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. 

[Al_009]

Hi O2Sarah 

I have exactly the same problem as the owner of this post. I have called o2 so many times now they keep filling out this form and saying wait 24 hours but every time nothing happens. In the end I had to ask them to file a complait but still havent heard from o2. Then I searched in google and came across this post and o2 community. Could you help with this issue and get my phone working again? I bought the phone brand new from apple several years ago and it is still in great condition but I am unable to use it.

[pgn]

---

@Al_009 wrote:

Hi O2Sarah 

I have exactly the same problem as the owner of this post. I have called o2 so many times now they keep filling out this form and saying wait 24 hours but every time nothing happens. In the end I had to ask them to file a complait but still havent heard from o2. Then I searched in google and came across this post and o2 community. Could you help with this issue and get my phone working again? I bought the phone brand new from apple several years ago and it is still in great condition but I am unable to use it.

---

It is @O2Sarah- (with a trailing "-") you need to tag, @Al_009 - now watch out for Sarah's reply and Private Message. Good luck!

[pgn]

---

@pgn wrote:

---

@Al_009 wrote:

Hi O2Sarah 

I have exactly the same problem as the owner of this post. I have called o2 so many times now they keep filling out this form and saying wait 24 hours but every time nothing happens. In the end I had to ask them to file a complait but still havent heard from o2. Then I searched in google and came across this post and o2 community. Could you help with this issue and get my phone working again? I bought the phone brand new from apple several years ago and it is still in great condition but I am unable to use it.

---

It is @O2Sarah- (with a trailing "-") you need to tag, @Al_009 - now watch out for Sarah's reply and Private Message. Good luck!

---

Hopefully after 8am 👍

[Marian20]

Hello! I requested for my IMEI to be unlocked for quite some time now and till this day it is still blacklisted! Can someone help with this issue! I am a client for 5 years now and it is dissapointing

[pgn]

---

@Marian20 wrote:

Hello! I requested for my IMEI to be unlocked for quite some time now and till this day it is still blacklisted! Can someone help with this issue! I am a client for 5 years now and it is dissapointing

---

Hi @Marian20 - can I tag @O2Emma to help you out?  Keep an eye on your Private Messages for a request for more info to chase this up for you. Good luck!

[O2Emma]

Hi @pgn I will pick this up thanks.

[O2Emma]

Hi @Marian20 I will send you a private message to look into this for you.

[Marian20]

Thank you do much

[Ester_Somers]

Hi everyone,

I have exactly the same issue. IMEI was blocked by O2 and I have spent countless hours on the phone with O2 helpline. They keep sending me to O2 stores that don't have the 360 system so they can't help me out.

@O2Sarah- I hope you can help me! I've been without service for a good 10 days now..

[gmarkj]

This morning it is @O2Ryan that is on duty @Ester_Somers