Unidentified account block?

[Ak2023]

Hi,

I lost my device 21/05, reported it lost that day, made an insurance claim and had a new device by midday 23/05. The new sim was already pre-avtivated at 0725am that morning. Unfortunately, my phone was connected to o2, I had signal but I couldn't connect to mobile data, receive or make calls or texts. Its basically a WiFi phone. I called CS, they said there were bars on the account. Next day 24/05, after instruction I went instore and did a sim swap. Today on 26/05, still same problem. Its been 4 days..... CS don't know what the problem is. Its not my phone as another sim worked in it fine. I feel there's a block on the account somewhere but they can't identify it.....

Please help.....

[Ak2023]

Sorry, CS said there were NO bars.

[MI5 · Accepted solution]

@Ak2023 

The system automatically blocks the phone, sim and account when reported lost.

You'll need to keep trying customer service until you find someone who knows what they are doing.

[Ak2023]

Thanks Kudos,

I've been trying each and every day several times. It couldn't be an IMEI block could it? Because I tried another sim in the new device and it works. CS just told me they were going to lift an IMEI bar despite saying there weren't any bars.

[MI5]

@Ak2023 

No, not IMEI, it's on your account settings.

[Ak2023]

Still no joy. They finally accepted there was a call block on the account on Thursday evening. It's now Saturday evening and nothing. I chased yesterday and they told me to give it another 24 hours 34 hours ago. What else can I do? I haven't had a workable phone since Monday and have lost access to various essential, phone number specific apps in the process.

[Bambino]

I will tag an O2 advisor for you, but she won't be back on until Monday morning. @O2Sarah- can you please assist @Ak2023?

[O2Sarah-]

Thanks for the tag @Bambino 

@Ak2023 I will send you a private message so we can check your account. 

[Ak2023]

Thanks Sarah. I've responded.