Phone Completely Barred for 3 Days Now. No-one I've called at O2 knows hows to fix it.

[Anonymous]

I have been a loyal O2 customer for over 10 years. I have stayed with O2 because I believe they provide a good service. My experiences recently have made me severely doubt that.

Early on Wednesday, 4th February 2015 while at work I received a call from an individual from O2’s fraud department stating that my phone was going to be permanently barred as it was connected to a fraud case. I asked for more information but I did not get any. The caller “Cath” was unhelpful and rude throughout my contact with her. She did not want to hear any explanation from me and had a smug and unprofessional attitude throughout the call. This whole thing was totally new information to me as I purchased the phone through proper legal methods and paid almost £600 for it.

I decided to contact the original seller of the phone who said she would contact O2 to resolve the issue. The seller assured me the issue had been settled and it was due to a mistake on O2's part.

On Thursday, 5th February 2015, I got into contact with “Cath” again to confirm I was in the clear but she was yet again unhelpful and refused to give any more information on the case.

My phone was disconnected from the O2 network soon afterward. This is the phone I use for my work purposes as well as communication with my family and friends. It has now been disconnected for over three entire days.

On Friday, 6th February 2015, the phone seller and I took hours of our own personal time to contact O2 via phone and get through to someone who could help. I was assured the phone will be fully working by Saturday.

It is now Saturday, 7th February 2015. The. Phone. Is. Still. Not. Working. I have called O2 again for about the 15th time but nobody has any clue whatsoever how to help. I kept getting told to clean the sim card, restart the phone, reset settings, etc... I've done all this already anyway. No-one has yet solved the issue unsurprisingly.

I have been offline for over 3 days now. I did nothing wrong and I am being punished for the ineptitude of a few O2 employees.

I have not been able to access any text messages, I have not been able to receive any phone calls, I have not been able to access my voicemail, I have not been able to access my email, I have not been able to connect to the internet.

I have had to use public payphones with extortionate rates, I haven’t any idea who has texted me in the last few days and I don’t know who has called me.

This whole situation could have been easily avoided.

I am extremely disappointed in how I was treated by O2 staff and the resulting lack of the service I have received as a result.

This whole situation has made me question whether to stay with O2 or not.

This may sound like a self-entitled rant, but I expect at least the very basic of services from my phone company. I do not expect to be treated like a criminal when I am a loyal customer. O2 has made an epic fail at "Customer Service 101".

[Anonymous]

i have same problem, my phone has barred for two days and i kept calling to them but the costumer service unhelpful, then i go to the nearest o2 shop,to ask how to solve my phone problem and he try to call the costumer service to inform my problem he speak to costumer service, they said at around 1pm they will notfix it i kept waiting until 5pm but nothing changes to my phone status, until i got home and i call by myself, they ask my post code to check my location and she said in my area have signal problem... after an hour i went to london, i try to on in off my phone thinking that im in different locate will be ok, but nothing change again...

[MI5]

You can check your own status here http://status.o2.co.uk/ also try your sim in another phone to see if it is a phone issue or sim/account issue.

[Cleoriff]

You say your phone was barred @Anonymous. is this due to non payment of a bill? ...if so have you paid your bill.?

Without more info we can't really tell you how to get the bar lifted because we have no idea why it was barred in the first place

The bar obviously is still in place so you need to contact customer services again http://www.o2.co.uk/contactus

[jonsie]

A definite bar on the phone it seems.

Fishing for info here....how long have you had the phone? Where did you buy it? Are your bills up to date or are you P&G?

[Anonymous]

Hi have had the phone 14 months, pay as you go, no money owed bought it from ebay, the seller has been trying to find out whats going on with this phone why its been barred it was brand new, he has just emailed me, as follows 

Hi, Apologies for the delay and I have had some positive feedback. My understanding is that O2 have lifted the block on your handset, I'm just waiting to see confirmation of this and can then revert back to you. Therefore could you check your handset again to see if it has been lifted and if it has then great. However, if not, then you could try and contact O2 to confirm when it will be lifted...I'd imagine they'd do that quite quickly. Please let me know how you get on. Regards,

[Anonymous]

I have just been on contact with o2 customer services bar still in place. I have also emailed o2 ceo office asking for them to confirm if the email seller sent me has any truth in it, awaiting answer...

[Anonymous]

Any news Alpha, hope yours is sorted mine is still on going no answers just going round in circles...

[Cleoriff]

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@Anonymous wrote:

Hi have had the phone 14 months, pay as you go, no money owed bought it from ebay, the seller has been trying to find out whats going on with this phone why its been barred it was brand new, he has just emailed me, as follows 

Hi, Apologies for the delay and I have had some positive feedback. My understanding is that O2 have lifted the block on your handset, I'm just waiting to see confirmation of this and can then revert back to you. Therefore could you check your handset again to see if it has been lifted and if it has then great. However, if not, then you could try and contact O2 to confirm when it will be lifted...I'd imagine they'd do that quite quickly. Please let me know how you get on. Regards,

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Not sure what the seller is trying to say above @Anonymous? Had O2 actually put a bar on the phone they would have had good reason for doing so... Sorry but unless an experienced user says something different, I think the seller is making an excuse?

[Anonymous]

sorry thought this was my thread I started as book marked it, its not mine.

[Cleoriff]

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@Anonymous wrote:
sorry thought this was my thread I started as book marked it, its not mine.

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This is your thread @Anonymous

http://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/my-phone-is-barred-but-by-who-and-why/td-p/890975