O2 Won’t Blacklist IMEI

[Turner]

Morning, 

having had my phone lost on 25th March 23, I asked O2 blacklist the IMEI number on the 26th.

Over the past ten days they have provided me with ‘Proof of Usage’ three times and haven’t bothered to blacklist the IMEI number despite me specifically asking for it to be done for my insurance claim.

I phone customer services each day and get the same result, either no action and no response or email as promised or I get a ‘Proof of Usage’ and my IMEI is still active and not blocked.

I went to an O2 store yesterday and I couldn’t have been treated worse, the manager couldn’t be bothered and hid in the back office. They said they had no paper to print a letter for me. They said they couldn’t backlist an IMEI and worse of all they wouldn’t phone customer services for me because the staff at O2 said they were crap and I quote ‘do their head in’.

I was laughed at and told good luck getting in contact with customer services. I then yesterday spoke to someone at customer services who promised to blacklist it as O2 had made a mistake with the paperwork on the 26th.

Suprise Suprise, no response today no email. No follow up and no blacklisting active as promised.

The second I get this issue resolved I’ll be leaving O2 the customer service is the worst I’ve ever experienced.

[SasaG]

Hi @Turner - was this ever resolved for you? A year later and I'm experiencing exactly the same issues. Absolutely shocking service from O2 and even more so that they have a "community" of just normal customers who don't actually have the answers or capability to do anything!

[Bambino]

@SasaG You've posted in a thread from nearly a year and a half ago. The O2 advisors mentioned are no longer active on the community. Have you reported your loss to O2? Lost or Stolen O2 Device

How to find help & contact O2: A Guide - O2 Community

[SasaG]

Hi Bambino - yes, I've reported it lost nearly a month ago and O2 have blocked the device (IMEI bar). What I need from them, like many others I've seen within this "community", is proof of barring/blacklisting and proof of usage. This is something required by the insurer and, incredibly, seems almost impossible to get from O2. I've called their "Customer Service" 3 times already asking for this, each time being told they will get it sent out with nothing to follow for days. It's only after trawling through this so called help pages that I've seen others have exactly the same experience... over a year before! This is only one of many threads on exactly the same issues.

[Oxonian]

You @SasaG need to persevere with O2. Unfortunately, this is a customer to customer community so we cannot access your account or offer other direct assistance.

I suggest that you message O2 on social media :-

Facebook : https://o2uk.co/O2CFB

X (previously known as Twitter) : https://o2uk.co/O2CTW

Instagram : https://o2uk.co/O2CIG

The social media team are based in the UK and have a good record for solving problems. 

A complete schedule of how to contact O2 is in :-

Guide: How to find help & contact O2