Recovered iPhone still blacklisted! Struggling to get O2 to remove it!

[RandomHuman]

Hi all,

My iPhone 11 was blacklisted back in Feb 2023 when I reported it stolen. It was recovered by the British Transport Police about 5 months later, but I only got it back recently. When I tried to use it again no SIM card worked in the phone. I later found out it was blacklisted.

Since then I’ve spoken to O2 agents several times and get different answers. Some say there’s no bar, but every check I’ve run with services like CheckMEND and DoctorSIM shows it’s blacklisted and was submitted by O2 in Feb 2023. During the last call, while asking them to check the actual blacklist database, I weirdly got an email saying a bar had been applied to my IMEI instead of removed.

The last agent said they couldn’t see what previous agents had done or if an escalation was even raised. During my initial calls to O2 I was told I’d be contacted to provide further information but I’ve had to chase O2 every time. The phone is still blocked and unusable.

Has anyone managed to get O2 to actually remove a blacklist after recovery, and how did you do it?

Blacklist report attached to explain issues I’m facing with the phone. (personal details removed).

Any help or advice would be greatly appreciated. I feel like I’m getting nowhere explaining this to the agents on the phone.

Thanks!

 

[MI5 · Accepted solution]

@RandomHuman 

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG) 

Usually gets a better response.

[Enlli]

@MI5 As I discovered yesterday after posting those links no longer work.

@Dave-O2 

[jonsie]

I've had to alter my signature so that the link works

[MI5]

More improvements 🙄

Really beginning to wonder why we bother !

[RandomHuman]

Thanks, I'll try my luck. Very doubtful it will help solve my issue since O2 haven't been able to sort it.

[MI5]

@RandomHuman 

Working links here 

https://www.o2.co.uk/abouto2/social-media

[pgn]

---

@MI5 wrote:

@RandomHuman 

Working links here 

https://www.o2.co.uk/abouto2/social-media

---

Well, not the X link, or the Snapchat one, or the YouTube one... So really only two, at most three links that "work" for customers getting stuff that's broken with their O2 setup (possibly) fixed...

As explained in the Forum Guide: How to find help & contact O2 -

Contacting O2 on Social Media:

We are active across all the main Social channels and you can get help from us on each of these:

• Facebook – @o2uk
• Messenger – @o2uk
• Instagram – o2uk

We can help with all queries from general support, Priority help to account specific queries about your tariff or bill – nothing is too much trouble for our Social teams who are available from 7am till 10pm.

[MI5]

🙄Working links for FB and Insta to correct the broken links.

All others are valid links but not for support.

Apologies for not being explicit @RandomHuman 

[RandomHuman]

Thank you! I only use instagram anyways. I sent them a DM yesterday. So will have to wait and see what happens now.