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Phone blacklisted !

Legfan
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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!
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MI5
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@Legfan

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

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
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Legfan
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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 ?
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MI5
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Not a problem for any other network.........
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 4 of 16
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Legfan
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MI5
Level 94: Supreme
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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.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 6 of 16
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EmilieT
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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. slight_smile

 

Thanks for the mention @MI5!

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Legfan
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Did you get my reply ?
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EmilieT
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@Legfan wrote:
Did you get my reply ?

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. slight_smile

Access for You: Registration - Find out how to register for our Access for You service.
Want to chat with other fellow-minded members? Head to our Off-topic section for some interesting chit-chat.
Check out our Priority board for tickets & offers updates, and to discuss all things Priority-related!
Welcome to O2! - New to O2? Find out all you need to know to get started!


If you'd like to take part, why not register? slight_smile
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Message 9 of 16
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Legfan
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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!
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