O2 Insurance Replacement IPhone Blocked?

[AM9]

Hi, I received a replacement IPhone 13 Pro Max from O2 Insurance today. 

The phone doesn't recognise my SIM card which works in an older IPhone fine and worked fine in my previous 13 Pro Max. 

Under network settings it says 'Phone not allowed' - I have reset network settings but still says the same 'phone not allowed' message. 

My current thinking is that as insurance replacement devices are refurbished could this be a previously lost/stolen phone that was blocked by the previous owner and the block hasn't been taken off before being refurbished and sent to me?

Tried O2 Tech support waited for a long time then got cut off... 

Any help would be very much appreciated. 

Thank you

[AM9]

Having checked on https://sim-unlock.net/ (not sure how reputable this website is) indeed it lists the phone as blacklisted - so previously reported lost/stolen I assume. Shame it is so hard to get through to O2 today. 😞

[MI5 · Accepted solution]

@AM9 

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 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[AM9]

Thanks for your help, MI5. I have tried them via Twitter. Thanks!

[AM9]

A really helpful chap called Daniel in the technical team (I believe) went above and beyond to get this sorted for me, restored my faith in O2 after the first chap I spoke to who seemed to think sending an unlatching request would work, it wouldn't... Anyway, all sorted now.

[MI5]

Good news @AM9 

[RafaC]

Hey @AM9 thanks for sharing that great outcome on the community! I'll drop you a PM to get more details so that feedback can reach Daniel and their team