Samsung Galaxy Note7 - Update from O2

[Chris_K]

27th February 2017 Update

Hi Everyone. This week we will be posting letters out to any customers who have not yet made arrangements with us to return their Samsung Note7 devices. If for any reason you misplace or do not receive it for whatever reason, here's a copy:

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We’ll soon block the Note7 from our network. It’s important that you get in touch today and we’ll get you back on track with a new device.

We’ll make switching to a different device simple, and give you £100 off the upfront cost. Or, if you prefer, we’ll cancel your Airtime Plan. Either way, we’ll cancel and refund your Device Plan.

Is your Samsung Note7 insured with us? We’ll also cancel your policy and refund your premium.

Simply back up your Note7, turn it off and call our hotline 0344 809 0202 or 202 free from an O2 mobile. Need a hand backing it up? Chat to an O2 Guru online.

For more details, visit http://o2.uk/Note7Update.

If you’ve already called us, please ignore this letter.

30th January 2017 Update

Hello everyone,

Samsung have notified us of their plans to release a new mandatory software update that will limit Note 7 devices to a 0% charge, effectively eliminating its ability to function as a mobile device. This software update is expected to be pushed out tomorrow, 31^st January, so if you are still using this device (which we don't recommend for your safety) please take any necessary steps to back up any important data while you can.

Why are you doing this?
To be transparent and clear, this is Samsung’s decision and is European-wide. This is a further step in Samsung looking to retrieve as many devices as possible so as to ensure customer safety.

I'm still using my Note 7 - what now?
Once your device downloads the mandatory update it will cease to charge. We understand the inconvenience this may cause and we want to make transitioning to another device as easy as possible. If you are affected by this, please contact us as soon as is convenient on 0344 809 0202. We will also be in touch in the coming days by email and letter with more details, including how to change to another device and return your Note 7 to us if not yet done so.

I've already returned my Note 7 - what does this mean to me?
If you've already returned your Note 7 to us, there's nothing further you need to do. If you're in this position, we anticipate you'll already have switched to an alternative device. If this isn’t the case though, we’d recommend you speak to us as soon as you’re able to on 0344 809 0202.

[saraD]

spoke to chat twice in past 20 mins its all got to be done by phone according to these two i give up 😞

[RJKennedy]

Live chat have finally sorted if for me too, hopefully. Same details as previous posters.. 1-3 days and only hand back the device. Was also able to have it delivered to another address as I'm away for the week. I'll post any further updates.. keep going everyone, and good luck!

[Anonymous]

Just what I've been told. Can only been done over the phone. When you tell them that they can help because you know others have been helped, they just repeat 'Call 202 and they will help.'. NO THEY WON'T.

No one is prepared to help. The lack of information is driving people mad. The different ways people are being treated is disgusting.

How is it that some CS' will help and other just fob you off the minute you say 'Note'. O2 has some sucking up to do.

[Anonymous]

I am being I have to go to the store I got the phone from

[prototype89]

I'm on live chat as we speak and the agent doesn't know of any Note 7 recalls!

The lunatic thinks I'm asking for an upgrade!

I got the generic "wait for a call from O2" message but I insisted on speaking to the handset team who lo and behold said they have organised a replacement to be shipped to me in 1-3 days, just like the others.

So live chatting is the way to go!

[saraD]

just had this off one of the chat team lol cause am out of my 14 days where do these find these idiots

I am afraid, my department does not deal with replacements or new orders. I would like to inform you that you would need to speak to the relevant team and confirm with them whether they can replace the handset for you as contract is already out of the 14 days cooling off period.

[saraD]

they finally put me through to hanset exchange/repairs team guy call tushar sorted me out straight away coming in next couple days just got to give phone nothing else

[MI5]

Glad you managed to find someone helpful

[Anonymous]

SaraD I take it you chased them

[saraD]

yes every day since the recall