Removing bar from account

[LukeN29]

Hi I bought a new phone/sim on Monday 5/6/23 following losing my phone abroad the previous day. I have tried on multiple occasions to have the bar lifted on my phone only to be told it would be lifted and to wait 24 hours to take effect.

I have placed multiple calls with customer service and been into the O2 store - who have checked my account and seen that there were still bars on my account.

I have been back today as I am still unable to place/receive calls/texts or use mobile data. The staff there spoke to O2 via online chat and there were still bars on my account - which again I have been told have now been lifted and to wait a further 24 hours to take effect.

I don't really know what else I can do other than cancel the contract and get a new phone number - it seems like the bar must be permanent for them to have such difficulty removing it. Any help would be much appreciated.

Thanks

Luke

[Bambino]

@LukeN29 This is a customer community, so there's very little, if anything, anyone here can do to help you. You might try O2 via social media who may be able to assist:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[MI5]

@LukeN29 

Let's see if @O2Jonathan can help you?

[O2Jonathan]

@LukeN29 I will private message you now to look into this with you. @MI5 thank you for the tag.

[LukeN29]

Thanks for replying @MI5 @O2Jonathan @Bambino 

[Lauda10]

Hi Jonathan, 
Can you help me? I am getting nowhere with O2 customer service. My phone was barred after I lost it.  I have since had the phone returned to me and have asked 02 on many occasions to have it unbarred, with no success.  Look forward to hearing from you. 

[Bambino]

@O2Jonathan Can you please assist @Lauda10?

[O2Jonathan]

@Bambino thanks for the tag, I have already messaged from a different community post 👍.

[Mike_welsh]

I’m having the exact same issue, customer service have been useless, asked for the bar to be removed 6 times and had a new sim and still I have no 4g at all!

Makes me wonder why I stay with this useless company. 

[Oxonian]

@Mike_welsh 

It is sometimes better to start a new conversation rather than to reopen an old thread that has been dormant for several months. Old threads frequently get overlooked. 

If you have contacted Customer Services on six occasions without resolution, I suggest that you consider making a formal 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

Please see "Resolver" in the first link. They have a reputation for facilitating satisfactory outcomes.