on 28-09-2013 01:00 - last edited on 28-09-2013 10:04 by MichaelL
Hi,
On 11th of September my Samsung Galaxy S3 was barred (although some days passed before this came to light). I was not given any advance notice of this. When trying to make calls an on-screen message flashed up stating something like: Cannot connect to network at this time.
Having asked around I was informed that the problem may be the result of the introduction of new 4G SIMs, which apparently can sometimes affect older style non-4G SIMs. With that in mind, I went to the only O2 store remotely close to me that stays open till after 5.30pm (Brent Cross).
I explained the problem and they agreed to provide me a new SIM. I was advised that the new SIM may take up to 24 hours to go active. 24 hours passed, and no change. So I then performed a factory reset on the phone. Still no change. Now I was starting to get annoyed, because the phone in question has already been repaired twice under warranty, and I'd only had the phone back for about a week or so following the second repair.
By now a couple of days had passed so I called Customer Services to ask if there was anything they could do. Nothing. I bit the bullet and conceded defeat; I'd need to wait for an opportunity to once again book the phone in for repair with the O2 store. The soonest I could do this was 21st September. I took the phone to O2 in Enfield and explained the situation.
Due to the fact that my phone displayed network signal, one of the staff was perplexed and said he thought there might be a bar on the phone. His suspicions were duly confirmed when he finally got through to O2 Retail Services. And here's where it gets bizarre - O2 advised the phone was barred but claim they themselves haven't barred my phone. Apparently when a phone is barred, there is a bar 'code' which indicates the reason for the bar on the system (ie. stolen, non-payment of bill). Apparently my code is 00A or A00, and this is an unknown code according to O2.
I am paying my bills and have definitely not missed a payment. I purchased the phone direct from O2 Enfield. I have also checked the IMEI of my phone against the IMEI on the original packaging - the numbers are the same. And yet O2 claiming the bar has nothing to do with them and they are not in a position to remove the bar with immediate effect. Apparently they have to undertake an investigation which can take up to 5 days. This started on Monday 23rd when I spoke to a Manager at O2.
I am utterly mystified and more than just a little annoyed that I find myself in this most unbelievable position! Who else has the authority to bar my phone? The Police? Maybe, but the phone's not been reported stolen. My insurance company? As above, not stolen so no claim made. Samsung? What possible reason could they have?
I am also resentful that not at one point have O2 offered to give me a replacement handset. Given that the phone has already been in for repair twice and now this erroneous block, I feel that I should be offered a brand new handset of my choice, without being tied in to a new contract, as form of compensation.
I find it wholly unacceptable that my phone is barred for no reason, seemingly by some rogue entity, and I have to sit here like a mug waiting for O2 to find out what is going on.
Apologies for the verbose post, I just need to vent and hope someone might be able to shed some light on this matter.
Kind regards,
Cem ('Jem')
28-09-2013 01:31 - edited 28-09-2013 01:33
28-09-2013 01:31 - edited 28-09-2013 01:33
Weirdest thing I've heard of and I'm not sure this isn't down to some malfunction on the O2 network causing the bar.
O2 will normally offer a replacement phone after 3 repairs for the same issue, but I think you should get one right away.
Please keep us up to date with how you get on, hopefully the investigation will figure out what's gone on here.
on 28-09-2013 01:39
on 28-09-2013 01:39
As far as I'm aware only the network or the manufacturer can bar the IMEI of the phone. It has to be system or human error. I too would be annoyed and I would be wanting answers by escalating through complaints. Please keep us advised on any progress.
on 28-09-2013 07:59
Hi,
As the other guys have said I have never encountered a situation where this has happened other than that of the action of the Network themselves.
Is the network saying they can lift the bar at the end of their investigation ?
How can they lift a bar if they have not placed it in the first place.
on 28-09-2013 09:38
Thanks for the reply guys.
It is totally bizarre and I just cannot get over the situation. What gets me is the cloak and dagger tone used by the O2 agents, they are not committing to anything and even the manager who escalated this admitted she couldn't give any certainties as to the outcome of the investigation - which I find simply incredible!
The stance O2 are taking is that even though they haven't blocked the phone, they are hoping to find out who has blocked the phone and duly get it unblocked.
on 28-09-2013 09:51
on 28-09-2013 09:51
on 28-09-2013 12:03
"The maximum timescales unfortunately are the same however it's a small price to pay to know your phone is working again"
I shouldn't have to pay any price. I haven't done anything wrong. My bils are paid every month and I haven't reported the phone lost or stolen. Whether it's human error or not doesn't excuse the fact that the whole situation is unacceptable.
This is no different to someone having their car impounded without any justification and then waiting to receive their car back within an inexcusably long time frame.
on 28-09-2013 12:18
on 28-09-2013 12:18
on 29-09-2013 11:32
Having complained O2 are now sending a replacement S3 on Monday and want me to send old one back. Wish they would have just done this from the get go.
Still not happy at all. I think they should be sending me a better phone for all my troubles so will put in a formal complaint when I have time.
on 29-09-2013 11:43
@Anonymous wrote:Having complained O2 are now sending a replacement S3 on Monday and want me to send old one back. Wish they would have just done this from the get go.
Still not happy at all. I think they should be sending me a better phone for all my troubles so will put in a formal complaint when I have time.
Its reasonable for o2 to replace the original phone with one of similar spec and or cost.