Solved: Stolen phone

Anonymous · ‎06-02-2015

Daughter at uni got phone stolen but phone registered in my name, she reported it online, block wasn't put on for 24 hours meanwhile bill had been run up of £170, phoned 202 for help but useless. O2 were to send new sim, never appeared, went into local O2 shop after ten days, got new sim, posted it to daughter but staff advised not unblocking the number until she received sim in case it was stolen in post, now local staff can't get it unblocked. So fed up with lack of help from O2 and foreign call centre staff who I can't understand and dont understand me...poor poor service. Any advice?

MI5 · ‎06-02-2015

If the sim was sent in the post, only O2 call centre CS can unblock it http://www.o2.co.uk/contactus
If you reported the loss immediately there will be a record of the time you called. This should be the point you cease to be liable for charges on the lost phone.
Check with CS again at what time exactly it was reported.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎06-02-2015

Only customer services can lift the bar in the account I'm afraid.

Please persevere with o2 Customer Services on 202 and please don't use Live Chat for this.

MI5 · ‎06-02-2015

If the sim was sent in the post, only O2 call centre CS can unblock it http://www.o2.co.uk/contactus
If you reported the loss immediately there will be a record of the time you called. This should be the point you cease to be liable for charges on the lost phone.
Check with CS again at what time exactly it was reported.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.