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]

Make sure they are checking the correct IMEI number of your phone.
*#06# on your keypad.

[Cleoriff]

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@Sylvia1980 wrote:

And yes I will write to the CEO. I wish it was socially acceptable to swear at him. 

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Well there is that...however a more polite approach is probably called for. Just grit your teeth

[Sylvia1980]

Exactly the same response as yesterday. They forgot to fill in the form, in the next 24 hours it will work.

asked to speak to a manager now. I am not going to wait another 24 hours.

[jonsie]

How can 2 or 3 people forget to fill in a form? They never forget when they want to block an IMEI?

[gindygoo]

Good for you @Sylvia1980 stick to your guns, you will get there in the end (crosses fingers and toes for you) but it shouldn't be this hard to sort a problem out. Certainly follow through with complaining, even if it's fixed. O2 need to know where they're going wrong!

[Sylvia1980]

So. Apparentely the imei was still blocked (doh) and she has escalated it now to have the bar removed. I didn't get to speak to a manager as he wouldn't be able to do anything anyway (I am easily fobbed off I guess!).

She will call me in two hours time to see if it's working again and to discuss compensation. At least I feel that she takes me seriously now. That's something. 

Sigh.

[jonsie]

I really hope she sorts it out and is true to her word.

[Cleoriff]

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@Sylvia1980 wrote:

So. Apparentely the imei was still blocked (doh) and she has escalated it now to have the bar removed. I didn't get to speak to a manager as he wouldn't be able to do anything anyway (I am easily fobbed off I guess!).

She will call me in two hours time to see if it's working again and to discuss compensation. At least I feel that she takes me seriously now. That's something. 

Sigh.

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So...this is one step further I suppose. Nothing to shout about until the phone is working though @Sylvia1980

Let us know how you get on after the 2 hrs are up. (remember to turn your phone off and back on again)

[MI5]

Hopefully this person will take ownership of the problem and see it through now for you.

[gindygoo]

Call back in two hours.... Oh dear. @Sylvia1980 just be prepared for no call back, I'm being the pessimist here but O2 are often rubbish at cal backs....

Hopefully, even if you don't get the call back the cs agent is true to her word and sorts this out anyway.

Have a brew, take a breath and cross all yer bits!

Good luck!