Blacklisted phone, due to fraude on my account, impossible to resolve??

[Sylvia1980]

So. On Tuesday I noticed that I had 'no service' on my iphone 6. I was in the zoo so couldn't do anything, but as soon as I got home, I went on the 02 chat and explained the problem. Turned out that someone had reported my phone lost and requested a new sim, all without my knowledge. I have reported this to the police. I was send a new sim due to security reasons and was told my phone would work again, as soon as I would put the new sim in.

I received my new sim on Thursday and it wasn't working. Back to the online chat and apparentely there were bars on my account which had to be removed. 24 hours later still no luck. I went to the apple store where they restored my iphone and did a diagnostics test - nothing wrong with the headset. The apple person told me to go to the o2 shop and tell them to remove the block.

And so I did. The lady checked everything and I was told my phone was bar-free and should work in 24 hours.

Again nothing. Still no service.

This time I spoke to someone at customer services and to cut a long story short, I was lied too, told the same story. 24 hours later still nothing. Decided to do my own research and found out that my handset is now on the blacklist (I paid £2 for a checkmend report). I have tried to explain this to a customer rep on the chat who assured me everything was absolutely fine with my phone - yes of course, I just made up the whole story! Grrr. Anyway, he then tried to fob me off by telling me to contact customer services by phone, followed by another check and then reassured me my phone was now really unblocked.

Guess what. It still isn't working. I have no working phone. 

So my handset is on the blacklist, not my fault! And nobody at o2 can take it off the blacklist? I have been with o2 for 8 years, never had any issues, but I am far from happy now. I have been treated like a liar and nobody actually even tries to help me.

Any one who could give me direct phonenumber of someone within o2 who can solve my problem??

thanks,

sylvia

[Sylvia1980]

Ok this is getting weirder!

I just logged into my o2... This is what it says:

We've identified that the device you're currently using is a Alcatel One Touch 1040X.

I have an iphone 6??? What is happening?? 

[Sylvia1980]

And the imei number isn't the same one as the one on the back on my phone either. *screams*

[Sammy_boy]

I wonder if that Alcatel is the phone whoever fraudulently ordered a sim had tried it on? Maybe they're still trying to use it and your account?

[Curr946]

Seems that way. I'd get back on the phone

[Sylvia1980]

Yes, I will call them again today. I could go into the o2 shop, which would be better, calling or going to the shop?

I went to the o2 shop on Friday and the lady who advised me tried my sim in an alcatel one touch, so I think that's why. But in the mean time it still isn't working. Someone also told me my contract is void so I could leave them (I can't use their network as stated in the contract). I am just so fed up with this.

[Cleoriff]

Hi @Sylvia1980 It will be quicker to phone them They are open now (8am to 6pm) Sunday. 

You will need to explain that the shop assistant tried your sim in the Alcatel phone instore....which seems to have added another layer to the problem...:smileysad:

[Bambino]

If you go in store, all they will do is call CS, so you're better off calling and dealing with it yourself, as frustrating as that might be.

[jonsie]

Unfortunately your contract is not void and you would have to pay off the phone (now inoperable) before you could walk away from O2. No, you need to persist in calling them until they rectify their error.

[Bambino]

Whoever told you your contract was void could have gotten you into a world of credit trouble if you hadn't checked here first. Do not cancel any direct debits. As @jonsie has said, you have to keep at it until you get a resolution.

[MI5]

Its showing the Alcatel because that was the last phone it connected to the network in. That isn't an issue at all. Once your iPhone is unblocked everything will work back to normal.