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')
