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New Phones!

Florentina33
Level 1: Joiner
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Hi there, 

I just received my phone after I claimed my insurance but I have some questions and problems with this "new" phone.

1. The phone in blocked, whenever I put a sim card inside , I cannot activate the phone because it's saying something like " The SIM card currently installed in this Iphone comes from an operator incompatible with the current activation policy assigned by the activation server."

We tried different SIM cards from 2 different mobile operative but none is working.

2. The phone is used , besides that the soundbar is full of dust, the battery health is down to 70%...

I don't know what to do... any opinions?

Thanks a lot!

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MI5
Level 94: Supreme
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Registered:

@Florentina33 

You need to contact O2 immediately and reject the phone.

The phone is locked to a different network and has clearly not been refurbished as it should be.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

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MI5
Level 94: Supreme
  • 122245 Posts
  • 609 Topics
  • 18982 Solutions
Registered:

@Florentina33 

You need to contact O2 immediately and reject the phone.

The phone is locked to a different network and has clearly not been refurbished as it should be.
All numbers are in this guide Guide: Coronavirus Community Help and Support 
When you call, you will be asked for the reason you are calling.
Stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.
8.00am is the best time to call if you can.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)

View solution in original post

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Florentina33
Level 1: Joiner
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Registered:

Hi again,

So we tried to unblock my phone from my O2 Account, we put the IMEI and my SIM phone number. Now we just received this message :

Dear Florentina
 
Thank you for your unlatching request for IMEI xxxxxxxxxxxx. The
mobile number that you provided is 073*****574.
 
I'm sorry, we have not been able to unlatch your device at this time.
The reason given is:
 
This is not an O2 device, it will not be possible for us to provide an
unlatching code.
 
Thank you,
 
O2 Customer Service
Message 3 of 4
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MI5
Level 94: Supreme
  • 122245 Posts
  • 609 Topics
  • 18982 Solutions
Registered:

@Florentina33 

See my answer above.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 4 of 4
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