topic Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it! in Tech Support

Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

RandomHuman — Fri, 03 Oct 2025 03:52:01 GMT

Hi all,

My iPhone 11 was blacklisted back in Feb 2023 when I reported it stolen. It was recovered by the British Transport Police about 5 months later, but I only got it back recently. When I tried to use it again no SIM card worked in the phone. I later found out it was blacklisted.

Since then I’ve spoken to O2 agents several times and get different answers. Some say there’s no bar, but every check I’ve run with services like CheckMEND and DoctorSIM shows it’s blacklisted and was submitted by O2 in Feb 2023. During the last call, while asking them to check the actual blacklist database, I weirdly got an email saying a bar had been applied to my IMEI instead of removed.

The last agent said they couldn’t see what previous agents had done or if an escalation was even raised. During my initial calls to O2 I was told I’d be contacted to provide further information but I’ve had to chase O2 every time. The phone is still blocked and unusable.

Has anyone managed to get O2 to actually remove a blacklist after recovery, and how did you do it?

Blacklist report attached to explain issues I’m facing with the phone. (personal details removed).

Any help or advice would be greatly appreciated. I feel like I’m getting nowhere explaining this to the agents on the phone.

Thanks!

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

MI5 — Fri, 03 Oct 2025 07:17:06 GMT

@RandomHuman

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)

Usually gets a better response.

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

Enlli — Fri, 03 Oct 2025 12:31:21 GMT

@MI5 As I discovered yesterday after posting those links no longer work.

@Dave-O2

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

jonsie — Fri, 03 Oct 2025 12:43:42 GMT

I've had to alter my signature so that the link works

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

MI5 — Fri, 03 Oct 2025 13:53:58 GMT

More improvements 🙄

Really beginning to wonder why we bother !

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

RandomHuman — Sun, 05 Oct 2025 17:12:08 GMT

Thanks, I'll try my luck. Very doubtful it will help solve my issue since O2 haven't been able to sort it.

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

MI5 — Sun, 05 Oct 2025 17:36:39 GMT

@RandomHuman

Working links here

https://www.o2.co.uk/abouto2/social-media

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

pgn — Sun, 05 Oct 2025 18:16:51 GMT

@MI5 wrote:
@RandomHuman
Working links here
https://www.o2.co.uk/abouto2/social-media

Well, not the X link, or the Snapchat one, or the YouTube one... So really only two, at most three links that "work" for customers getting stuff that's broken with their O2 setup (possibly) fixed...

As explained in the Forum -

Contacting O2 on Social Media:

We are active across all the main Social channels and you can get help from us on each of these:

We can help with all queries from general support, Priority help to account specific queries about your tariff or bill – nothing is too much trouble for our Social teams who are available from 7am till 10pm.

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

MI5 — Sun, 05 Oct 2025 18:45:44 GMT

🙄Working links for FB and Insta to correct the broken links.

All others are valid links but not for support.

Apologies for not being explicit @RandomHuman

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

RandomHuman — Mon, 06 Oct 2025 08:41:47 GMT

Thank you! I only use instagram anyways. I sent them a DM yesterday. So will have to wait and see what happens now.

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

RandomHuman — Mon, 06 Oct 2025 19:35:36 GMT

Quick update, all sorted now! Appreciate the tip about reaching out on social media, can’t believe that’s what finally sorted it 😂 thanks a ton to everyone who helped!

Re: Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

MI5 — Mon, 06 Oct 2025 19:41:02 GMT

You're welcome @RandomHuman