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. 

[NC98]

  @O2Lisa @O2Jonathan. Can someone please help me. The carrier has mistakenly placed my device on a blacklist. I have had no service for 4 days now. Phone was purchased brand new in March and functioning fine until Sunday. Apple have informed that the IMEI has been blacklisted (bills are paid, phone is not lost or stolen) O2 have been going round in circles, form submitted yesterday and told to wait 24 hours but nothing. Could someone please get in touch to resolve this issue, I would really appreciate this.

[gmarkj]

The advisor on duty this morning is @O2Ryan .

Can you please get in touch with @NC98 to see if you can help?

[O2Ryan]

Thanks for the tag, ill send a private message over now.

[NC98]

Posting again as at my wits end with the situation. For a bit of background the iPhone 14 pro was purchased in March by affordable mobiles as a brand new phone. Was working fine up until Sunday when I lost all service (calls, texts, data) I brought the phone to apple on Tuesday who advised the IMEI had been blacklisted. I assume this has been done by mistake as I did not report the phone as lost or stolen and had been working fine until now. On Tuesday an o2 advisor advised they submitted a form to lift the blacklist and to wait 24 hours. Waited 24 hours and nothing, used checkmend and IMEI still blacklisted. Called Wednesday and was advised they would submit another form and to wait 24 hours.. no surprises the phone still did not work.

I called again on Friday 23rd and was advised that 7 forms have been submitted and that they were not lifting the blacklist. Brought the issue back to affordable mobiles who have advised they wont take the phone back due to it being a network issue. O2 will not provide a replacement. I am paying each month for a phone that is not fit for purpose.

I can’t understand why this is not being lifted. Is there a manger or someone who can escalate this issue?

[pgn]

No managers from O2 on here, but we have O2 Advisors, the next best thing 😉

Tagging @O2Jonathan for you - he's on until 6pm, hopefully can get you at least an answer if not moving again, @NC98 - keep an eye on your Private Messages here as he asks for info to follow up for you. Good luck!

[O2Jonathan]

@pgn thank you for the tag, I will private message you now @NC98.

[pgn]

@NC98 - if you wish to escalate a complaint: https://www.o2.co.uk/how-to-complain

As a suggestion, if you get a PAYG SIM from another provider, will that give you another avenue to pursue, temporarily anyway? Obviously moving your number will mean paying off your phone balance with O2, but nothing stopping you from using a different company's SIM and number to see if the issue remains (if the handset IMEI has been blocked, I suspect you will be contacting the new SIM's parent for help, which might be more responsive than O2 are currently.

Then your issue becomes one of O2 clearing blocks on your O2 account, once the IMEI is removed from the blacklist by the other company.

Surprised at AffordableMobiles, too, tbh - usually very helpful. Good luck.

[NC98]

Hi @pgn, thanks for the suggestion,

With regards to getting a PAYG sim, only the carrier that put the block on the IMEI can lift it, so I would need this to be done by o2 first before I could think of switching. Nightmare! 

[pgn]

Good advice in here, @NC98 - https://community.o2.co.uk/t5/New-to-O2/Blacklisted-IMEI-number/m-p/1619683/highlight/true#M546

Hassle O2 on Social Media too, links just below.

[Drakan21]

Hi Jonathan,

Sorry to reach out directly, I am having the same issue with an iPhone 15 Pro being blocked, I'm 5 days in now with the loop of being told wait 24 -48 hours, is there anything you can do please?

Kind Regards

Liam