Upgraded but received a “Blacklisted” Handset

[HSal9]

Hi,

I upgraded my handset 2 weeks ago (paid remainder of contract in order to upgrade) and the handset I have received is blacklisted. 

It wasn’t a refurbished upgrade and has no previous owners.

I called 02 and requested this be removed. They said it would be done within 72 hours , I waited a few days and upon checking the IMEI phone status is still blacklisted. I called 02 again in order to get this resolved and was advised they had successfully submitted a form to remove the blacklist. 

After waiting a few days the blacklist remains. I urgently need this situation resolved 

[jonsie · Accepted solution]

Sounds like the handset would be blacklisted in respect of a previous dubious fraud case which is quite a regular occurrence with O2

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

[HSal9]

Thank you for the advice,

Unfortunately the handset is still blacklisted. I’ve called 4 times the first three with the promise to “fill a form” to have the blacklist removed and the 4th I was advised there is no blacklist on the handset , but checking checkmend/other services the handset still shows as blacklisted even though it’s been several days from my last call.

I did ask if there was anything related to suspicions of fraud but they said no and the upgrade had gone through fine,

very disappointing as it’s been nearly a month trying to resolve this , I have put a complaint in with the hope that maybe someone could look into it properly