Phone blacklisted !

[Legfan]

Hi, bought mum in law a good as new/perfect Huawei Y6 2018 from o2 shop on Dec 21st, came unlocked so popped in a plusnet sim and it worked fine until 4th Jan when phone stopped making/receiving calls. Took phone into o2 shop as i assumed there was a fault with phone, shop sent off for repair, repair centre said it was a software fault and it had been updated but same fault existed so back to sho who sent off for repair again, this time repair centre said it was a hardware fault not covered by warranty ! I phoned repair centre who then informed me that phone was actually blacklisted ! I phoned customer services on Friday who were full of apologies and said bar would be lifted by the time i got phone back. Phone arrived yesterday, popped sim in and guess what ? Yip still not making/ receiving calls, back on to customer services who assured me bar would be lifted within 24 hrs (noon today) guess what ? Yip still barred, done an online imei check, phone was blacklisted by o2 on 4th Jan. Why was a payg phone which had been bought for cash blacklisted? Why are cant customer service lift bar or explain to me why phone was blacklisted? Can anyone here help befire i go into store in a very bad mood!

[MI5]

@Legfan

@EmilieT will get this sorted for you tomorrow. It's just another of O2's monumental screw ups!

[Legfan]

Thanks, cant get my head around why a phone i have paid for would be blacklisted. It was a present for my 76 yr old mum in law who needs her phone, only had 10/11 days use from it from xmas. Even more frustrating is the fact that i have been told twice that bar would be lifted in 24 hrs, is it that hard to lift bar ?

[MI5]

Not a problem for any other network.........

[Legfan]

https://1drv.ms/b/s!AqpabKVG7dsfgUD-QBxwkybdQsmv

[MI5]

I can only assume that they had a phone with a similar IMEI number reported as lost or stolen and someone mis typed the IMEI number and blocked yours by mistake.

[EmilieT]

Good morning @Legfan, and sorry to hear about your issues with this phone! I'd happily get someone on my end to look into this for you, I'll just need a few more details first so I'll send you a Private Message on the forum shortly. 

Thanks for the mention @MI5!

[Legfan]

Did you get my reply ?

[EmilieT]

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@Legfan wrote:
Did you get my reply ?

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Yes I did @Legfan, thanks for sendign the info over! I passed it on earlier and as soon as I hear back I'll let you know. 

[Legfan]

Ok this is getting beyond a joke now, thats over a week now O2 have been trying to unlock this phone ! Its over a month i have not been able to use this phone, still no explanation as to why phone was locked in first place ! Really at the stage where i just want a replacement handset or a refund ! Cant believe that O2 seem unable to unlock a phone!