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. 

[Stephanie-Hamp]

Hi Lisa, hoping you ca help me out with the same issue however i manage a business account. 2 weeks ago O2 decided to add an IMEI bar to 53 numbers on our account by mistake... they removed no long after but we still have user affected! There sims work just as mentioned above, have gone back and forth but still not resolved just still just advising IMEI bar was lifted and last step to replace devices!! Please can you help @O2Lisa 

[pgn]

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@Stephanie-Hamp wrote:

Hi Lisa, hoping you ca help me out with the same issue however i manage a business account. 2 weeks ago O2 decided to add an IMEI bar to 53 numbers on our account by mistake... they removed no long after but we still have user affected! There sims work just as mentioned above, have gone back and forth but still not resolved just still just advising IMEI bar was lifted and last step to replace devices!! Please can you help O2Lisa 

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@O2Sarah- is on at the moment, @Stephanie-Hamp - maybe she can help with the remaining affected Sims or phones. What a disaster for you, too, @Stephanie-Hamp 😱

[Stephanie-Hamp]

Thank you @pgn 🙂  Fingers crossed @O2Sarah- can help, giving me such a headache this mistake on O2's side. I've got a people in the business who cant work remotely and its key too

[O2Sarah-]

Thanks for the tag @pgn 

@Stephanie-Hamp I will send you a private message to see what we can do

[Craig099]

Hello Lisa,

     My lost phone has also been returned, couple of sums one from o2 and one from shop they say the barrs have been lifted but phone still won't work.Please could you help thanks Craig.

[Cleoriff]

@Craig099

Lisa is not on duty. You will need to wait until Monday when @O2Sarah- comes on duty at 8am. She will respond to this tag and send you a private message (PM) for more info.

Check your PM's by looking at the envelope icon top right hand side of page @Craig099  A PM will show with a red 1 inside it

Best of luck.

[Craig099]

Hello Phone working ok now thank you for your help.

[Jadelp19]

Hi I have a very similar problem and have had no luck going in store 3 times and speaking to customer services for 2 weeks. Please could you help? It’s very frustrating having a phone that won’t work properly and getting no where. Thank you in advance 

[pgn]

Frustrating when that happens, @Jadelp19 - I am tagging a Forum O2 Advisor, @O2Sarah- who should reach out to you after 8am for more details to help chase this up - keep a watch for a message here shortly, and good luck - bars can be a pain! Guide: O2 BARs 

[O2Sarah-]

Thanks for the tag @pgn 

@Jadelp19 I will send you a private message so we can look in to this