my husbands phone was stolen

[gaynorcc]

my husbands phone was stolen. It says it can reported 24hours but when getting through it says it can't reported and to call back in their business hours ?????? I have called 03448090222 and 03448090202 and I cannot find another number to report it and get it blocked. how can I report it now?

[jonsie]

I always thought it was 24/7 for reporting lost or stolen phones

I've just tried myself and you are correct, they say phone back during business hours

A bit pathetic but this is yet another sympton of a network giving little support to it's customers

[MI5]

@gaynorcc 

No idea if this will bypass anything, but.....

Call 202 from any O2 mobile or 0344 809 0202, 0800 902 0217 or 0800 032 1402
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Lost/Stolen' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Bambino]

@gaynorcc Absurd that you're getting that message. Report the theft to the police asap to protect your liability. Also contact your homeowners insurance, if you have coverage for your phone.

[jonsie]

I navigated right through the options and chatbot confirmed I was asking for lost/stolen and said she was passing me through to someone who could help

That's when they said they cannot handle lost/stolen at the moment and to call back during business hours

Disgraceful to be honest

[pgn]

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@jonsie wrote:

I always thought it was 24/7 for reporting lost or stolen phones

I've just tried myself and you are correct, they say phone back during business hours

A bit pathetic but this is yet another sympton of a network giving little support to it's customers

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Network might be a bit stretched by Storm Isha this evening - but they could change the recorded message...!

[Enlli]

No reason for the theft reporting not to be given priority if a customer chooses the right option.

There will come a tipping point when O2s past reputation will cease to get them the volume of new customers they require to keep churn manageable 

[gmarkj]

Think this is something that needs reporting back @Dave-O2 .

If customers are liable for anything until a phone is reported lost, then the line being closed means customers have greater liability than they should....

[Cleoriff]

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@gmarkj wrote:

Think this is something that needs reporting back @Dave-O2 .

If customers are liable for anything until a phone is reported lost, then the line being closed means customers have greater liability than they should....

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Totally agree @gmarkj 🤔

[Dave-O2]

Thanks for the tag @gmarkj 

I'm getting this looked at and when i have an update, i'll share on this thread 👍