on 20-02-2016 19:53
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
on 23-02-2016 13:14
on 23-02-2016 13:14
So.... just received a call from the manager. He was very apologetic. He is now calling the back office, and is convinced my phone will work again today. He will call me back later.
Fingers crossed x
on 23-02-2016 13:16
on 23-02-2016 13:16
@Sylvia1980 wrote:So.... just received a call from the manager. He was very apologetic. He is now calling the back office, and is convinced my phone will work again today. He will call me back later.
Fingers crossed x
Well that is brilliant. I hope against hope this works out today
Veritas Numquam Perit
on 23-02-2016 13:21
on 23-02-2016 13:21
Thank you. I hope so too
on 23-02-2016 13:24
on 23-02-2016 13:24
Maybe you asked Cameron to intervene on his visit to O2 Slough this afternoon @Sylvia1980
on 23-02-2016 13:26
on 23-02-2016 13:26
@Sylvia1980 wrote:Thank you. I hope so too
PS...I love your avatar. You ARE Superwoman...just remember that....
Veritas Numquam Perit
on 23-02-2016 14:13
on 23-02-2016 14:13
Hi @Sylvia1980,
Send me a PM and I'll see if I can get you some help with this.
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on 23-02-2016 15:26
on 23-02-2016 15:26
on 23-02-2016 15:45
on 23-02-2016 15:45
I will pm you in a bit Toby, thank you so much.
No call back yet. But weirdly my username for 'my02' has changed (received an email). And if I click 'my device' it is now an iPhone6 rather than the Alcatel one touch a few days ago.
At least something changed!
on 23-02-2016 16:03
on 23-02-2016 16:03
Just received a call back from the manager, my phone should be working within half an hour. He told me to switch it off, and back on in half an hours time.
Fingers crossed!
on 23-02-2016 16:08
on 23-02-2016 16:08
Sounds promising. ...I'm crossing everything. ...