IMEI barred when phone lost. Now its been found O2 cannot reinstate my network on my phones handset

[FLW]

I hope someone can help. I called O2 on 08/01/22 as I had lost my phone and requested that the phone and IMEI be blocked to prevent fraudulent activity incase it was stolen. (I actually had to contact O2 3 times before the block was successfully placed on the handset) . The phone was then found and just after lunch on 08/01/22 I called O2 to request the blocks were lifted on both the IMEI for the handset and sim. I was advised this could take up to 24 hours to reactivate. On 09/01/22 I called O2 again as was still unable to make or receive calls. I was told the IMEI lift had not been requested. They apologised and again told me to wait 24 hours. A further 24 hours passed and yesterday I contacted O2 again....once again I was told that the IMEI had not been lifted from the back end. They apologised and advised they would give me a £10 good will gesture into my account for the inconvenience and send me a text once this was activated (I still can't receive texts so needless to say I haven't received anything!) They again stated that my phone would be in full working order within 24hrs. Fast forward 24 hours again and you guessed it.... My phone still does not work. They have today advised they can send a new sim (NB they have already sent a new sim following my initial request on 8th January and this arrived today but as I have explained to them several times now, my original sim is working perfectly fine as I have tried it in another handset and the sim block is definitely lifted as on other handsets the O2 network functions perfectly, it is the block on the IMEI phone handset device itself that is the problem and I cannot use my phone for the network provision I am paying for. I can connect to WhatsApp etc and all WiFi apps when in the house but I cannot make or receive calls through O2 network and cannot use my phone at all when I am away from home. When I have checked websites they all state whichever carrier placed the barrier on the device, only that same carrier can remove it so I am stuck with a phone that I cannot use away from home. Its been 4 days now and I am feeling my only option is to buy a new handset as none of the CS agents appear to be able to fix this issue for me. Has anyone experienced a similar issue or can anyone offer any advice on how I can get the IMEI barrier lifted as O2 are stating there are no restrictions showing on my account yet I am here with a phone that no longer works. 

[SamuelDalton]

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[SamuelDalton]

Good evening. A very similar issue.

On Friday an incorrect IEMI ban was placed on my current device, despite the request being for the device I recently lost. After a number of phone calls and Conversations on the online chat, I was told that the IEMI ban has been removed. 

However, since Friday and after 24 hours elapsing, I have still zero service. Even trying another O2 SIM card I have from when I purchased my new device, it shows up as no service. 

I have been informed that the ban has been removed, however I still have a device that cannot connect to either of my SIM cards. Since going through the troubleshoot methods of resetting my network settings, I cannot even connect to Wi-Fi calling and so have no means of phoning 202 for customer support. My only means of getting in touch is through the virtual assistant, which replies to the very large paragraphs I send saying everyone is busy and then ‘resolves’ the conversation, making me unsure if anyone is even going to see what I just wrote. 

The online assistant has said that if the troubleshoot method (which I have already done a number of times) doesn’t work, I could get a replacement SIM either by post or in branch, a method I suspect will not work as I have already tried another SIM to no avail, it seems clear the ban is still in effect on my phone regardless of what is seen on your side. 

Assistance would be greatly appreciated as I have had no service since Friday due to the mistake made, and I need this phone for work. 

[SamuelDalton]

@O2Lisa Tagging you because you seem to be the mastermind behind solving this issue 

[O2Lisa]

Morning @SamuelDalton, I’ll message you privately and look in to this for you 😊

[TNewsholme]

Hi @O2Lisa 

I am having a very similar problem. I lost my phone last sunday morning and reported to o2 who put an imei bar on the phone. I then located the phone on Sunday evening, and rang o2 CS straight away. They said they had lifted the bar and it would be sorted within 24 hours. 1 week and 5 phone calls to CS later and I am still without a working phone. I have been into an o2 shop who have given me a replacement sim. However this still isnt working. I am hoping you can help me as i don’t know what else to do!

thank you,

Tiegan Newsholme 

[Cleoriff]

@TNewsholme 

I really don't know why O2 assistants give people new sims. When O2 bar a 'lost' device they bar the sim and handset. A new sim won't work until the bar on the handset is lifted. I'll tag @O2Sarah-  for you as she is on duty on Monday morning.

[pgn]

And, @TNewsholme, the list of those bars is shown at the Guide link just below, so you can see what is done when you report a phone as lost or stolen - @Cleoriff is spot-on in the assessment above: unbelievable!

Guide: O2 BARs 

[TNewsholme]

Hi @Cleoriff 

Thank you for your reply. I have been into an o2 store today and they tried my sim in a different phone - it worked. So the bar is on the phone, not the sim card. Is there anything you can do to help? Or will I need to take it into an apple store?

Thanks,

Tiegan

[Cleoriff]

@TNewsholme 

I've tagged @O2Sarah- for you. She is on tomorrow from 8am. Hopefully she will be able to help with getting your handset unbarred. She will be sending you a private message to get your details and will go from there. Best of luck x