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]

@EmilieT what's going on here ?

[EmilieT]

@Legfan

The gurus are looking into this still, and I've shared all the information I got with you. If you'd like I can arrange a callback for them to walk you through what going on?

[Legfan]

I would be good if someone from O2 could give me an explanation as to why my handset was blacklisted in the first place ! What are the gurus going to talk me through ? All i want is the bar lifted, it cant be that difficult or take this long ! I have already been told twice that the bar would be lifted within 24 hours and its still active ! Dors anyone actually know what they are doing ?

[EmilieT]

@Legfan I understand it's very frustrating and I'm afraid I only know as much as I've shared with you previously. As I mentioned I'm happy to arrange a callback with the gurus so you can talk through these questions, we can discuss it further via Private Message. 

[Legfan]

Emilie im not having a go at you personally and i appreciate your help but O2's customer service leaves a lot to be desired ! This phone was bought as an xmas present and has been blacklisted from 4th Jan and i am still dont know why phone was blacklisted and when or if its going to be fixed. No point in going down the private message route, things are better on the forum where people can see and judge O2 customer service for themselves.

[EmilieT]

@Legfan

No problem at all, I understand it's been a long wait and you've not been told much. If I get any further information or update I'll let you know, and in the meantime I'll also pass on your feedback around the experience overall and how it's been handled by Customer Service.