New phone from o2 blocked - Samsung Galaxy Z fold2

[BG82]

Hi, I got the Samsung Galaxy Z fold 2. It would not work or recognise my sim card. After 2 days of speaking with advisors who have said they are sending signals to my sim card. I eventually checked and the handset is blacklisted. When I called o2 back the advisor confirmed it was blacklisted and stated o2 ship the handsets with a Barr on to stop theft from delivery drivers.

I've been told the ban has been lifted but it still is not working and is still showing online as blacklisted.

They said they would send a new sim, but my sim works in my note ultra absolutely fine.

Anyone had anything like this happen before?

[Bambino · Accepted solution]

@BG82 It may be that O2's systems are updating overnight. Try your sim again in the morning. I will also tag the O2 online advisors to take a look at your account. They will be on line from 8 am.

@O2Lisa or @O2Daniel can you please assist?

[BG82]

Hi, I have tried this morning and it still not working.

The esim is showing as not blacklisted.

Really frustrating 😔

[Bambino]

@BG82 esims need to be activated by customer service. The online advisors I've tagged will reach out to you, but I don't know if they have the ability to deal with esims. Here are the available numbers, but you cannot call before 8 am: Guide: Coronavirus Community Help and Support 

Also below is the advice from an O2 Guru on how to get through.
Call 202 from your mobile.
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.

You're not buying anything, so O2 doesn't consider your call important and you need to lie to be able to speak to someone. Use the Lost/Stolen or Fraud option to get through. Otherwise you'll just be disconnected.

[BG82]

I don't use the esim. Was just wondering why one was blocked and not the other imei.

I don't think I have the strength for 3 days in a row trying to sort it

[O2Lisa]

Morning, thanks for the tag @Bambino, I will message you privately @BG82 so we can get this looked in to for you

[BG82]

Thanks Lisa and @Bambino

[BG82]

Can I just say Lisa has been amazing trying to sort this out.

Unfortunately a new phone needed to be ordered.

I have just been advised that the new phone may need to be unbarred also.

The handset I've got is still blacklisted.

Codes have been requested numerous times and was advised it would be by 10am this morning and then 17:30 today.

Hopefully the new device does not come barred like this one has.

Extremely stressful situation to be in during these times. This has been an ongoing situation since the day before lockdown and it has really caused me issues as I need a phone.

Fingers crossed for tomorrow

[MI5]

Sounds like O2 have some serious issues they need to sort out to me.........

[jonsie]

I don't understand why another new phone may have to be unbarred too?

It makes no sense at all

No point getting another if you have to go through all this again....