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

[MI5]

Complain here http://www.o2.co.uk/how-to-complain and also Google for the CEO's email address and send complaint to his office too.

[Cleoriff]

Hi @Sylvia1980 You appear to have made all the correct phone calls to O2. You could try again and if you have no joy you may wish to make a complaint. http://www.o2.co.uk/how-to-complain

[jonsie]

Someone at O2 has blocked the IMEI and they need to remove it. Call them again but in the meantime go ahead with the complaint. Ask to speak to a manager and escalate your complaint.

[Curr946]

Do keep us updated on this. Would like to see how it ends out.

[MI5]

Someone will finally realise they've messed up and fix it - it's not the first time it's happened!

[Sylvia1980]

Well, I have been told twice there is no block on my imei number. The guy on the phone also checked it in the system and told me they match - whatever that means. Yet my handset appears to be blocked on checkmend. The guy on the chat today finally did something after I said I would leave O2 (what a surprise), left me hanging for a while, then said it was sorted. When I asked him what was wrong, he said someone forgot to fill in 'the form'. He did say it could take 24 hours, and it's not quite 24 hours yet. But in my experience these things never take 24 hours.

I have an iphone 6. Turned it on and off about a 1000 times, okay, maybe not that much, but a lot. Reset the network settings, reset the whole thing three times now. I need to work and this whole thing is taking up way too much of my time! And every time I reset it, I need to back up again... It just takes forever. You all probably know the game. I just want it to work, I want to be taken seriously and not be fobbed off. I had to do my own research to find out that it's actually blacklisted! I am just very pee'd off to be honest.

[MI5]

Have you done an ABA?
ie does your sim work in another phone or does another sim work in your phone?

[Sylvia1980]

What's an ABA?

Yes, sim is working in my other halfs phone.

if I go intomy settings, carrier, then it says 'phone not allowed' which to means just confirms they haven't lifted that blockage on my imei? 

[MI5]

Yeah, definitely sounds like the phone then.