and i'll be back in touch as soon as i can.

Re: Lost phone

Oli1996 — Wed, 22 Oct 2025 13:37:53 GMT

Hi both

Thanks so much - I have sent you a PM this morning Dave @Dave-O2 , off this account, as it is my device in question (my girlfriend sent the initial reply).

thanks so much

Oliver

Re: Lost phone

Dave-O2 — Thu, 23 Oct 2025 08:47:10 GMT

Morning @Oli1996

Thanks for your message, i can confirm that this is in my inbox & i'll be back in touch as soon as i can 👍