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

FLW
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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. 

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pgn
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@Drakan21 wrote:

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


@Drakan21 - Jonathan was one of the Forum Advisors, a service that was closed in July. You will have to persist with O2 via 202 or Social Media at the link just below. Good luck.

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Rachelb10
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 @O2Lisa

 

can you please help me I am having a similar issue and been waiting a month for a reply from o2 fraud team but phoned up yesterday and they said phone will work in 24hour and a £10 credit, no credit and phone still not working phones up at half 9 yesterday morning 

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Rachelb10
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 @O2Jonathan or @O2Ryan Help please 

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pgn
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@Rachelb10 wrote:

 O2Jonathan or O2Ryan Help please 

Those individuals were O2 Forum Advisors, a service that was closed by O2 in July, @Rachelb10 - no more advisors on here for now.

You will have to persist with either O2 CS on 202 or via O2 Social Media as in the link just below. If calling 202, best time is around 08:10am. Good luck!

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Rachelb10
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Thanks no problem will keep trying other ways I can’t phone them due to phone not working the online chat can’t help and the shop can’t so hopefully one of the social media platforms can 

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pgn
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@Rachelb10 Other contact number here, but not free:

Customer Service Number Charges

From your O2 mobile202Free
From a landline0344 809 0202Standard UK rate

Also there is a specific Payment management number - 0800 902 0217 and a CS number 0800 032 1402 - this Guide: A Guide to Skype might help you get through to the free-call number if you have no other phone. 

Good luck.

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Oxonian
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@Rachelb10 

 

it is quite possible that the fraud team cannot tell you anything if their investigation is ongoing. Both criminal law and money laundering regulations can prevent them from telling anyone what is going on. The scale of some of the scams with folks impersonating O2 has been widely covered on BBC TV and in the national press recently and does give an idea of the possible complexity of a fraud investigation. 

 

Nevertheless, if your issue has been ongoing for over a month, I suggest that you consider a complaint :-

 

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

 

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

 

I suggest that you focus your complaint on the total lack of communications and broken promises.

 

Please keep us updated on developments. 

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DH01
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Hello , this has happened to me as well

can you please help me?

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pgn
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Those O2Name individuals were O2 Forum Advisors, a service that was closed by O2 in July, @DH01 - no more advisors on here for now.

You will have to persist with either O2 CS on 202 or via O2 Social Media as in the link just below. If calling 202, best time is around 08:10am.

Other contact number here, but not free:

Customer Service Number Charges

From your O2 mobile202Free
From a landline0344 809 0202Standard UK rate

Also there is a specific Payment management number - 0800 902 0217 and a CS number 0800 032 1402 - this Guide: A Guide to Skype might help you get through to the free-call number if you have no other phone. All of this info is in the posts above. Good luck!

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